Aptly offers multiple ways to get help depending on your needs — from quick questions to ongoing guidance. This article outlines the support options available to you, what each is best used for, and what response times you can expect.
Live Chat Support
Live chat is the fastest way to get help for quick questions or issues.
Best for:
- “How do I…?” questions
- Troubleshooting workflows or settings
- Clarifying expected behavior
What to expect:
- Chat messages are typically answered within 15 minutes during business hours (8am - 8pm Eastern / 7 days a week)
- You’ll connect directly with a member of the Aptly Support team
Live chat is available directly within Aptly.
Email Support
Email support is ideal for detailed questions or requests that may require investigation or follow-up.
Best for:
- More complex questions
- Configuration or data-related issues
- Requests that benefit from screenshots or context
What to expect:
- Same-business-day response in most cases
- Clear next steps and follow-up if additional time is needed
- When a bug or enhancement is submitted, our team will document it and follow up with a ticket number for you to track status.
Working With Your Account Manager
In addition to Support, you also have access to your dedicated Account Manager, who can help with ongoing guidance and account-level questions.
Your Account Manager can help with:
- Workflow recommendations and best practices
- Feature guidance and adoption questions
- Strategic or account-specific discussions
Each Account Manager has a dedicated landing page where you can:
- Learn more about them
- Schedule 15-minute ad-hoc calls as needed
- Stay connected outside of support tickets
Meet our Account Management team:
- Meet Brittni
- Meet Taylor
- Meet Courtney
- Meet Denise
Not sure who your Account Manager is?
Reach out to the Aptly Support team and they’ll point you in the right direction.
Learn at Your Own Pace
If you’d prefer to learn on your own or go deeper on specific topics, Aptly also offers self-serve learning resources.
Aptly Academy
Take self-paced courses in Aptly Academy to learn core features, workflows, and best practices on your schedule.
Aptly Community
Join the Aptly Community to ask questions, connect with other users, and explore recorded webinars and training sessions.
Choosing the Right Support Option
If you’re not sure where to start:
- Quick question or issue? → Use Live Chat
- Detailed or complex request? → Send an Email
- Ongoing guidance or strategy? → Connect with your Account Manager
Our goal is to make sure you get help quickly and from the right place.
Our Commitment to You
We aim to be responsive, helpful, and transparent. While response times may vary slightly based on volume or complexity, most customers can expect:
- Live chat responses within ~15 minutes
- Email responses the same business day
If something feels urgent or unclear, reach out — we’re here to help.