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Apricot Support | Critical Cases and After-Hours Support

  • February 4, 2026
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Evonne Dao
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Critical Cases

Critical cases are defined as: Client’s production use of the Bonterra Software is stopped or so severely impacted that no User can reasonably continue to use or access the Bonterra Software. Critical requests have one or more of the following characteristics:

  • (a) data corruption,

  • (b) Bonterra Software hangs causing unacceptable delays or

  • (c) the Bonterra Software is inaccessible.

     

After-Hours Support

Please see our scheduled maintenance, unscheduled maintenance and any open incidents on our status page.

 

Apricot Status Page

We do not currently offer after-hours support. You can still create a case as detailed in the below article, however a response will only be received within support hours.

 

Contact Apricot Support
 

What is considered a critical case in Apricot? | Does Apricot offer after-hours support? | What should I do if Apricot is completely down? | How do I report a system outage in Apricot? | Where can I check if Apricot is experiencing an outage? | What qualifies as a critical production issue in Apricot? | Can I submit a support case outside of Apricot support hours?

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