Over 10 years we help companies reach their financial and branding goals. Engitech is a values-driven technology agency dedicated.

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411 University St, Seattle, USA

engitech@oceanthemes.net

+1 -800-456-478-23

ATBS Support Contracts

No matter your support need we have the perfect support contract for you!

Premium Support Plans

Customer success and understanding of their website is a top priority for ATBS. Each customer is
provided with access to our online knowledgebase and support ticket system for online guidance
and support. However, this basic plan does come with limitations. To maximize the use of
support and obtain faster replies with quicker turn-around, customers are offered access to our
Premium Support Plans.

PREMIUM SUPPORT
Premium Support provides one-on-one engagements with ATBS Support Team Members and
quick replies to support tickets.

Guidance
Access to developers for questions regarding your website, best practices, industry
questions and more.

Support
Get fast access to our most skilled technical resources via
Support tickets. Whether you have how-to
questions, technical issues, or need developer support, we give you fast,
expert answers

Training
Exclusive access to a scheduled call with a developer for an in-depth tutorial of your new
website. Get your questions answered and an explanation of the features at your disposal.

PREMIUM+ SUPPORT
Premium+ Support provides all of the same benefits as Premium support with the addition of
chat and phone support as well as limited support on weekends and holidays

Signup for a ticketCMS Premium Support Contract

All ATBS Support contracts are yearly

Standard

Free
Free SLA included with all monthly services
  • Initial Support response time by case Priority Level1
    2 business days 2
  • Annual Admin panel training
    via Online Tutorials
  • Ticket Incident billing
    Per incident, Billed in advance 6
  • Proposal Development for Custom Development
    $90 each No fee if accepted Excludes PHP/Database
Free with ALL Plans

Premium

$399/ month per user
  • Initial Support response time by case Priority Level1
    3 hours during ATBS business hours 3
  • Available Live Chat Support
  • Annual Admin panel training
    1 hour phone
  • Ticket Incident billing
    Bi-weekly project reports and invoicing 7
  • Proposal Development for Custom Development
    3 per month. Fee of 5% if rejected thereafter Includes CSS/php/database quotes
Get Started Now

Premium+

$999/ month per user
  • Initial Support response time by case Priority Level1
    Priority 1: 1 hour4
    Priority 2: 1 hour
    Priority 3: 30 min
    Priority 4: 15 min
  • Available Live Chat Support
  • Phone support ticket submission5
  • Annual Admin panel training
    5 hours phone
  • Ticket Incident billing
    Monthly project reports and invoicing8
  • Proposal Development for Custom Development
    3 per month No fee if rejected
Get Started Now
  1. Priority Level Definitions
    Priority 1 – Low
    Priority 2 – Medium
    Priority 3 – High
    Priority 4 – Urgent
  2. Priority response times include local business hours only and excludes weekends and holidays
  3. Priority response times include local business hours only and excludes weekends and holidays
  4. Priority response times include local business hours only and excludes weekends and holidays
  5. Voicemail to ticket feature. Includes time for ATBS to call and clarify if needed
  6. Estimate will be emailed prior to development. Must be approved and paid per ticket, per request prior to development
  7. All open invoices will be converted to one invoice, emailed on the 2nd and 16th of each month
  8. All open invoices will be converted to one invoice and emailed on the 2nd of each month
Support Terms
  • All support is handled through our Helpdesk by posting a Ticket.
    • Ticket answer times are based on the SLA you are on. Learn more about ATBS Support.
    • For After-Hours Emergency Support, you call our After-Hours support line and leave a Voicemail for our After-Hours support staff to help you.
  • These are not all the Support Terms that you agree to when you signup. For a complete list of terms.

SUPPORT ​PLANS ​AND ​YOUR ​TICKETS
Premium ​support ​is ​not ​a ​maintenance ​plan ​and ​does ​not ​include ​the ​billable ​labor ​that ​may
come ​with ​your ​ticket. ​However, ​it ​does ​provide ​you ​with ​quick ​answers ​to ​your ​tickets ​and
completion ​of ​items ​requiring ​billing ​without ​the ​need ​to ​receive, ​approve ​and ​pay ​for ​individual
invoices ​for ​each ​incident ​prior ​to ​their ​completion. ​With ​this ​option, ​you ​can ​keep ​track ​of ​your
projects ​and ​conveniently ​pay ​for ​them ​at ​the ​frequency ​associated ​with ​your ​plan ​saving ​you
time.

LIVE ​SUPPORT
Sometimes ​it’s ​just ​easier ​to ​chat ​with ​a ​live ​person ​than ​send ​an ​email. ​Our ​new ​live ​support
option ​will ​allow ​you ​to ​connect ​with ​a ​developer ​which ​will ​automatically ​create ​a ​ticket ​for ​you
from ​your ​conversation. ​Your ​live ​chat ​agent ​will ​be ​able ​to ​investigate ​your ​incident ​immediately.

PHONE ​SUPPORT
With ​this ​new ​feature, ​you ​can ​call ​and ​leave ​a ​message ​which ​will ​automatically ​transcribe ​to ​a
ticket ​for ​you ​which ​means ​you ​no ​longer ​have ​to ​type ​your ​tickets ​if ​you ​would ​prefer ​to ​call.

WEEKEND ​AND ​HOLIDAYS
ATBS ​provides ​24/7 ​emergency ​support ​for ​ATBS-related ​issues. ​If ​your ​server ​is ​having ​an ​issue,
regardless ​of ​your ​plan, ​you ​have ​access ​to ​support. ​However, ​this ​does ​not ​include ​user-errors.
While ​ATBS ​will ​provide ​support ​for ​these ​items ​on ​the ​weekend, ​it ​comes ​with ​an ​hourly ​rate.

CHANGES ​TO ​POLICIES

ATBS ​may, ​with ​notice, ​make ​changes ​to ​the ​features ​available ​with ​support ​plans. ​These
changes ​will ​take ​effect ​30 ​days ​after ​notification ​to ​you.

CANCELLATION
Premium ​Support ​plans ​are ​billed ​annually ​for ​each ​user. ​In ​the ​event ​you ​would ​like ​to ​cancel,
your ​Premium ​Support ​account ​will ​not ​be ​renewed ​on ​the ​next ​billing ​cycle. ​ATBS ​does ​not ​offer
prorations ​or ​refunds ​for ​unused ​portions ​of ​the ​Premium ​Support ​plans. ​ATBS ​cancel ​any ​time
without ​a refund

ADDITIONAL ​INFORMATION
ATBS ​Support ​plans ​are ​subject ​to ​all ​terms ​and ​policies ​outlined ​in ​your ​original ​software
agreement. ​For ​a ​copy ​of ​your ​software ​agreement, ​please ​email ​your ​sales ​representative

Learn more about our Support services.