Our Service Desk team is made up of skilled engineers, who are able to fix a vast range of technical issues. Using an escalation system through our first, second and third line engineers, we always have a handle on the severity of the issue at hand.

When our customers contact the Service Desk, they have a dedicated UK service team ready to take their call. They are always connected to a technical agent, not just a call handler.

Using the Service Level Agreement (SLA) below, we can determine how best to handle every individual case.


Critical Incident

Entire service down for all company users. 
SLA Response Time: 30 mins
SLA Resolution Time: 4 hrs

Number 2


Multiple loss of a single service for multiple users
SLA Response Time: 30 mins
SLA Resolution Time: 24 hrs

Number 3


Service affecting single user.

SLA Response Time: 60 mins
SLA Resolution Time: 48 hrs

Number 4


Request for any type of service / information request
SLA Response Time: 120 mins
SLA Resolution Time: 120 hrs


A graphic illustrating the NPS scale

Atlas Cloud’s NPS score for March 2020 was +84 ‘World Class’.

Our customer feedback survey operates using an Net Promoter Score (NPS) score. NPS is an industry recognised, independently defined measure. Our customer satisfaction score is based upon an aggregate of the results given to the following question:

“On a scale of zero to ten, how likely are you to recommend Atlas Cloud to a friend or colleague?”

"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


Remote Working Solutions

Picture if a brochure with a man remote working in his kitchen on the cover

Go remote within 1 week. 
From £20 per user per month.

We won’t add you to any mailing lists but we may get in touch just to check that you got the information OK and to see if you have any questions.