Support & Communication
Alex
Last Update há 7 meses
Submitting a Support Ticket
If you encounter any technical, billing, or delivery issue, you can raise a ticket directly from the Support tab:
Click New Ticket.
Choose a category.
Provide a clear description and include screenshots if relevant.
Submit the ticket.
You’ll receive a confirmation with a reference ID. Each ticket is prioritized as:
Critical: Access or billing failures with response within 6 hours.
Major: Delivery delays or urgent HR concerns with response within 8 hours.
Minor: General questions with response within 12 hours.
Updates appear in the platform and via email.
Escalation Matrix
If an issue needs more urgent attention:
Contact your assigned APHR Partner.
If still unresolved after 24 hours, reply to the ticket requesting escalation.
The case will be routed to your Client Success Lead for immediate review.
🧩 Transparency Note: All escalations are logged and reviewed internally as part of APHR’s quality assurance process.