defines Support Services as client directed activities in support of
a previously implemented environment. ATP offers both phone and onsite
support plans in a variety of designs to meet our varying partner’s
- OnCall: “As needed” onsite support based on specific customer issues.
- WeCare: Phone support during normal business hours.
- WeCare24x7: All-hours phone support.
- ExpressCare: Less than 2 hrs guaranteed on-site emergency response
- FlexCare: 5 days of onsite support services scheduled at client’s
- Managed Care: Pre-scheduled maintenance and optimization.
- Selective Outsourcing: Full-time, outsourced specialist for
maintenance and optimization of IT infrastructures.
- Custom Care: Support package, custom tailored to client’s specific
We offer traditional on-site break-fix services covering all major OEM
equipment. Our core competency of equipment includes servers, laptops,
workstations, printers, routers, switches, Gigabit Ethernet, SONET, and
WDM telecom equipment.
We also offer depot repair programs. We repair a broad range of products
and we will customize a program to meet your specific needs. Our
standard service offerings include advance exchange programs whereby we
will ship a working device to you prior to receiving the defective
device from you and the traditional program whereby we will repair a
device for a flat fee with a guaranteed turn time.
Our call center functions twenty-four hours a day, seven days a week. We
utilize state of the art software that allows customers to initiate and
access support status via the Internet. The software tracks all
pertinent support actions and call information and has robust reporting
We offer the above services under a service agreement or on a time and
material basis. Under the service agreement your cost will be fixed for
the term of the agreement. Additionally, we will agree to meet specified
service level agreements regarding response time and restore time. Under
the time and material relationship we will perform the same services and
bill you on an incident basis for labor and parts.