ATSER recognizes that the service and support need varies from industry to industry particularly as companies begin to recognize the full scope of benefits possible through utilization of these products. ATSER has developed a range of support services which enable companies to realize the full range of the benefits of the ATSER range of products.
Help-Desk Support
Technical support engineers are available Monday through Friday 7:30 a.m.
to 5:30 p.m. (except for major US holidays) by toll free phone number,
1-888-241-8702, or email: systemsupport@atser.com.
The help desk will log your issue and assign a tracking number to the
issue. The help desk will identify, analyze and address the request
and route the request to the appropriate function depending on issue criticality.
The tracking number can be used to efficiently check the status of the
incident at any time.
Software Maintenance
This includes annual software maintenance and planned, periodic upgrades for core application and databases including: database optimization, system enhancements and service releases (patches) issued to correct uncovered system errors prior to full versioning.
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Dedicated Technical Support Contacts
We assign an internal support engineer to act as an extension of your technical support staff for all advanced troubleshooting. They work with your staff to track and resolve all issues including those that must be addressed through product enhancements.
Third Party Hosting
ATSER has developed a simple, highly available (99.999% Uptime) and cost-effective alternative to in-house hosting of the software. The third party hosting model includes providing a dedicated web server, data center hosting, third party licenses (Oracle 10g, Crystal Reports11, Brava 5.2, and Pendragon), data storage, data backups, high bandwidth, redundant power and project archives.
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Training
ATSER’s user training includes a three (3) level approach: PDA User Training, CIP System User Training, and Advanced CIP System Admin Training. The CIP System User Training can be specific per user role. ATSER has highly qualified trainers who have performed training for numerous customers. ATSER also offers individualized one-on-one training to key staff so they can train their personnel as required. Currently, online training is available through our demo site. The demo site is a duplicate of the production application and users have the ability to login and follow the step-by-step user guide to train on different functionality.
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Professional Services
ATSER has successfully deployed its software in a variety of enterprise accounts.Typically, the first major task in a software deployment is workflow adaptation in which we work to adapt our current system to the customer’s workflow and processes for tracking items such as program planning, project design, right of way acquisition, permits, RFIs, change orders and submittals. The second major task becomes system integration. This consists of system integration between the customer's applications and ATSER's software applications.
ATSER is experienced in developing and interfacing our systems to financial and enterprise database systems. We have interfaced our systems with enterprise management systems including accounting systems, scheduling systems, estimating systems and other project control systems.
The third major task is data migration in which ATSER utilizes different
existing databases and financial formulas into our system’s master repository
Oracle database. This occurs in three steps: developing a conversion routine,
performing integration tasks and testing the data for quality assurance.
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Dedicated Account Representation
Each customer relationship is managed by a senior relationship manager trained to achieve customer satisfaction and enhance the customer experience with our software and our employees. These relationship managers also conduct ROI documentation studies, needs analysis and annual business reviews for each account.