Atlantic Computing - Support Aware and Administered Services


	Two Levels of Service that go beyond support — wired, wireless and streaming

Atlantic's Support Aware Service

Atlantic understands that sometimes it is difficult to arrive at a timely solution when dealing with a manufacturer's help desk. They don't have intimate details of your network, and their support stops at their products. Atlantic now offers a support overlay program where we field your initial support request and offer assistance. When the manufacturer needs to be engaged for help, we will assist with the process and insulate you from the bureaucracies of a multi-tiered support model.

Atlantic's Support Aware offers a safety net to wrap around your already contracted manufacturer support. Call us with your issues and we'll help get you to the best solution. Most of the time, we get there without involving the manufactuer - but when we can't, we'll help broker the issue with the manufacturer's help desk and insulate you from the spanking machine that will likely ensue.

No Finger Pointing - Atlantic has no agenda except to get to a solution. That means we'll help arrive at a solution regardless of where the ultimate fault lies -- whether it's the point product we are supporting, or something that works (or doesn't work!) around it.

We Know You - As a customer of Atlantic we already know a lot about your network. When you call a manufacturer, it's like you are being introduced for the first time -- every time! Atlantic can cut past the get to know you phase and get the root of the problem.

Atlantic's Administered Services

In response to a need for a different level of remote assistance, Atlantic offers a new type of remote managed service. Unlike standard help desk support, Atlantic's Administered Services give customers the ability to outsource policy changes and troubleshooting, yet offers far more flexibility than managed service offerings -- allowing local administrators to retain the visibility of their environment.

Atlantic's Administered Service is provided on top of manufacturer maintenance programs. It is not limited to the particular security/wireless/streaming device, but can also assist with other critical services including Email, DNS, routing, etc. The service level is 24x7, with a maximum two-hour response window for emergencies. Atlantic's Administered Services include remote configuration support with changes and technical help on-demand. When assistance is needed from a manufacturer, and support is available to the customer, Atlantic will lodge the tickets, interact with the manufacturer, and affect the recommended solution.

The service is provided with an on-site appliance to provide secured, tunneled access for management, logging, and out-of-band management capability. Access can be enabled/disabled locally, by the administrators, if desired. Both remotely and on-site, Atlantic's infrastructure includes basic health checking for device parameters, with reporting.