AtlasMaestro offers support packages based on your organization’s needs. Every subscription automatically includes internet based maintenance and community support – comprehensive help articles, user forum and a web based support portal. For newspapers that require direct access to AtlasMaestro experts, customizations, and guaranteed response times, extended support packages are included with each of the paid subscription plans. Standard Support is included with every Professional Plan subscription. The Standard Support package offers email access to AtlasMaestro experts and unlimited case management, and a guaranteed response time within twenty-four (24) hours. Premium Support offers dedicated support personnel with a guaranteed response time within two (2) hours, unlimited case management and access to support personnel through phone service. The Premium Support package is included with every subscription to the Enterprise Plan or MaestroMax subscription.
System Maintenance
System Maintenance Services include periodic updates of software, documentation and related supporting materials. New feature requests filed by subscribers will receive prioritized scheduling in AtlasMaestro’s software maintenance process. Check the Development Roadmap page for our development priorities and estimated timeline.
Community Support and Discussion
AtlasMaestro has a diverse user and developer community. Support is not only available from the AtlasMaestro support staff, but power-user tips and tricks are also freely available from the online user community in the User Forum. We highly recommend not only looking for answers in the User Forum, but also adding your expertise to the questions posted.
Email Technical Support
All inbound emails are queued, measured in severity, assigned a case, and tracked through completion. The email response offers an effective channel to communicate directly with the AtlasMaestro experts. Contact our support team for more information.
Prioritized Response Time
Response time is prioritized based on the issue severity. AtlasMaestro experts will assist on a timely basis based on the urgency, and in compliance with the response time guarantees of the support level.
