Service level agreement covering support for licenses of the Atom multichannel platform.
Any services required in addition to those set out in the Service Order will carry an additional cost.
During the term of this Agreement, the service provider will make the Software available twenty-four (24) hours a day, seven (7) days a week, at least 99% of the time measured monthly, excluding Excused Downtime. The service provider will be deemed to have failed to meet the required availability only if the software does not achieve the 99.99% availability described above, as measured over a given calendar month, in accordance with the following formula:
a = ( [ (b − c) − d ] × 100 ) ÷ (b − c)
The Service Provider will give notice before any scheduled maintenance, stating how long access to the platform will be suspended. Scheduled maintenance treated as “excused downtime” must not exceed 10 hours per month.
It is further specified that, in the event of an interruption of the messaging service attributable to Facebook, WhatsApp or other providers, the Provider will ensure the customer is informed so that such interruption is not counted within the provider’s metrics.
The Service Provider offers three Technical Support coverage options:
The agreed response and resolution times depend on the severity of the problem encountered and are defined in the following tables.
| Severity | |||
|---|---|---|---|
| Critical | Major | Minor / Non-Urgent | |
| Criteria | The service contracted by the customer is completely interrupted due to a defect in the Platform or Operating System. System unavailability has critical consequences for the customer, such as data loss or business interruption. | Some software features are unavailable, such as report generation, etc., but the core function of the solution remains available. | Requests for improvements or modifications to reports, or other minor, non-serious program errors. Does not include requests for new features. |
| Starter (8×5) | Team (8×5) | Professional (12×5) | Enterprise (12×5) | |
|---|---|---|---|---|
| Acknowledgment of report receipt | Critical: < 12 hours Major: < 24 hours Minor (non-urgent): < 72 hours | Critical: < 6 hours Major: < 12 hours Minor (non-urgent): < 48 hours | Critical: < 4 hours Major: < 8 hours Minor (non-urgent): < 24 hours | Critical: < 2 hours Major: < 4 hours Minor (non-urgent): < 8 hours |
| Resolution times | Critical: < 72 hours Major: < 10 days Minor (non-urgent): < 30 days | Critical: < 48 hours Major: < 8 days Minor (non-urgent): < 20 days | Critical: < 24 hours Major: < 5 days Minor (non-urgent): < 15 days | Critical: < 12 hours Major: < 3 days Minor (non-urgent): < 5 days |
The Service Provider makes available a communication channel for technical support across all of its marketed products and services. To report an incident, follow these steps:
Service description: Atom’s Onboarding process comprises a series of configuration sessions, training and resources designed to enable optimal use of the platform. The duration and scope of that process will depend on the plan contracted (Team, Professional or Enterprise), each being subject to a maximum number of allocated man-hours. Any request for support or additional implementation that exceeds the hours included must be handled exclusively through an Atom-certified partner.
Service delivery period: Up to ninety (90) calendar days from the subscription activation date.
The onboarding service will be delivered by an Atom Implementation Specialist and will cover the following activities, with the distribution of hours indicated according to the plan purchased:
| Area | Scope | Team | Professional | Enterprise |
|---|---|---|---|---|
| Marketing | Ad spend optimization and Lead Generation WhatsApp API activation Business Manager verification | 2 | 4 | 6 |
| AI | AI Agent implementation AI optimization (Smartons) | 5 | 10 | 15 |
| Integrations | HubSpot integration setup Integrations via API | 3 | 6 | 9 |
| Training | Total hours according to the contracted plan | 4 | 8 | 10 |
| Onboarding | Discovery and Atom configuration Run tests and optimize the implementation | 6 | 12 | 20 |
| Total hours | 20 | 40 | 60+ |
The role of Customer Success at Atom is to act as our customers’ strategic ally, focused on sharing best practices and getting the most out of the platform so they reach their objectives and goals. The scope of the Customer Success role varies according to the plan purchased and the frequency of the service requested or delivered. The following table sets out the detail by plan and service:
| Maximum hours per month by Plan | ||||
|---|---|---|---|---|
| Item | Scope | Team | Professional | Enterprise |
| CSM Growth | Strategic commercial support. | On Demand | 2 hr | 4 hr |
| Standard RevOps | Optimization of the flow with the most existing traffic. | 2 hr | 4 hr | 8 hr |
| AI RevOps | Improvements to AI on existing prompts. | Not applicable | 4 hr | 8 hr |
| Integrations RevOps | Review of existing integrations (e.g. HubSpot, APIs) | Not applicable | 4 hr | 8 hr |
| Admin Training | Support for the Administrator | Not applicable | 1 hr | 2 hr |
| General Training | Agents, Supervisors | Help Center + online resources | Help Center + online resources | Help Center + online resources |
| Support | Via tickets | Tickets 48 hrs | Live chat | Live Chat |
* If additional training is required, please note that each hour costs $100.
* If you require hours in addition to your current plan, please ask about Additional Services.