Accelerated Technology Laboratories, Inc.

Support & Training

Support Services

ATL upholds a commitment to excellence in product quality, support and training. Our data management solutions are backed by comprehensive support plans and dedicated training teams that guarantee superior service.

"I wanted to let you know that the customer support team at ATL is second to none. Your team provides great service and has amazing understanding and patience. ATL's support team should be the standard for other companies. Thanks again for the great support."

J.F., VP Science & Quality Assurance
Marshall Durbin Science & Technology Center
Jackson, Mississippi


"I am very impressed with the rapid turnaround on a support issue which I e-mailed to ATL. The issue was quickly assigned a reference number in a confirmation e-mail, and between a follow-on e-mail and a phone call the issue was resolved the same day."

J.C., Sr. Scientist, Characterization Laboratory
CANMET Energy Technology Centre-Ottawa
Ottawa, CANADA


"The service that is provided by Accelerated Technology Laboratories, Inc. is first class. Their customer service group and the technical support team are speedy in resolving any issue. Sample Master LIMS helps track, monitor, evaluate, analyze, and provide feedback from trend analysis to advanced statistical analysis of the environmental samples studied. Sample Master LIMS has made managing laboratory data very efficient, enhancing data quality and increasing productivity at the Brazos River Authority."

O.S., IT Project Manager/ Database Administrator
Brazos River Authority
Waco, TX

Customer Support

To Contact Technical Support
Phone

(800) 565.LIMS (5467) - call us for live technical support. Our technical support center is staffed during normal business hours and maintains on-call coverage for clients with the Platinum support agreement.

Email

This email address is being protected from spambots. You need JavaScript enabled to view it. Once your incident is logged, you will receive a reply email with a reference number. If you require immediate support, please contact us by phone.

On-line

Sign in to our 24/7 Support Portal and complete the technical support form. You should receive an email letting you know that your support form was received. If you need faster support, please contact us by phone.

ATL's Technical Support is located at our corporate headquarters in West End, NC and is available via telephone during normal business hours for US customers from 8:00 am-5:00 pm ET. Our remote, dial-in access makes it easy for us to assist you. Our goal is to exceed your expectations and we are happy to assist you, so please don't hesitate to contact us, toll-free in the US and Canada.



We offer four different levels to suit a variety of support needs, from advanced to basic. Most software purchases include Gold-level support complimentary for the first year.

Platinum Support

Platinum

ATL's Platinum Support is the most comprehensive package we offer, and is appropriate for customers who require maximum responsiveness, have higher availability requirements for implementation and running mission-critical systems, as well as operations in single or multiple locations and countries. This package is designed to help customers to get the absolute most from their LIMS or data management system, assuring a successful long-term relationship. The Platinum package includes all Gold, Bronze and Silver services, plus additional benefits:

  • Access: 24/7
  • Unlimited Technical Support: expert software engineers respond to customer problems and questions, as often as needed
  • Migration Credits
  • Access to Software Service Packs and User Support website
  • LIMS Solutions Newsletter and User Group meetings
  • Programming Support: up to eight hours included
  • Dedicated LIMS Account Manager
  • Dedicated Software Engineer (with beeper for extended support hours)
  • LIMS Training Webinars
  • Free Product Upgrades
  • Annual Check-up: software engineer travels to site to provide an annual LIMS or data management system review
  • Yearly LIMS Maintenance List: provided onsite
  • Annual Training: held at ATL University to educate Administrators on the latest advancements in LIMS or data automation
  • Dial-in Remote Support: available at discounted additional fee

Gold Support

Gold

Gold level support, which is our most popular package, is included free for the first year of any installation. After the first year, we offer four different levels to suit the specific needs of each client situation.

  • Access: normal business hours
  • Unlimited Technical Support: expert software engineers respond to customer problems and questions, as often as needed
  • Migration Credits
  • Access to Software Service Packs and User Support website
  • LIMS Solutions Newsletter and User Group meetings
  • Programming Support: up to two hours included
  • Dedicated LIMS Account Manager
  • LIMS Training Webinars
  • Free Product Upgrades
  • Yearly LIMS Maintenance List: provided offsite
  • Dial-in Remote Support: available at discounted additional fee

Silver Support

Silver

Silver level service includes everything offered at the Bronze level, plus additional benefits:

  • Access: normal business hours
  • Technical Support: expert software engineers respond to customer problems and questions, up to 10 incidents per year
  • Migration Credit
  • Access to Software Service Packs and User Support website
  • LIMS Solutions Newsletter and User Group meetings
  • Programming Support: available at additional cost
  • Dial-in Remote Support: available at discounted additional fee

PDF

Bronze

Serving as our fundamental package, Bronze level is the choice for customers who need core support services:

  • Access: normal business hours
  • Technical Support: expert software engineers respond to customer problems and questions, up to five incidents per year
  • Access to Software Service Packs and User Support website
  • LIMS Solutions Newsletter and User Group meetings
  • Programming Support: available at additional cost
  • Dial-in Remote Support: available at additional fee

Please This email address is being protected from spambots. You need JavaScript enabled to view it. to learn more, or download our PDFsupport brochure.

 

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ATL provides data management solutions to a wide variety of industries
In addition to our flagship LIMS software, our solutions serve well beyond the laboratory environment
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