Committed to service excellence

See our SLAs, feedback scores and how we maintain our service standards.

PRINCIPLES OF OUR SERVICE

Every managed service provider will tell you they have a high standard of service. Instead, let us tell you how we keep our service standards high.

UK-based operations

Our friendly service desk colleagues are based in Newcastle-upon-Tyne.

manned by Engineers

All of our service staff are fully qualified engineers that aim to resolve, not triage.

Management
reporting

Tailored progress reports from our Service Excellence Manager.

Account
Management

A dedicated representative for escalations for all customers.

Proactive
Approach

We aim to fix recurring problems to stop them happening.

Transparent
Process

We’re happy for anyone to view our SLAs and openly publish our customer feedback through NPS.

UPTIME SLAs

Our primary infrastructure service is Tier 4 certified Microsoft Azure, offering a standard expected uptime of 99.995% (meaning 26.3mins of downtime annually).

However, we can utilise Locally Redundant Storage (LRS) within Azure, which replicates your data three times, to give an uptime SLA of 99.999999999% (11x 9’s!). We can also utilise Geo-Redundant Storage (GRS) to replicate your LRS to a separate physical location, hundreds of miles away, to push uptime even further – 99.99999999999999% (16x 9’s!).

To put it another way; if uptime is important to you, we’ve got your covered.

RESPONSE AND RESOLUTIONS SLAs

As is standard within the industry, we categorise support requests in a four-tier system and hold ourselves to competitive agreements. Unlock to view our SLAs.

one

Critical
Incident

Entire service down for all company users.

Number 2

Incident
(High)

Multiple loss of a single service for multiple users.

Number 3

Incident
(Medium)

Service affecting single user.

Number 4

Incident
(low)

Information requests.

CUSTOMER FEEDBACK SCORES

We use the increasingly popular Net Promoter Score (NPS) framework to monitor customer feedback over time. The NPS framework is a scoring system based on the question below, where answers from a ten-point scale are coded to give a possible score ranging from -100 to +100. An average score of +70 is generally considered a world class benchmark.

| “How likely are you to recommend [company] to a friend or colleague?”

As part of our commitment to service excellence, we publish our NPS scores here each month.

A graphic illustrating the NPS scale

Our NPS: OCT 2020

A scoring gauge

+72

"As always the Atlas assistant was very understanding of the problem and dealt with it quickly and professionally."
John Glistin, Northern Bear Plc
"Peter is always the best support analyst to deal with at Atlas. Professional manner & outstanding product knowledge, every time."
Garry Harrison, HSE Offshore Ltd
"Even at 5:50pm on a Friday night Abu still persevered and helped to resolve my issue. Many thanks!"
Sara Blannin, Ecus Ltd
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