---
title: "Apprentice Support Channels"
slug: "apprentice-support-channels-1"
updated: 2026-10-14T19:27:43Z
published: 2026-10-14T19:27:43Z
canonical: "navigator.apprentice.io/apprentice-support-channels-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://navigator.apprentice.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Apprentice Support Channels

**Welcome to Apprentice Navigator!** To access the full Apprentice knowledge base, log in to Navigator. To learn more, review the [Logging in to Navigator](https://navigator.apprentice.io/docs/logging-in-to-the-apprentice-knowledge-base-navigator) article.

● GETTING HELPApprentice Support is available **24 hours a day, 7 days a week, 365 days a year**. The Customer Support Portal is the fastest way to get help. Every request becomes a support ticket, whichever channel you use. You'll get a ticket number, and all follow-up happens on that ticket.

START HERECustomer Support Portal24/7, 365 days. All issues, including urgent. If production is blocked, set the urgency to Urgent or Critical.CAN'T REACH THE PORTALEmail24/7, 365 days. Email support@apprentice.io. For an Urgent or Critical issue, put **URGENT** at the start of the subject. Phone24/7, 365 days. Any investigation will still require a ticket or email with appropriate evidence.

## Customer Support Portal

✓ RECOMMENDED · FASTEST RESOLUTIONOur Customer Support Portal is the best way to receive and keep track of your support needs. It's monitored 24/7. Log tickets, follow their progress, and loop in your team, all in one place, with a full history you can search later.✓  Track every ticket's status from New through Closed✓  Automatic email updates on tickets you follow✓  Tag teammates directly with '@' to loop them in✓  Urgent and Critical tickets alert the whole support team automatically[View the full Support Portal guide ↗](/v1/docs/customer-support-portal)

## Email Support

BACKUP OPTIONCan't get to the Portal? Email [support@apprentice.io](mailto:support@apprentice.io) and copy your Apprentice Account Representative. For an Urgent or Critical issue, put **URGENT** at the start of the subject. Please include:User(s) impacted:User(s) email:Date and time of impact:Customer URL: in the form company-dev.apprentice.ioSummary of issue:Full steps to replicate:Screenshots, videos, and other helpful informationUrgency, choose one: Urgent Critical High Medium Low**Note:** Please reserve Urgent and Critical for issues that are actively blocking production. See the priority levels below.

## Phone Support

Phone support is available 24 hours a day, 7 days a week.Please be aware that an investigation will still require a ticket or email with appropriate evidence. Our investigations depend on screenshots, exact steps, and environment details that are difficult to communicate over a phone call, so we'll ask you to follow up in writing.United States & International+1 (201) 632-3766Australia61-(180)-001-3570

## Priority levels

P0 UrgentA system-wide outage or severe issue preventing all users from using the software, with no workaround. Immediately blocking production.P1 CriticalA major functionality issue affecting many users while the system remains operational, with no reasonable workaround. Immediately impacting production or release of a batch.P2 HighA moderate issue affecting some users that has a workaround or doesn't significantly impact business operations.P3 MediumA minor issue or inconvenience that doesn't significantly impact functionality or productivity, with an acceptable workaround.P4 LowA non-critical request, cosmetic issue, or minor documentation update.
We treat a ticket at the priority you set until Apprentice Support has assessed it. If we change the priority, we'll tell you on the ticket.

## Escalation

If you're not satisfied with progress on a ticket, reply on the ticket asking for escalation, or contact your Apprentice Account Representative.