Get Help from the Symphony Support Center
Purpose: This guide helps you navigate the Support Center to find solutions, explains the fastest way to submit a technical ticket, and outlines the expected response time from the Help Desk team.
Table of Contents
1. Find Answers in the Knowledge Base
2. Submit a Ticket for Technical Issues
Before You Start
Make sure you know the following crucial facts before contacting support:
- You must know your Contract Vehicle (the specific website URL (Uniform Resource Locator)) and your company's UEI (Unique Entity Identifier) for account-related issues.
- There is no direct phone number available for support.
Steps
1. Find Answers in the Knowledge Base
The fastest way to find an answer is to use keywords in the search bar.
- Access the Support Center: Go to the Help Desk portal (Help and Information/Support).
- Enter Keywords: Enter a keyword in the search box. For example, searching for "Multi-Factor Authentication (MFA)" or "Password" yields many useful results.
- Refine Search: The search uses a "starts-with" mechanism, displaying exact matches first. Do not type a full question.
The Knowledge Base search bar showing a convenient keyword-based searching mechanism.
2. Submit a Ticket for Technical Issues
If you cannot find a solution, submit a ticket for a guaranteed response within the service window.
- Click the Submit a Ticket button in the top right corner of any help page.
- Fill out the form completely, providing your email, name, and the contract vehicle you are using.
- Describe the Issue: Explain your problem clearly. Include the Contract Vehicle, the Symphony feature that is failing, and a screenshot of any error message.
- Click the final Submit button.
Ticket submission form showing fields for contact information and issue description.
3. Track Response Times
Responses are provided only during business hours.
- Check Service Window: Responses are provided within four business hours (8:00 am - 8:00 pm ET) from Monday to Friday, excluding Federal Holidays.
- Check Spam: If more than four hours pass during a regular business week, check your junk/spam folders for the client.support@apexlogic.com email address.
- Video Conference: If your issue requires a meeting, submit a ticket requesting a video conference, and the team will set up a meeting via Google Meet or another tool.
Email inbox showing a new message from the support team.
Troubleshooting
Issue | Fix |
You submitted a ticket but didn't get a response within 4 business hours. | Check your Spam or Trash folders for an email from client.support@apexlogic.com. |
You are having an issue that requires a phone call or meeting. | There is no direct phone number. Submit a ticket and request a video conference; the team will set up the meeting. |
Your search is returning poor results. | Use keywords (e.g., "MFA," "UEI") instead of typing a full question, as the search mechanism works best with partial matches. |
Related Articles / Links
- Submit a Ticket to the Symphony Help Desk—The direct link to our Customer Service Representatives and Technicians
- Understand Your SAM Connection and Contract Websites—For verifying your UEI
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