We understand that every customer is unique, and that support demands have evolved over the years as businesses have. Atex has redesigned its support, adapting to these changes, with new offerings to reflect the way current media businesses operate, taking advantage of the latest advances in technology.
Atex Product Support
Atex has been delivering world-class customer support to the media industry for nearly 37 years. The company’s comprehensive software support programs offer you a choice of software maintenance plans to fit your business requirements. These programs provide you with the type of support you need, when you need it.
Atex understands that each business is unique and that support demands have evolved over the years, just as the business has evolved. Adapting to these changes, Atex has redesigned its support offerings to reflect the way media businesses operate today whilst leveraging advances in technology. Whether you need basic to medium-level assistance or round-the-clock coverage, Atex support programs are tailored to meet your business requirements.
Covering all of your Atex products, these programs are designed to put you in touch with the information and support you need to maintain your system and enhance its value over time. No matter which level of service you choose, you have access to the same highly skilled technical support professionals who have the knowledge you need to succeed in today’s fast paced, mission-critical media environment.
Standard Support Services
Atex's standard Support Services includes the following, covering the needs of most customers:
Support/helpdesk
Our product support helpdesk is available from 8.30 - 17:30 Local time on Business Days. Extended support and 24/7 support are available as an additional service. Problems can be reported 24x7 via our Web support systems.
Web Support
The Web support systems contain access to various levels of information including full product documentation, software downloads, FAQs, patches, release news, training details and customer discussion forums. If you have a support account, you can visit the support web via the appropriate Regional support centre links.
Error correction/handling
The Atex support team collect all error reports and product development requests in the error handling system. In the system, all issues are given a priority level, an initial status and a unique number, enabling customers to monitor the handling of the request throughout the process.
Updates and upgrades
All new releases and version upgrades are included in the standard support agreement. Atex normally releases 1 - 2 major upgrades and 3 - 4 minor updates per year.