Keep Your ATG-driven Site Running Optimally

ATG Customer Support Services (CSS) is committed to helping ensure your ATG-driven website is running at peak performance at all times. With a staff of experienced support engineers, who are also some of the best developers in the industry, CSS is well equipped to resolve all of your technical issues. When you turn to CSS for help, you have the knowledge of the entire company behind you.

Position Yourself for Success

ATG CSS works with you to ensure that your organization is in the best possible position to leverage its investment in ATG technology. To help you outsell and outperform the competition, we ensure you are operating high-performance websites. We also enable you to realize the lowest possible total cost of ownership on your commerce investment. And we make it easy for you to quickly take advantage of our continuous innovations in commerce technology.

Key Offerings and Resources

Platinum support

Receive 24x7x365 support for all issues

Ensure the highest level of prioritization for your responses and fixes
Gain a dedicated support engineer who knows your environment and ATG solution setup
Take advantage of up to 40 Hours of onsite deployment support
Be covered by the most advanced SLAs and highest priority response to cases

Premium support

Gain around-the-clock coverage for your mission-critical website
Quickly and efficiently resolve high-priority business issues with the guidance of experienced engineers
Benefit from high priority for support cases, product enhancements, and bug-fix requests
Work with a technical support account manager to facilitate communication between your ATG project team and ATG CSS, as well as to monitor and escalate issues within ATG CSS
Receive a discount on any Critical Event Support purchase (contact ATG Customer Support Services and ask to speak with a manager for more information)

Standard support

Protect your ATG investment with world-class assistance
Contact ATG's experienced technical support engineers Monday-Friday from 9:00 am to 5:00 pm local time via the web, phone, or email
Access the Customer Care Site
Receive major and minor product upgrades

Special support offerings

JBoss support

Work with trained and highly experienced JBoss support personnel, with expertise in the JBoss Application Server platform
Includes the delivery of JBoss Support for the qualified application servers that are running ATG applications as described in our supported environment listing
Contact your Renewal Manager for more information about purchasing JBoss Support from ATG, or contact ATG Professional Services if you are interested in migrating from Dynamo Application Server to JBoss

ATG Content Administration health check

Ensure that your ATG Content Administration environment is properly configured for your application in accordance with ATG best practices
Take advantage of a thorough review of your topology, configuration, and operations
Receive a summary report that includes recommendations and changes by priority

ATG deployment health check and subscription service

Ensure that your ATG application is well tuned, scaling appropriately, and configured to provide optimal performance in accordance with ATG best practices
Take advantage of a thorough review of your ATG environment, either as a single engagement or as part of a subscription service
Receive a summary report that includes recommendations and changes by priority

Critical event support

Tap into proactive and direct account support to ensure the success of events such as site launches, new code release, and high-traffic promotions

Online CSS resources

ATG Customer Care Site

Access a complete network of online resources, including a centralized index of product information, guidelines, bulletins, and more
Use online support and product resources as your primary resource for fine-tuning and troubleshooting your ATG-driven site

ATG Community

Access forums and information that allow ATG customers, partners, and experts to interact and share information
Tap into exclusive information and forums available only to customers with active ATG Commerce Support and Maintenance contracts

Support Resources

ATG Knowledge Base — Available exclusively to Support customers, ATG knowledge base is a searchable listing of articles documenting the most common ATG customer issues, and includes How To's, FAQs, workarounds, and samples
ATG Bug Reports — Use this searchable online listing of ATG product bugs to help your team research and prepare for upcoming ATG projects
Technical Bulletins — Stay informed of the latest ATG product developments, including product reports and programming tips
Additional resources — Access the latest ATG product patches, newsgroups where users share important product information, and a web request form for your support needs

Product Resources

Get the most up-to-date technical information on ATG products with product manuals, release notes, and information on supported environments for ATG products
Access major and minor ATG product upgrades, and receive invitations to participate in ATG's periodic Design Partner programs, where you can try out new products and give us input on new product functionality

Contact ATG Customer Support Services to help you keep your ATG-driven site running at peak performance.