We Are Here To Help!
Many times, customers rely on one person to help them with all their software questions and needs. Aptora has many people you may reach out to in order to get assistance. We want to make sure you are getting to the right person at the right time. Please don’t let your frustrations build without making sure your voice has been heard. In this topic, we are going to provide you with the tools to contact us.
Experience has also shown, unfortunately, that unqualified users of Total Office Manager find themselves having a difficult time with the program. It may be the bookkeeping skills of the user are simply not up to the challenge of working in the program, even when taking full advantage of the highest tier of support we provide.
To put things in perspective, imagine this scenario. An ordinary homeowner is attempting an air conditioner repair and calls you for support. The advice you give, no matter how simply stated, will most likely be “over his/her head”. An average homeowner doesn’t have the training required to use your advice effectively…even after repeated explanations. No matter how good your advice is, the probability of a successful outcome is very low.
Now, imagine that a journeyman in your trade calls you for support on the same repair. A journeyman is trained to ask intelligent questions and to understand your response. Your advice will have much more of an impact, make more sense, and have a good chance of producing a successful result.
This is much like our experience in the support department at Aptora. While our support is unparalleled in the industry, it is only as effective as the person receiving it. Like a master technician trying to walk an untrained homeowner through an A/C repair, providing expert support to a data entry clerk or office helper is likely to have a poor result. So…what to do?
The odds of success increase dramatically when our expert support is shared with a “journeyman” bookkeeper, and even more so when providing that same expert support to a “master” bookkeeper (also known as a certified full charge bookkeeper). Armed with this knowledge, we are confident that you have the insight to make your Total Office Manager experience an outstanding one.
Technical Support
Our support manager, Colin Richardson, and his team can offer you answers to your questions about the software, installation, and setup. There are different ways to reach the support department. They look forward to helping you any way they can.
- Submit a Tech Support Request online at https://support.aptora.com. You may also access the support site from within Total Office Manager by navigating to Help | Support on the Web.
- Send an email for support to helpdesk@aptora.com.
- Call our main support number at 913-322-4666.
Aptora Hosted
If you are a customer on our hosted solution for Aptora products and are experiencing connectivity issues, please email helpdesk@aptora.com and cc hosted@aptora.com with the approximate date and time of the issue. The more information you provide with regards to what you were doing and if others were also experiencing an issue will help us to troubleshoot.
If you need assistance in resetting your password or accessing your hosted products, please email helpdesk@aptora.com or call 913-322-4666.
If you are having trouble connection to your Aptora hosted products after our normal support hours, please call or text 913-201-6503. Our after hours support team will be available to assist you. This line is for connectivity issues only. All normal support questions will be answered during normal business hours, Monday through Friday from 8:00 AM CT to 4:30 PM CT.
Training
Research has shown there is no better substitute for ongoing training with your ERP software solutions. Our training team has over 30 years of experience in accounting and software implementation. They can help you line out best practices and approaches to implementing Aptora products to compliment your business model. There are two different training options you may invest in, Live Online Training and Onsite Consulting.
Live Online
The investment for our Live Online sessions are $125.00 per hour, with a 20% discount when you purchase a five (5) hour block for $500.00. You may purchase and schedule hours by emailing trainer@aptora.com. Purchased hours may be scheduled in a minimum of thirty (30) minutes to eight (8) hour blocks and expire one year from the date of purchase. These hours may be used to cover many topics and tasks:
- Training
- Consulting (as the rate of 2 to 1)
- Design of custom reports
- Research and development of existing features and processes (as the rate of 2 to 1)
- Accounting Reviews
- System Configurations
Onsite Consulting
If you are looking for more in-depth and intensive training with your staff, you may find the investment in Onsite Consulting is the way to go. Our Onsite Consulting gets a trainer to your location to help you with software implementation, training, and even business consulting for two or more consecutive days. This investment starts at $6,000.00 for two days and $2,000.00 for each additional day. Sounds pricey, right? The investment in training for your ERP solutions can prove just as valuable as the training you invest in your technicians. To discuss the options for an Onsite Consult, please email trainer@aptora.com.
Data Services
With more than a decade of extraction and data manipulation experience, our data services team can help you extract and formulate data to be imported or migrated into Total Office Manager. If you are currently in the migration process and have questions about your data, please email trainer@aptora.com.
Our data services team specializes in the following areas:
- Merging two or more databases
- Removing financial data to start a new company file
- Formatting of price sheets for import into Total Office Manager
- Correcting data anomalies
- Swapping items from inventory to non-inventory and vice versa
- QuickBooks financial migration
- Various list migrations from software like ESC, Service Titan, mHelpDesk, Service Fusion, Successware, Sage, ServiceCEO, and Wintac (just to name a few)
General Concerns or Complaints
Please speak with your account manager (contact information below). They are here to serve as your liaison with Aptora. Their job is to create and maintain a very close working relations between our two companies.
Still don’t feel you are you getting the help you need? Want to express your frustrations and need to speak with a member of management? They are here to help you. Please don’t hesitate to send an email to supervisor@aptora.com. You may also call 913-322-4666 and request to speak to a supervisor. Our receptionist will locate one for you to speak with. If they are not available, they will get a message to them to give you a call as soon as they are available.
We never want you to feel like you don’t have someone at Aptora that will not listen to you. We want to make your experience with our products and company the best it can be. Too often we hear customers don’t know who to call when they are frustrated. Our management team is here to listen. If we broke it, we want to fix it. If we suck, we want to hear about it so we can make sure we take the necessary steps to improve.
Programming and Development
If there are features you would like to see implemented in the system, we recommend scheduling some time with one of our team members to go over what you are looking for. Through a series of conference calls, we can make sure the software has or doesn’t have the functionality you desire. If it is determined custom programming is the avenue for you, we will work together to design the desired programming specifications you seek. This work is fee-based and pricing will be discussed once all R & D has been completed. Please email trainer@aptora.com to discuss options for any custom programming design.
Feature Requests
Do you have ideas that will make our software better for everyone? Please submit your feature requests here. Be sure to vote and comment on them. The more activity the requests has, the more likely it is to get implemented. Read more about how our features get added here.
Account Managers
Your account manager is available to assist you in everything from the purchase of new products, support renewals, referrals, and when you feel you just aren’t being heard. You may reach out to them by email or phone. If you are unsure of who your account manager is, please don’t hesitate to contact helpdesk@aptora.com to get this information. Account managers are:
- Jonathan by email jonathanf@aptora.com or by phone 913-276-2170
- Timothy by email timothyc@aptora.com or by phone 913-276-2171
- For our Canadian clients, please contact Roger by email rogerh@aptora.com or by phone 913-948-7596. Roger does live in Canada.
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