OUR SERVICE DESK

OUR TEAM OF FRIENDLY TECHNICAL ENGINEERS 

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.

one

Critical Incident

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

Number 2

Incident
(HIGH)

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

Number 3

Incident
(MEDIUM)

Service affecting single user.

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

Number 4

Request
(Low)

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

"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

AVERAGE 2018 SERVICE DESK RATING

4.89/5

2019

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