Our approach to a first line of defense, supplying answers to routine inquiries. This allows you to quickly find information without the need to reach out to our support team directly. Think of it as part of a self-service knowledge base that aims to inform and guide you by providing clarity and saving you time.
Below find some questions we extracted from conversations with clients and prospects, this is a continual task for us to provide you with knowledge and focussed information. Naturally we invite you to contact us, in case you are missing items in our overview of FAQ's. Surely most appreciated.
To expand/deflate click on the question posed.
What are your primary services?
Atol Solutions offers full lifecycle service from Business Development, Design and Development and Maintenance of web-based solutions, with a solid project management approach utilizing rapid development cycles. We also offer out of the box solutions for CRM, Web/Shop Presence and other package based solutions.
See our menu items Solutions & Services.
We also have strategic partners for delivery and development of our solution in various places in the world.
How do you develop our requirements into a hardened online system?
We have been applying ultra rapid approach to design & development of our sites for many a years now. The most important aspects of our rapid approach are speed (like lightning), iteration, and user-centric feedback, enabling us quick creation of tangible prototypes to test ideas, catch flaws early, reduce costly errors, and ensure iteratively, the final product meets our end user needs. Naturally, ultimately accelerating time-to-market and improving quality.
Key elements include focusing on your needs, gathering constant feedback, maintaining design flexibility, testing in realistic conditions, and fostering strong team collaboration. As well as using proven components to embed in the site, we do not like to re-invent the wheel.
What is our approach on delivering project with service levels & SLRT?
Our services are agreed upon on a win-win basis and are term or project based, for all services like business, design & development and maintenance. Our projects are mosty performed on a fixed terms & price basis.
We have opted from the outset for a balanced agreement for you and us. Our agreement is for the term of one year. We agree on terms, via SLA and SLRT's.
An overview of included parts of our software maintenance agreement and supporting service levels are:
- The site software components
- Joomla Content Management System (CMS) and Wordpress is free software. We make all required updates so we stay current. Updates are applied after stable performance of the release new version. Any issues arising from the update are resolved by us.
- All 3rd party software licensed by Atol Solutions and paid for, except such software that is client specific and we agree that you are responsible for paying the fee, if any.
- Major Releases of software component
- In case of a completely new release of the used CMS we shall inform you of the cost involved, this is not part of our maintenance agreement.
- In case of a completely new release of the used CMS we shall inform you of the cost involved, this is not part of our maintenance agreement.
- Content updates on the site
- We can assist with your content, but it is not part of the maintenance agreement, however we do offer 8 hours of free content assistance.
If you need us to assist with applying updates we will charge you on time spend against the agreed upon rate. Naturally we can come to agreement on either a project basis or customized maintenance agreement.
- We can assist with your content, but it is not part of the maintenance agreement, however we do offer 8 hours of free content assistance.
- Other Components not part of our agreement:
- Hosting of the site
- You are responsible for the agreement with a hosting company and cost thereof, naturally we shall assist you. We also resolve major issues due to the hosting of the site and email.
- Domain registration is client responsibility, naturally we can assist you and set it up. Cost involved will be added to your software maintenance agreement and billed yearly.
- Hosting of the site
What standard building blocks are used in your developed web sites?
All sites are developed with a hardened and tested basic system comprising of:
- Standard template and positiions - proven. Of course other desired templates can be incorporated.
- Backup/Restore functions, optionally store backups in the cloud
- Firewall protection again all kinds of attacks, administrator protection to protect against invalid updates, autoblocking and more
- Spam/Bot attack protection against validated entries in worldwide database(s)
- Re-Captcha for forms
- Text Editor
- Image, Gallery, Audio and Video building
- SEO
- Standard provided in CMS used (Joomla/Wordpress)
- ...
Functinaliity components used for, but of course be added to for the required functionality or custom built:
Including, but not limited to Events planning, Shopping, Catalogs, Testimonials, Social Media share/follow, Payment Options, Blogging, Newsletters and more.
All are included, as Atol Solutions is the license holder - special requirements above our standard package need to be licensed by our clients.
Do you provide maintenance support and/or convert site to new platform?
In principle we like to assist our clients to either outsource the maintenance of the current website to us, after intake and assesment what is needed to be able to maintain the site. Alternatively we also provide services to migrate or copy current site to a new platform and technology. Such a project is on a fixed price basis, after assesment of the current situation.
How does ATS deal with resolution of issues?
ATS stands for Atol Solutions Ticket System, which helps us managing items needed by our clients, such as customer service, technical support, pre-sales and sales. All requests are managed in our repository and items assigned to the correct person or department. Upon completion you are informed by email for your approval(s).
Resolution actions can be more varied and involved. Usually this requires work on our part to complete a request and ensuring your satisfaction with the solution offered. As a customer of Atol Solutions, we have agreed such terms and have agreed on price based on the desired level of support.
Promptness
It's often fair to expect a quick response time and Atol Solutions usually tries to acknowledge your request(s) as quickly as we can. Resolutions might come slower, depending on how difficiult the request is to accommodate. Naturally we keep you informed during this process.
If our client wants improved service, we importantly remind the client, that faster response times and resolutions take larger teams with more training. Because this represents increased costs for us, the client might have to upgrade their service to receive the client care they desire. This can be a worthwhile opportunity to encourage you as a client to invest more in us, to get the level of service desired.
Lifecycle of a request
The normal flow would be;
Prepare ticket - Assign task - work in progress - complete - approval client - closed
Some control point can be part of the flow, if a alternative resolution is possilbe, requiring approval of client and more. All steps are confirmed via email, external or internal.
Do you provide maintenance support and/or convert site to new platform?
How to contact our company
You can reach us on a few channels, like email, mobile, tickets and whatsapp.
As stated on our site in the footer. Communication for question, resolution, pre-sales, tech support and customer service via A-T-S of the site.
