ATG Premium Support Program

If your ATG-driven Web site is mission critical, then ensuring that your site is running smoothly 24 hours a day, 365 days a year is a business necessity. ATG Premium Support provides follow-the-sun, around-the-clock support. You can count on our technical support engineers 24x7 for the priority coverage you can't afford to do without.

If you answer yes to any of the following questions, ATG Premium Support is the right program for you:

• Is your ATG-driven Web site your primary interface with your customers?
• Does your site post time-sensitive information?
• Do you conduct commerce on your ATG site?
• Do you need answers to technical support questions around the clock?
• Do you need support on weekends and holidays for critical site issues?

ATG Premium Support offerings

Our Premium Support customers enjoy the following services:

• 24x7x365 Service
  Simply stated, our technical support engineers are available to you whenever an issue may arise. For high priority business issues, our experienced engineers — some of the best in the industry — will respond within one hour of your initial support request and guide you to a resolution quickly and efficiently.
• Priority status for technical issues
  ATG will give top priority to the technical support needs of our Premium customers for support cases, product enhancements, or bug-fix requests. You can always count on the fastest reply possible because your issues will be handled before those of non-Premium customers.
• Your Own Technical Support Account Manager
  As a Premium Support customer you can choose to have an ATG technical support account manager assigned as a dedicated resource to facilitate communication at a technical level between your ATG project team and the ATG Technical Support Group. Your technical support account manager will establish a relationship with the primary technical contact within your organization to gain a deeper understanding of your infrastructure and help facilitate quicker responses to your inquiries. In addition, the technical support Account Manager will escalate and monitor any necessary issues within the ATG Technical Support Group and will communicate to you any changes or enhancements to ATG technical support offerings.
• Discounted Critical Event Support
  As a Premium Support customer you are eligible to receive a discount on any Critical Event Support purchase. Contact ATG Customer Support Services and ask to speak with a manager for more information.
• Access to major and minor ATG product upgrades
  You will have access to major and minor product upgrades as part of your Premium Support package. We'll also invite you to participate in ATG's periodic Design Partner programs, where you can try out new products and give us input on new product functionality.

Online CSS Resources

ATG offers a complete network of online resources to both our Premium and Standard Support customers. Through atg.com, you have access to 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.

• Support Resources
  ATG Knowledge Base - Available exclusively to Support customers, the knowledge base is a searchable listing of articles documenting the most common ATG customer issues. Articles include How To's, FAQs, workarounds, and samples.
  
  ATG Bug Reports - Bug Reports is a searchable online listing of ATG product bugs, available exclusively to Support customers. Use this information to help your team research and prepare for upcoming ATG projects. for ATG versions 4.5.1 to the present, available exclusively to Support customers. Use this information to help your team research and prepare for new or upgrade ATG projects.
  
  Technical Bulletins - Technical bulletins keep you informed of the latest ATG product developments, including product reports and programming tips.
  
  Our support resources also include access to the latest ATG product patches, newsgroups where users can 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.

How to contact ATG Customer Support

It's simple and easy to contact ATG Customer Support Services. Simply login to the ATG Customer Care Site to begin your support investigation. The ATG Product Support User's Guide and our contact information is available on the Customer Care Site to our active support customers.