Contact Us
If you are experiencing an IT problem, request support by completing the form below.
Submit a Ticket
Experiencing an Emergency?
Power outage, system down, no internet, or click a malicious link? Follow the instructions below:
- Do not submit a ticket or form
- Call our Help Desk immediately at 877.866.APEX (2739)
Not Sure If It's Urgent?
Use the guide below to help you determine your urgency and impact level before submitting a ticket.
Urgency Level
High Urgency (Needs immediate attention)
- You cannot work at all (computer won’t start, system crashes, no login access)
- The issue affects multiple users or the entire company
- There is a security concern (phishing, suspected malware, compromised account)
- Major business systems or networks are down
Medium Urgency (Affects work but not a complete stop)
- The issue is impacting your productivity, but you can still perform some tasks
- The problem affects only one user
- There is no security risk
- You have a workaround, but it’s slowing you down
Low Urgency (Minor inconvenience or general request)
- The issue does not affect your ability to work.
- It’s a routine request or small annoyance.
- It’s a planned change or improvement.
Impact Level
High Impact
- Entire departments or company are affected
- Mission‑critical work is blocked
Medium Impact
- A single user or small team is affected
- Job productivity is reduced
Low Impact
- Minor issue or no real disruption to work
- The request is informational or cosmetic
Troubleshooting Tips
Before you send in a ticket, here are some common issues and quick steps you can try to resolve the problem.
How do I report a phishing email?
If you think you’ve received a phishing email:
- Do not click any links or download attachments.
- Do not forward the suspicious message.
- Instead, send it as an attachment to our help desk team: tickets@apextechgroup.com. After sending it, feel free to submit the Contact Us form with a quick note so our team can keep an eye out for your report.
What should I try before submitting a ticket?
Sometimes a quick reset can save you time. Before submitting a ticket, try these common fixes:
“Have you tried…?”
- Restarting your device
(fixes many temporary software and connectivity issues) - Checking your internet connection
(Wi-Fi on? VPN connected if needed?) - Logging out and back into the application
- Trying a different browser (Chrome, Edge, Firefox)
- Disconnecting and reconnecting Bluetooth or USB devices
- Verifying cables/power on monitors or docking stations
- Clearing your browser cache if websites aren’t loading properly
- Running updates if prompted by your device
If you’ve tried these and still have an issue, go ahead and send us a ticket—happy to help!
What are some common reasons users submit a ticket?
Users typically reach out for help with issues like:
- Password resets or account lockouts
- Email issues (can’t send/receive, suspected phishing, syncing problems)
- Performance problems (slow computer, freezing, crashing)
- Application errors or software not launching
- Connectivity issues (Wi-Fi not working, VPN failing, printers offline)
- Hardware problems (mouse/keyboard not working, monitor issues, device not powering on)
- Access problems (can’t reach shared drives, folders, or internal tools)
- New device setups or onboarding support