Our dedicated support team is here to help you with any technical questions or issues you may have. Below are ways you can get in touch with our support team and the best methods to ensure a quick and effective resolution.
Not an Atamis Super User? If your organisation is on a support plan that requires super users to submit support tickets, please reach out internally for assistance with your issue and have a super user raise a ticket on your behalf if required.
1. Using Our Help Centres
Atamis provides support for technical questions from both buyers, our direct clients, and their suppliers using the Supplier Portal. We have two dedicated help centres, tailored for each user type.
- Buyer / Client Help Centre - For users operating from the buy side who are direct clients of Atamis and are using an app that is part of the Core Atamis product, such as Tender, Contract & Supplier or Pipeline.
- Supplier Help Centre - For users of third-party organisations who are interacting with a Buying Organisation, whom is a client of Atamis, via their Atamis Supplier Portal. Suppliers are typically part of an organisation who does not directly contract with Atamis.
We recommend visiting the appropriate help centre to find FAQs, guides and troubleshooting tips. These resources may already have the answers you're looking for and we strive to continuously update with new information.
2. Submitting a Request & Creating a Support Account
You can use the submit a request button on our support site to fill out a form and submit your request to our support team. Make sure you are on the correct help centre based on what type of user you are (Buyer vs Supplier side) as different information is collected in these forms tailored to user type.
Buyers have three types of requests they can submit, which are outlined in more detail here.
Not an Atamis Super User? If your organisation is on a support plan that requires super users to submit support tickets, please reach out internally for assistance with your issue and have a super user raise a ticket on your behalf if required.
Tips for Submitting Requests
- Include as much detail as possible to help our team assist you efficiently (e.g. error messages, affected users or records, steps to reproduce, troubleshooting attempted)
- Check your email regularly for updates or follow-up questions from our team
- Support requests are categorised using Severities which are used for establishing response times (SLAs) according to your support plan. Our support team reserves the right to amend the severity to align it with the definition based on ticket content and ensure we prioritise urgent requests appropriately.
- Ensure you use your company email so that your requests are appropriately linked with your organisation
Register on the Atamis Support Site (Optional)
Included in our help centres is our support site which you can register on with your company email. You are still able to submit request forms without registering, but it is available if you wish to view all your Atamis tickets in one place and their status.
- To register, navigate to the appropriate help centre based on your user type.
- Click 'Sign In' in the top right corner.
- A popup window will appear which at the bottom provides two options:
- Emailed us for support? Get a password - If you have emailed us recently for support you can click this link to receive an email to verify your email and set up a password.
- New to Atamis? Sign up - You can register using this link following the prompts.
Once registered, you can log in to access your request history and any tickets you have been CC'd on. If you have any issues with registration, our support team will be glad to assist. This account is separate from your Atamis account as we maintain our help desk outside of our product.
It is important to use your company email throughout all communications as this ensures your tickets are linked appropriately to your organisation and processed in accordance with your organisation's support plan and response times.
If you wish to view all tickets for your organisation from all users please submit a request to your Customer Success Manager. They will confirm the appropriateness of this request with contract owners as applicable, and our support team will subsequently enable this feature.
3. Reach Us by Email
You can contact our support team via email:
- support@atamis.co.uk for buyer / client side support inquiries
- supplier.support@atamis.co.uk for supplier side support inquiries
- dataservices@atamis.co.uk for Spend Analysis inquiries
- changes@atamis.co.uk for submitting Change Requests
When sending an email:
- Include a clear subject line
- Provide a detailed description of your issue or question
- Attach screenshots or relevant files, if applicable
- For suppliers, it is critical that a related buying organisation is identified
Email is monitored within Atamis support business hours. You will receive a confirmation email with your ticket number and a member of our support team will follow up as soon as possible.
4. Chat Bot
When available, our chat bot provides immediate responses to common inquiries or direct you to help centre articles that may provide a resolution to the issue you are experiencing.
- Visit the appropriate help centre based on your user type (buyer vs. supplier help)
- Click on the chat icon in the bottom right corner
5. Phone Support
While we do offer phone support as part of certain support plans for clients, it may not always be the quickest way to get assistance. For faster resolutions, we recommend using our online support options (forms, chat, or email). If you prefer to call, you can reach us by phone during business hours.
Severity Definitions
Support requests are categorized using Severity, also referred to as Priority Levels. A severity level is assigned to a support request according to their definitions and they are used subsequently to establish response and resolution times according to your support plan. Below are descriptions of each level:
PL4 - Minor issues and user requests for assistance, how-to guidance, forgotten passwords, etc.
PL3 - Issues that are causing some service degradation such as some users experiencing minor usage issues but all users are able to access the Atamis solution. Problems have have some impacts on existing tender projects but are not critical to operations.
PL2 - Partial loss of service to the Atamis solutions, some users unable to access the Atamis solution, access problems may have significant impact on existing tender projects.
PL1 - Full Atamis solution downtime, no client users able to access the Atamis solution.
Our support team will adjust the severity assigned to tickets to align with their description if deemed appropriate. This ensures we are able to prioritise urgent requests appropriately, but we strive to respond to all requests in a timely manner.
Business Hours
Our support team is available Monday to Friday, from 8 AM - 6 PM (UK), excluding UK public holidays. Any technical requests submitted outside of our business hours will be reviewed on the following business day.
Support Scope
Please note that our support team is here to provide technical support assistance only, we are unable to provide any advice or guidance related directly to procurement activity. If you are a supplier, please reach out to the buying organisation in regards to questions of this nature. For buyers, please reach out to the appropriate individuals within your organisation.
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