Support SLA Levels

Learn about our support SLAs

Everyone who is a current client of ATBS / ticketCMS is on the Standard Support Contract.
You can upgrade at any time to a paid Support contract and then you will get all the benefits of the new Support SLA. All paid Support contracts are yearly, 12-month agreements that auto-renew unless canceleds.

Standard

Free
  • Initial Support response time by case Priority Level1
    2 business days 2
  • Annual Admin panel training
    via Online Tutorials
  • Ticket Incident billing
    Per incident, Billed in advance 6
  • Proposal Development for Custom Development
    $90 each No fee if accepted Excludes PHP/Database
Free with all plans

Premium

$399/ month per user
  • Initial Support response time by case Priority Level1
    3 hours during ATBS business hours 3
  • Available Live Chat Support
  • Annual Admin panel training
    1 hour phone
  • Ticket Incident billing
    Bi-weekly project reports and invoicing 7
  • Proposal Development for Custom Development
    3 per month. Fee of 5% if rejected thereafter Includes CSS/php/database quotes
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Premium+

$999/ month per user
  • Initial Support response time by case Priority Level1
    Priority 1: 1 hour4
    Priority 2: 1 hour
    Priority 3: 30 min
    Priority 4: 15 min
  • Available Live Chat Support
  • Phone support ticket submission5
  • Annual Admin panel training
    5 hours phone
  • Ticket Incident billing
    Monthly project reports and invoicing8
  • Proposal Development for Custom Development
    3 per month No fee if rejected
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  1. Priority Level Definitions
    Priority 1 – Low
    Priority 2 – Medium
    Priority 3 – High
    Priority 4 – Urgent
  2. Priority response times include local business hours only and excludes weekends and holidays
  3. Priority response times include local business hours only and excludes weekends and holidays
  4. Priority response times include local business hours only and excludes weekends and holidays
  5. Voicemail to ticket feature. Includes time for ATBS to call and clarify if needed
  6. Estimate will be emailed prior to development. Must be approved and paid per ticket, per request prior to development
  7. All open invoices will be converted to one invoice, emailed on the 2nd and 16th of each month
  8. All open invoices will be converted to one invoice and emailed on the 2nd of each month
  • All support is handled through our Helpdesk by posting a Ticket.
    • Ticket answer times are based on the SLA you are on. Learn more about ticketCMS Support.
    • For After-Hours Emergency Support, you call our After-Hours support line and leave a Voicemail for our After-Hours support staff to help you.
    • Support contracts DO NOT include any labor, or calls and only change the SLA level.
  • These are not all the Support Terms that you agree to when you signup. For a complete list of terms.