Apex EDI offers various levels of support to our clients. Each level is set to help with specific issues geared toward their specialties.
Tier 1 is our basic on-call support team. They are trained in basic issues and can help with certain rejections and processes. When you call Apex EDI, they are the support staff that you will speak with; if they are unable to resolve your issue, they will then direct you to where you need to go. Most of the time they will create a ticket for our Tier 2 support to analyze, or transfer you to the specific department you're needing to reach.
Tier 2 is our intermediate support team. This team will handle any issues that our Tier 1 support staff can't as well as things like software installs and error troubleshooting. When sending an emails to Apex EDI, these are being addressed and monitored by our Tier 2 team. They will be able to assist you with the majority of difficult issues and will be the main point of contact.
Tier 3 is our team of advanced specialists. These specialists will handle the most complicated and difficult issues that are presented to our Support staff. Often times Tier 2 will pass a ticket to Tier 3 when it's an issue that is too complicated or above their training. Generally these issues can take up to a few days to resolve, depending on how complex it is. However, these are our top trained staff, and are trained in everything within Apex, so expect great results!
Due to having a tiered system, you will need to go through the lower tiers in order to request aid from a higher tier. You can always email directly to our Tier 2 staff, but when calling you will first be assisted by Tier 1. The Apex Support staff will then determine which tier the issue belongs in and get you to the appropriate assistance! To find the contact information, click here.