Support department

Need help? We are here for you

Our helpdesk is available to assist you with questions about Atlantis and to resolve issues with the application.

Support

Technical issues are disruptive and require a prompt approach. The support team is set up to handle reports immediately through a central system. This provides real-time insight into the progress, making it clear when everything is functioning properly again.

To guarantee the quality of support, a support platform is used. By assigning a unique ticket number to each request, we maintain a clear overview and ensure every report receives the correct priority and follow-up. This way, every issue gets the attention needed for a quick and permanent solution.

Full insight into status

Through the support platform, there is 24/7 access to the current status of a ticket. In the platform, it is possible to track exactly which steps the support team is taking and who is handling the report. A notification is sent automatically with every change or response. This method ensures transparent communication, with the status and next steps always clearly visible.

Different request types

Through the support platform, various types of requests can be submitted: Ask a question, report a bug, request work, or submit an improvement. Next, a priority is selected. This choice helps our colleagues assess the priority with which the report should be followed up.

FAQ

Frequently asked questions about support, along with brief answers. Is your question not listed? Please contact us.

What should I do if the Atlantis environment is unavailable outside of office hours?

In that case, please call our general phone number +31 (0)33 299 2277. The phone menu offers the option to be forwarded to an emergency service that is available 24/7.

How do I create a new ticket?

You can create a ticket by logging into the support platform and clicking 'New ticket' or 'Create'. Choose the category that best fits your issue and fill in the required fields.

How do I track the status of my ticket?

Once logged into the platform, you will see an overview of all your open and closed tickets under 'My requests' or 'Requests'. Here you can view the current status, who is working on it, and the full communication history.

How quickly will my ticket be resolved?

We process all tickets in accordance with the agreements in our Service Level Agreement (SLA). As soon as you submit a ticket in Jira, the system determines the response and resolution deadlines based on the priority and severity of the issue.

What priority should I assign to my ticket?

When creating a ticket in Jira, we ask you to choose a priority that fits the situation. This helps us recognize the most urgent issues immediately. You can use the following guidelines:

Priority 1: Choose this option only if the systems are completely unusable, causing critical consequences for your business operations. An immediate resolution is required.

Priority 2: Choose this option if the systems are working but limited. Critical tasks can continue, but the disruption must be resolved as soon as possible.

Priority 3: Choose this option when the systems are operational, but specific functionalities are not working properly. This has no direct negative impact on production.

Priority 4: Choose this option for matters without immediate consequences, such as a feature request or a point of interest for the future.

Which languages do the support colleagues speak?

Our helpdesk consists of Dutch-speaking 1st- and 2nd-line support colleagues. The standard languages are therefore Dutch and English.