Support Policy

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Availability

Atlas Authority product support is available Monday to Friday, 9 AM to 6 PM Eastern time except for the holidays listed below.

Holidays

  • New Year’s Day: Monday, January 1
  • Birthday of Martin Luther King Jr.: Monday, January 21
  • Birthday of George Washington (President’s Day): Monday, February 18
  • Memorial Day: Monday, May 27
  • Independence Day: Thursday, July 4
  • Labor Day: Monday, September 2
  • Indigenous Peoples’ Day: Monday, October 14
  • Veterans Day: Monday, November 11
  • Thanksgiving Day: Thursday, November 28
  • Christmas Day: Wednesday, December 25

Support Ticket Types

We categorize support requests as Critical and Non-critical. Critical requests are ones where the parent application is impacted by our app, or the primary functionality of our app is not working. Non-critical issues are everything else. 

Service Level Agreement

Critical 4 Hours
Non-critical 1 Business Day

Support Entitlement

The above Service Level Agreement applies to organizations that have an active paid license for our apps. Evaluators and expired license holders will be assisted on a best-effort basis.

Support Includes

  • Incident Support – Identifying and troubleshooting problems in the system
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration

Support Does Not Include

  • Customers without a valid maintenance agreement
  • End of Life, Beta, Release Candidate or Development releases
  • Customized versions of  Atlas Authority products (customized = original product code has been modified)
  • Development questions or requests (like scripting, programming tasks etc).
  • Third-party application integrations or third-party plugins
  • Support for end-users
  • Product training
  • Support in languages other than English
  • Professional Services