Support

They’re only solutions if they work.
Call us crazy, but we think support means actually being there for you.

Aptos singular commerce platform and advanced, integrated solutions have positioned us as at the forefront of our industry. But we couldn’t remain in that position if we didn’t also stand firmly behind what we provide.

We do. We know that we’re not just responsible to you for providing the best technology but for delivering value. Day in and day out, you depend on us to actually optimize your performance and results. Which is why, whenever you have issues, we’re committed to actually solving them—quickly, efficiently and correctly.

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Comprehensive 24/7 support

Your Aptos support team is with you from the start to help ensure a smooth transition from implementation to live. Thereafter, they can troubleshoot and correct any software, hardware, network, third-party and procedural issues that may arise. For your stores, we offer both Help Desk support and, for retailers that do not have their own in-house help desks, Direct to Store Support.

Corrective action for any problem is only a click away. After logging in to our Support portal, you are connected to our level 1 Rapid Response team, which quickly conducts “triage” to distinguish issues that can be resolved directly (more than 65%) from those that require further investigation.

More complex or mission-critical issues will be escalated to level 2 without delay. Store issues can often be resolved remotely via VPN by hands-on Aptos technicians. Mission critical issues automatically involve Aptos managers and an “all-hands-on-deck” response, supported by continuous communications, to correct them in the shortest possible time.

In rare cases where patterns of non-critical issues are identified, or where a more in-depth technical approach is required, level 3 responders are engaged and remain dedicated until the problems are fully resolved.

With three levels of support and proven response protocols, Aptos enables you to operate your business with complete peace of mind.