This article helps our User Community understand how to get the most from the ClearPeople Support Team,
Issues can manifest in ATLAS, but the underlying root cause of the issue might not be ATLAS, and in this scenario there's only so much help we can provide before you need to reach out to a third party.
Once it is understood that an issue is not with ATLAS, being able to reach out to a third party swiftly can help avoid delay to you getting a resolution as quickly as possible. The flowchart shows the mechanism we use in our support process to help you with this.
Because ATLAS sits across Microsoft 365, we've all experienced the need to contact Microsoft support when there is an underlying issue in SharePoint, Teams, Azure and any software part of the M365 suite. Whilst we are a MSFT development partner that doesn't enable us to fix their product.
If you do need to raise an issue to Microsoft, your internal IT of Microsoft stake holder should be able to assist. We've written this useful article that will offer some guidance.
Also, the article available here will show you a list of current Microsoft Known Issues that might affect ATLAS users.
In addition, we work closely with other providers like tyGraph and Harmon.ie, and in the same fashion, if there's an issue with these applications, it stands to reason that they are best placed to assist you as quickly as possible. Your internal stakeholders are best placed to advise on the agreed method to contact these providers.
Finally, there's a vast range of applications available for you to integrate in to your M365 and ATLAS solution independently of ClearPeople. In this scenario do refer to the specific Vendor guidance on raising a support ticket as required.
We are very proud of our commitment to support you as best we can and hope you agree we try our hardest to go the extra mile to ensure your experience with ATLAS is fantastic! Sometimes though, when the help needed is beyond our limitations, the least we can do is to steer you to those who can help you further, armed with our analysis.