When is live support available and how long does it take to get a response?

By |2021-07-08T16:06:09-05:00February 28th, 2021|Comments Off on When is live support available and how long does it take to get a response?

Support Hours

Our technical support department takes incoming phone calls Monday through Friday from 8:00 AM to 12:00 PM and 1:00 PM to 4:30 PM CST.

Our support agents are actually working from at least 8AM to 5:00PM and beyond. Our goal is to catch up on all phone calls, email, and forum support questions before we go home.

We address comments in the forums and Feature Request system during normal business hours. We often respond during evening and weekends as well. These areas should not be relied on for technical support.

Response Time

We hope to respond to all inquiries within four business hours. High priority issues receive priority attention.

This is our initial response time. Routine questions are typically addressed quickly and completely. Sometimes it can take longer to fully resolve an issue that requires a lot of thought or investigation.

Emergency Support for Hosted

If you are a hosted client (we host your software on the cloud), you should have received an emergency telephone number. We we take calls 24/7 for issues related to connectivity. If you cannot connect to your cloud system, we will assists you. This special phone number is only for clients who cannot connect to the software. It is not for routine support issues or questions. Please call our help desk to get that number.

Closed on Select Holidays

Our offices are closed on the following days:

  1. New Years Day
  2. Memorial Day
  3. Independence Day (Fourth of July)
  4. Labor Day
  5. Veterans Day (our vets can take the day off but the rest of us work)
  6. Thanksgiving Day
  7. Black Friday (day after Thanksgiving Day)
  8. Christmas Eve
  9. Christmas Day

This website includes the exact dates by year.

Related Topics

Who Should I Contact at Aptora With Different Questions or Issues?

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About the Author:

HVAC Electrical Plumbing Software

Aptora delivers a true All-In-One services software solution including CRM, accounting, payroll, inventory, vendors, sales, marketing, dispatch, flat rate pricing, and more. NO 3rd party plugins or integrations required. Created by contractors for contractors, we know what it takes to grow your services-based businesses.

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