Atom

What is the level of service and support that Atom offers?

How is the support team prioritized and working?

| Atom is completely interrupted due to a platform or operating system defect.The unavailability of the system has serious consequences, such as data loss, business interruption, or significant impact on the overall operation of users.This type of incident requires immediate attention. |

| Atom has major failures that limit the full use of the main functionalities, but the system is still operational.Although critical operations can continue, the failure significantly impacts performance or key user processes.Priority attention is required, but it is not a total interruption. |

| Atom has a minor problem that does not significantly affect daily operations.The system remains functional and users can continue working without major interruptions. |

The severity level of the incident plays a very important role in defining prioritization, as well as the contracted Atom plan.

| Critical: &lt; 2 hoursSevere: &lt; 4 hoursMinor/Non-Urgent: &lt; 8 hours |

| Critical: &lt; 4 hoursSevere: &lt; 8 hoursMinor/Non-Urgent: &lt; 24 hours |

| Critical: &lt; 6 hoursSevere: &lt; 12 hoursMinor/Non-Urgent: &lt; 48 hours |

| Critical: &lt; 12 hoursSevere: &lt; 3 daysMinor/Non-Urgent: &lt; 5 days |

| Critical: &lt; 24 hoursSevere: &lt; 5 daysMinor/Non-Urgent: &lt; 15 days |

| Critical: &lt; 48 hoursSevere: &lt; 8 daysMinor/Non-Urgent: &lt; 20 days |

What level of service and support does Atom offer?

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What level of service and support does Atom offer?

What is the level of service and support that Atom offers?

Here you will read about:

In Atom we handle 3 severity levels:

How is the support team prioritized and working?

SLAs by plan and severity level