Aptible’s mission is to help your team build trust on the Internet. To best support your team in that effort during on-boarding and beyond, we have broken down how the Aptible Customer Success Teams can be of service to your team.
We aim to support and communicate with customers using our customers’ preferred modes of communication. The details below outline reliable ways to get in touch with us, as well as anticipated response times for each support method.
|Method of Support*||Intended Party||Standard Response Time||Ideal Use Scenario||Examples|
|Check In Calls||DPA or CSM||Live, 30 minute call with your CSM and a DPA. These are offered weekly for the first four weeks of onboarding (though can be canceled at your discretion).||Larger scale questions during onboarding related to designing or operating your ISMS or that will warrant a discussion.||How can I implement this control at my company?|
What is the audit process like?
|Drift Chat (in Comply)||DPA||24 Hours (or end of next business day if on weekends)||Non-urgent questions regarding designing or operating your ISMS, typically when onboarding to Comply.||What does “MDM” stand for?|
How can I copy this template?
|ZenDesk Ticket email@example.com||DPA or CSM||2 Business Days||Non-urgent questions that can be addressed asynchronously.||Can you send me my most recent contract?|
Can you recommend an ISO 27001 auditor?
|Direct Email||DPA or CSM||2 Business Days (or sooner, if deemed urgent by Aptible)||All questions —particularly urgent ones—are welcomed via direct email. Also ideal for questions that can be answered asynchronously.||When is my renewal date?|
Can we set up a call?
How can I add a new user?
*Note—we will ultimately respond to you if you contact us via any of these methods, however, please note the standard response time on each. Some questions/issues may vary depending on the responder’s current workload and schedule.
This includes weekly support (up to thirty minutes per week of live check-ins or meetings) during the first four weeks of onboarding.
Whether you are a new customer going through onboarding or have been using Aptible for years, we encourage you to connect with us with firstname.lastname@example.org or via email. Please note our standard response times (outlined above) and reach out to your CSM if you have issues or concerns.
Our goal is to support you based on the deadline you provide us during kickoff, but we ask you to keep in mind that we are supporting other incoming requests, business initiatives, and customer questions, so we will need to schedule accordingly if your deadline requires more than our standard support levels.
Talk to your Account Executive or CSM on our additional support packages.