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Athento's support coverage

We will always have your back.
When you subscribe to an Athento's plan, you also receive the coverage of its technical support.

All plans include

  • Backups
  • Updates
  • Product documentation and resources

Plus

Basic help for you team

Standard

Plus plan coverage boosted
  • Support availability 10-17 M-F
  • Access to the support center
  • Up to 4 Authorised contacts
  • Up to 50 Tickets included per year
Popular

Company

Standard coverage +
  • Support availability 9-20 M-F
  • Phone support
  • Up to 10 authorised contacts
  • Up to 125 tickets included per year

Service Level Agreement

Response Time.
According to your support plan, we will reply to your support requests in the following times

Severity level

  • Blocker
  • Critical
  • Major
  • Trivial

Plus

  • 8 hours
  • 3 days
  • 4 days
  • > 5 days

Standard

  • 6 hours
  • 2 days
  • 3 days
  • > 4 days

Company

  • 4 hours
  • 8 hours
  • 2 days
  • > 3 days

Resolution Time.
According to your support plan, we will solve your support requests in the following times

Severity Level

Plus

  •  
  •  
  •  
  •  

Standard

  • 10 hours
  • 5 days
  • 10 days
  • < 30 days

Company

  • 7 hours
  • 2 days
  • 5 days
  • < 15 days

Frequently asked questions

Yes, all Athento plans offer support services. The basic coverage includes maintenance, solving bugs, software updates, and backups.

Response time is the time between ticket creation and the first agent reply.

Response time is calculated in business hours.

It is the time it takes to solve an incident or answer a customer question.

These are the people that are entitled to report incidents.

Yes, this limit is the number of tickets included in your plan. This limit is measured on a yearly bases. You can upgrade the number of tickets at any time.

Blocker severity means that the service is currently unavailable.

The service is available but critical features (such us create or read documents) is unavailable. 

There is a moderate impact on the service. For example, intermittent downtime, high increase of latency or lost of features that are not critical for users to work with the system.

The impact on the user’s work is low. Under this category, you can also find user questions or suggestions.

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