Atlas Support Scope

Thank you for choosing Atlas.  We are committed to providing exceptional support to ensure the smooth functioning of Atlas and to enable you to make the most of our features and capabilities. This guidance document aims to clarify the scope of our support services and highlight any limitations related to Microsoft 365 support.

We understand it's not always that easy to identify if something is an Atlas issue or something related to Microsoft so, if you are in doubt, please just raise a ticket for the issues you face and we will help you triage.

At the end we are always interested in Microsoft issues being flagged to us or finding out what may be happening in our clients' environments.

In Scope

All the items below are things you can log in our Zendesk support tool by sending an email to [e-mail] 

• Technical issue and Error Code Interpretation
  Our team will help diagnose and address any technical problems within Atlas.
• Usage assistance
  We'll provide full guidance on Atlas functionality, features and capabilities and resolve any usage-related questions. 
• Support on upgrades
  Clients run the upgrades themselves but you are never alone, we have assistance available for you in case you hit a rock in the road.
• Understanding analytic results from:
  • tyGraph (tyGraph for Atlas dashboard)
  • Pendo: the dashboard or the guides we provide
• Provisioning issues from ConneX or ConneX Studio
• Workspaces or ConneX not showing
• Atlas webparts not displaying and instead showing a red error code or an error with blue writing
• Atlas webparts not showing or behaving as expected
• Suggestions for improvements or feedback on ideas

Out of Scope

Our team might have to inform you they can't directly help you in the following situations as part of your Atlas support agreement.

Note: You can always flag your requirement because in some cases we might be able to provide consultancy services or we might connect you to one of our expert partners. 

• Anything beyond guidance and training on Atlas features and functionality
• Anything not directly related to Atlas features and functionality
• Microsoft 365 Support:
  We do not offer direct support for Microsoft 365 itself. Please refer to Microsoft's official resources and support channels for any general Microsoft 365-related inquiries.
• Hands-on Atlas implementation:
  We'll provide you with training and guidance but it is our expectation you configure your Atlas environment and its content using your Atlas Champions. During the implementation phase our Implementation Consultants will help you to get off on the right foot with training sessions and assistance, but after you have received all guidance you should assign resources to implement your workspaces, pages and content.
• Network Infrastructure Issues:
  We are unable to troubleshoot or resolve network-related problems that may impact the performance of Atlas as these fall outside our product's scope.
• Out of the box SharePoint functionality, such as document library views or issues with folders
• User permissions issues
• Unexpected or broken behavior from Microsoft Delve profiles
• Power Automate workloads
• Customisations from other third-parties than ClearPeople
• Non-Atlas webparts (i.e. standard Microsoft or third-party webparts)
• Migrations
• Restore of term store backups

Some Examples

You need some guidance on a new Atlas feature

We will guide and train you on how to use our new features but if you want us to work alongside you to create your release strategy or implement features then this would need to be quoted for separately

You need help with optimizing how you set up a certain Atlas feature.

We'll work with you to understand your goals and then guide you on how you can set up things in the ideal way or we might advise you to use other functionality to achieve your goals.

One of your Atlas features is not working as expected

This is definitely part or your Atlas support agreement. Just raise a ticket and we'll jump to the rescue

You are looking for support on the configuration of your MS365 environment

This is not directly related to Atlas and can't be covered under your Atlas support agreement but we will happily introduce you to one of our partners who can discuss your needs in detail and recommend the best approach.

You have issues during an upgrade of Atlas

We have our enterprise administrators available to troubleshoot and guide you with the upgrade process BUT please make sure you give us an early heads-up at least 48h IN ADVANCE and preferably one week in advance so we can make sure we have somebody available to support you. If we are not informed in advance then we cannot guarantee a quick response to your issues and you might experience unnecessary outages.

You have some challenges with access and user permissions in Atlas

Our team will support, guide and advise you based on our general experience but the effective implementation on your tenant should be picked up by your IT team as every client's environment is different and we do not have a detailed understanding of your security standards and objectives.