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ATL strives to deliver the highest level of support services in meeting the needs of our customers. ATL is an ISO 9001:2000 Certified Firm as well as a Microsoft Gold Certified Partner.
ATL GOLD Support is the most popular and complete support package, providing the best value for customers. The ATL GOLD Support Package is included free of charge for the first year of software purchase.
Subsequent years of support can be purchased at levels that meet client's support needs. The cost for subsequent years of support is based on the number of software modules purchased. The ATL PLATINUM Support Plan is 30% of software costs and primarily designed for clients with 24/7 mission critical operations. The ATL GOLD Support Plan is 15% of software costs. The ATL SILVER Support Plan is 10% of software costs and the ATL BRONZE Support Plan is 5% of the software costs.
ATL has a range of support programs designed to fit your current and future needs:
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ATL PLATINUM Support Services
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The PLATINUM Support Plan is the most comprehensive and is most appropriate for customers who require maximum responsiveness, or have higher availability requirements for the implementation and running of mission-critical LIMS systems. PLATINUM is available for customers with operations in a single location, or multiple locations and countries. There are many elements that contribute to the successful implementation of a robust LIMS systems and ATL PLATINUM support is clearly positioned to help customers get the most out of their LIMS system, assuring continued success with ATL software. ATL PLATINUM includes all services at the BRONZE, SILVER and GOLD levels and in addition offers customers the following benefits:
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ATL PLATINUM includes all services at the BRONZE, SILVER and GOLD levels and in addition offers customers the following additional benefits:
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- Programming Support (8 hours included at no charge)
- Dedicated LIMS Account Manager
- Dedicated Software Engineer (with beeper for extended support hours)
- Annual LIMS Check-up (software engineer travels to site to provide an annual LIMS overview)
- Annual LIMS training to ATL facility to train LIMS Administrators on the latest advancements in LIMS
- Unlimited Technical Support - Response for customer problems and questions, delivered by expert software engineers
- Dial-in Remote Support (available at a reduced rate from GOLD)
- Access to Web Site User Support Area and Software Service Packs
- Product Upgrades
- Migration Credit
- LIMS Solutions Newsletter
- LIMS Training Webinars
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ATL GOLD Support Services
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The GOLD support service is the second most appropriate for customers who require maximum responsiveness, or have higher availability requirements for the implementation. GOLD is available for customers with operations in a single location, or multiple locations and countries. There are many elements that contribute to the successful implementation of a robust LIMS systems and ATL GOLD support is clearly positioned to help customers understand ATL LIMS systems, assuring continued success with ATL software. ATL GOLD includes all services at the BRONZE and SILVER levels and in addition offers customers the following benefits:
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In addition to the SILVER services, it provides the following:
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- Unlimited Technical Support - Response for customer problems and questions by expert software engineers
- Programming Support (2 hours included at no charge)
- Dial-in Remote Support (available at a reduced rate from SILVER)
- Access to Web Site User Support Area and Software Service Packs
- LIMS Solutions Newsletter
- LIMS Training Webinars
- Free Product Upgrades
- Migration Credits
- Dedicated LIMS Account Manager
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ATL SILVER Support Services
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With a full range of robust and planned support deliverables, ATL SILVER is one of the most extensive ATL support products.
SILVER includes all services at the BRONZE level and in addition offers customers the following additional benefits:
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SILVER includes all of the services at the BRONZE level and provides customers the following:
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- Technical Support - Response for customer problems and questions by expert software engineers (10 incidents/year)
- Programming Support (available at additional cost)
- Dial-in Remote Support (available at a reduced rate from BRONZE)
- Migration Credit
- Access to Web Site User Support Area and Software Service Packs
- LIMS Solutions Newsletter
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ATL BRONZE Support Services
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ATL BRONZE offers a comprehensive support for ATL's Laboratory Information Management Software Systems and is the choice for customers who need core support services. To ensure a high level of confidence during normal business hours, the following components are provided:
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To ensure a high level of confidence during normal business hours, the following components are provided:
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- Technical Support - Response for customer problems and questions by expert software engineers (5 incidents/year)
- Programming Support (available at additional cost)
- Dial-in Remote Support (available at additional cost)
- Access to Software Service Packs
- LIMS Solutions Newsletter
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 ATL Support Options
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