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ATBS Support Contracts
No matter your 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
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
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
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
- Priority Level Definitions
Priority 1 – Low
Priority 2 – Medium
Priority 3 – High
Priority 4 – Urgent - Priority response times include local business hours only and excludes weekends and holidays
- Priority response times include local business hours only and excludes weekends and holidays
- Priority response times include local business hours only and excludes weekends and holidays
- Voicemail to ticket feature. Includes time for ATBS to call and clarify if needed
- Estimate will be emailed prior to development. Must be approved and paid per ticket, per request prior to development
- All open invoices will be converted to one invoice, emailed on the 2nd and 16th of each month
- 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.