Support

APi's standard application support arrangements include support for system management and software issues. This covers usability of the system, management of the system itself and resolution of any issues with the software. This support is an integral part of our service.

To ensure effective resolution of issues your appointed contact person must, initially, send your support request to support@api-innovation.com where one of our support team will analyse and prioritise the ticket for a timely response.

APi's target response time for support issues is within 1 working day (excluding English Bank Holidays). However, urgent issues are prioritized to ensure a faster response time.

We run a support ticket system to ensure timely, prioritised, responses to all support issues. If sufficient information is provided in your ticket to allow us to resolve your issue directly, we will. If we need further information to assist you, we will contact you via your appointed contact.

API's support arrangements are designed to build long-term relationships with our clients, with APi acting as a partner, providing support and advice - both now and into the future.