Atlas Services

Support

Atlas operates a range of support services to suit all of our customer’s requirements.

If you have our Standard Support package, which operates Monday to Friday between 9am and 5-30pm (excluding Bank Holidays) and you need any assistance, information or guidance about using your installed Atlas products don’t hesitate to call our UK-based Helpdesk on 01942 252000 or e-mail

We operate an online ticketing system that logs enquiries as they come in and sends you an e-mail confirmation that we have received you enquiry. We aim to respond to all calls and e-mails within 30 minutes.

Our experts also have the know-how to recognise when a telephone call is indicating a more serious problem requiring an escalated response to maintain business continuity.

We have three enhanced levels of support, all providing access to the same expertise, but with increased coverage out of normal office hours.

Our Gold Support package provides access to our Helpdesk from Monday to Friday between 8am and 8pm excluding Bank Holidays while our Gold Support Plus operates from Monday to Sunday between 8am and 8pm excluding Bank Holidays.

Our most comprehensive package is our Gold 24 package which, as the name suggests, provides coverage 24 hours a day, 365 days of the year.

To access the services within these enhanced packages, customers should consult their contract for their individual telephone numbers.

Business Continuity

Earlier this year Atlas realised that there was a need to host its network services in places around the world. They identified a company called RackSpace who guarantee 100% uptime, Atlas made a massive investment by replicating its inhouse servers across 3 separate locations worldwide. Texas, Virginia and London were the 3 sites chosen which gives Atlas's network guaranteed 100% uptime as well as a consistent level of load balancing across the 3 sites. This investment eradicates any reservations that customers may have had with the previous server network configurations.

About Rackspace

www.rackspace.co.uk

Rackspace® is the USA and Europe's fastest growing and most successful IT hosting company.  Since 2001 Rackspace has been hosting and supporting mission critical websites, internet applications, email servers, security and storage services for over 4,000 customers. 

Rackspace is totally focused and experienced in managing hosting solutions' for customers, from simple web servers to complex online applications and email solutions.  We help our customers forget about their online infrastructure through providing Fanatical Support® for their hosted applications. 

Fanatical Support is our unbeatable level of customer service.  Rackspace employees are available 24/7/365 to meet and exceed customer's expectations.  Customers get fast responses to critical issues, unlimited technical phone support, access to our huge online knowledgebase, guaranteed 100% network uptime and many other business-critical support features.

Atlas chose Rackspace for its 100% uptime guarantee and it is always near the top of the top 25 web hosts whereas one of our previous ISP companies, Pipex do not offer 100% uptime and do not always make the list. See http://www.tophosts.com/top25-web-hosts.html

A secondary, yet important reason for Atlas choosing Rackspace is Atlas’ commitment to Green issues. Atlas has long been involved in reducing carbon footprints long before it was in vogue to say so.

GREEN HOSTING

Rackspace® takes the environment seriously and has several initiatives towards making our company greener and reducing our carbon footprint.

Rackspace became one of the UK's first IT hosting companies to offer carbon neutral hosting through tree planting in October 2006 when it partnered with the ITF, the world's longest standing tree planting charity. So far Rackspace is planting between 300-400 trees a month and has already filled up two sites in Pembrokeshire, Wales. In turn this project enables Rackspace customers to lower their own carbon footprint through tree planting, which mitigates the carbon generated through servers.

Rackspace's carbon neutral initiative is about more than just tree planting, other projects include the utilisation of a data centre, announced in April 2007, that will run on environmentally friendly energy. The data centre agreement with property and investment group SEGRO (Slough Estates Group) provides Rackspace with the ability to reduce its dependency on fossil fuel, as well as provide a more efficient way to manage its customers' needs.