● GETTING HELP
This article explains how to raise, track and close an issue with Apprentice Support. Apprentice Support is available 24 hours a day, 7 days a week, 365 days a year.
How to get help
STEP 1
Raise a ticket
Log it in the Customer Support Portal. No portal access? Email support@apprentice.io and ask a colleague who uses the portal to invite you.
STEP 2
Give us the details
Fill in the checklist below and set the urgency. Attach screenshots or a short video.
STEP 3
Share and follow
Share the ticket with your Delivery Lead and the colleagues at your company who need updates. Followers get every update by email.
STEP 4
We investigate
Apprentice Support acknowledges the ticket, confirms the priority, and will communicate updates to you on the ticket.
STEP 5
Resolution
The ticket is closed with a fix or workaround, or escalated to Engineering. If a code fix ships, we post the release version on the ticket.
Production blocked?
If production is blocked, your ticket should be marked Urgent or Critical. Here's what those two priorities mean:
P0 Urgent
The whole system is down or no users can use it, with no workaround.
P1 Critical
A major function is unusable for many users, directly affecting production or batch release.
In the portal: raise a ticket with urgency set to Urgent or Critical. This alerts the whole support team automatically.
No portal access: email support@apprentice.io with URGENT at the start of the subject.
Phone: numbers are on Apprentice Support Channels, but any investigation will still require a ticket or email with appropriate evidence, and a call does not trigger the automatic team alert.
Best practices for a faster support investigation
✓ Raise a ticket or email instead of calling. Our investigations depend on screenshots, exact steps, the environment URL and the records involved, and this information is difficult to communicate over a phone call.
✓ Include everything up front. An investigation can only begin once we have all the information needed to properly investigate the issue, so use the checklist below.
✓ Use the portal whenever you can. New tickets are seen by all support personnel as soon as they are created, and nothing is lost between shifts or time zones.
✓ Set the right urgency. An Urgent or Critical ticket automatically notifies every support and support-adjacent team member. A phone call does not.
✓ Keep the conversation on the ticket. You get a written record for your own quality system: who reported what, when, and how it was resolved.
What to include in every ticket
Site, and the environment URL in the form company-dev.apprentice.io
Users impacted, with their email addresses
Date, time and time zone of the issue
Summary of the issue, and what you expected to happen
Full steps to reproduce procedure or batch name, step, material or equipment involved
Web version, and iOS app version if a device is involved
Urgency, plus screenshots, videos or error text
Tickets missing these details will likely take longer to resolve while we wait for the missing information. Environment upgrade requests go to your Delivery Lead, not the portal.
Ticket statuses
Apprentice Support continues to monitor tickets in every status, including Closed, for comments and questions.
Contact Apprentice Support
NO PORTAL ACCESS
Email
support@apprentice.io, 24/7. Put URGENT at the start of the subject for P0 and P1 issues.
Phone
24/7. Numbers are on Apprentice Support Channels. Any investigation will still require a ticket or email with appropriate evidence.