Support Services

ATL upholds a commitment to excellence in product quality, support, and training. Our data management solutions are backed by comprehensive support plans and dedicated training teams that guarantee superior service.

“I wanted to let you know that the customer support team at ATL is second to none. Your team provides great service and has amazing understanding and patience. ATL’s support team should be the standard for other companies. Thanks again for the great support.”

J.F., VP Science & Quality Assurance
Marshall Durbin Science & Technology Center
Jackson, Mississippi

“I am very impressed with the rapid turnaround on a support issue which I e-mailed to ATL. The issue was quickly assigned a reference number in a confirmation e-mail, and between a follow-on e-mail and a phone call the issue was resolved the same day.”

J.C., Sr. Scientist, Characterization Laboratory
CANMET Energy Technology Centre-Ottawa
Ottawa, CANADA

“Edward Howland is one of the best software engineers I have ever worked with. I applaud his coding skills and customer service. Thank you for making the customization of legal bacteriological forms a success at Florida Department of Health-Lee County.”

D.O., Environmental Supervisor
Florida Department of Health-Lee County
Fort Myers, FL

“The decision to implement ATL Sample Master^® LIMS has been very positive and has provided our staff with new data analysis and reporting capabilities. And both during and after implementation, the ATL technical support staff has been responsive, attentive and patient. They continue to go above and beyond to assist us in anyway possible.”

J.M., Laboratory Supervisor
City of Naples
Naples, FL

Customer Support

ATL’s Technical Support is located at our corporate headquarters in West End, NC and is available via telephone during normal business hours for US customers from 8:00 am-5:00 pm ET. Our remote, dial-in access makes it easy for us to assist you. Our goal is to exceed your expectations and we are happy to assist you, so please don’t hesitate to contact us, toll-free in the US and Canada.

To Contact Technical Support
Phone	(800) 565.LIMS (5467) - call us for live technical support. Our technical support center is staffed during normal business hours and maintains on-call coverage for clients with the Platinum support agreement.
Email	support@atlab.com Once your incident is logged, you will receive a reply email with a reference number. If you require immediate support, please contact us by phone.
On-line	Sign in to our 24/7 Support Portal and complete the technical support form. You should receive an email letting you know that your support form was received. If you need faster support, please contact us by phone.

We offer four different levels to suit a variety of support needs, from advanced to basic. Most software purchases include Gold-level support complimentary for the first year.

Platinum

ATL’s Platinum Support is the most comprehensive package we offer, and is appropriate for customers who require maximum responsiveness, have higher availability requirements for implementation and running mission-critical systems, as well as operations in single or multiple locations and countries. This package is designed to help customers to get the absolute most from their LIMS or data management system, assuring a successful long-term relationship. The Platinum package includes all Gold, Bronze and Silver services, plus additional benefits:

Access: 24/7
Unlimited Technical Support: expert software engineers respond to customer problems and questions, as often as needed
Migration Credits
Access to Software Service Packs and User Support website
LIMS Solutions Newsletter and User Group meetings
Programming Support: available at additional cost
Dedicated LIMS Account Manager
Dedicated Software Engineer (with beeper for extended support hours)
LIMS Training Webinars
Free Product Upgrades
Annual Check-up: software engineer travels to site to provide an annual LIMS or data management system review
Yearly LIMS Maintenance List: provided onsite
Annual Training: held at ATL University to educate Administrators on the latest advancements in LIMS or data automation

Gold

Gold level support, which is our most popular package, is included free for the first year of any installation. After the first year, we offer four different levels to suit the specific needs of each client situation.

Access: normal business hours
Unlimited Technical Support: expert software engineers respond to customer problems and questions, as often as needed
Migration Credits
Access to Software Service Packs and User Support website
LIMS Solutions Newsletter and User Group meetings
Programming Support: available at additional cost
Dedicated LIMS Account Manager
LIMS Training Webinars
Free Product Upgrades
Yearly LIMS Maintenance List: provided offsite

Silver

Silver level service includes everything offered at the Bronze level, plus additional benefits:

Access: normal business hours
Technical Support: expert software engineers respond to customer problems and questions, up to 10 incidents per year
Migration Credit
Access to Software Service Packs and User Support website
LIMS Solutions Newsletter and User Group meetings
Programming Support: available at additional cost

Bronze

Serving as our fundamental package, Bronze level is the choice for customers who need core support services:

Access: normal business hours
Technical Support: expert software engineers respond to customer problems and questions, up to 5 incidents per year
Access to Software Service Packs and User Support website
LIMS Solutions Newsletter and User Group meetings
Programming Support: available at additional cost

Please contact us to learn more, or download our

support brochure.