About AtlasNext Support

About Atlas Support

Learn about our support and training options, implementation model, professional services, and more.

Support & Training

All schools receive phone & email support for teachers, administrators,
parents and students.

First Class Support

Online Support Center Telephone Support Email Support
Includes

Fully indexed documentation with keyword search allowing users to find tutorials quickly:

  • 20+ QuickStart guides
  • 100+ video tutorials, ranging from 3 min short tips to 30 min step-by-step guides
  • 350+ tutorials with annotated screenshots and written instructions
  • Free webinars for professional development

Our friendly, knowledgeable support team provides fast phone support.

Requests are handled by a globally distributed support team through a dedicated ticketing system called ZenDesk. All replies are sent within 24 hours of the original request.

    When 24/7/365 across any device with printable PDF exports for every tutorial and guide. 24 hours a day during the work week, starting at Monday 8am HKT (GMT+8) and ending at Friday 6pm PST (GMT-7 / -8 depending on daylight savings). 24 hours a day during the work week, starting at Monday 8am HKT (GMT+8) and ending at Friday 6pm PST (GMT-7 / -8 depending on daylight savings). Dedicated weekend support for urgent queries.
    Where Visit us at help.onatlas.com, or click on the Help & Support button within your AtlasNext account. Local Direct Dial Telephone Numbers for each region to save on long-distance charges. Email us at support@onatlas.com or submit a Support Request within AtlasNext directly.

    Rating

    Satisfaction (last 100 ratings)

    What people say

    “The quality of the support I always receive, this time is no exception, is a fundamental reason we use Atlas. It is always done quickly, correctly, and graciously. Thank you.”
    Leslie Destefano
    St. Johns Country Day School

    "Atlas was able to quickly and effectively resolve our issue”
    Don Campbell
    Chapel School

    Flexible Training Options

    Online Training

    Online session are available. Contact us to book a training with one of our representatives.

    Who can join?
    Training can be 1-1 with admins, or group training with your team team. For sessions with more than three people, we recommend setting up a project and speakers. Our team can call the school early to test that the equipment works smoothly

    What’s required?
    A computer with microphone and good speakers
    An Internet connection

    Who can book training?
    All account administrators can book training. We are happy to do teacher training as well, but request that schools organise this as group training.

    When are training available?
    Contact us and we can schedule something that will work for you between Monday and Friday. We ask for at least 24 hours’ notice when scheduling a training.

    Onsite Training

    AtlasNext offers paid onsite training for schools that prefer to have a person onsite to train your faculty. Depending on the size of the school and training sessions desired, we recommend anywhere from one day to two days of onsite training. Sessions will be customized based on the needs of your school.

    Who can join?
    We recommend scheduling training for both your account administrators and for your teacher team.

    What’s required?
    A presentation screen
    Attendees should have access to computers

    AtlasNext can be flexible and use school laptops or use their own technology.

    Who can book training?
    Any account administrator can book onsite training.

    When are training available?
    Onsite training are available throughout the year. We require a minimum of 2 weeks notice for training.

    Implementation Model

    We offer a 30 day implementation period with a dedicated manager to set up AtlasNext tailored to your school’s timeline, budget, and needs.

    • Dedicated Implementation Specialist who will work with your school every step of the way
    • Configuration of your AtlasNext system with the correct template, service learning, project based modules, etc
    • National and/or State sets of academic Standards
    • Online product training sessions
    • Support in developing or working towards a sustainable curriculum process

    Professional Services

    We provide additional paid services to support your school’s processes

    School Curriculum Import

    Upload your teachers’ pre-written curriculum work to serve as a foundation for getting started in AtlasNext.

    School Standards Import

    Upload your school’s custom curriculum standards into AtlasNext, making them easily accessible to teachers for unit alignment.

    Service Level Agreement

    Our technology operations and support teams deliver world-class service with 99%+ system uptime, 24-hour telephone & email support, and security & data protection compliance.

    We guarantee:

    99.8% system uptime

    A 24-hour max response time for all support requests

    A pledge to protect privacy and safeguard data with daily local backups

    SSL-encryption for all subdomains

    Meet the AtlasNext Support Team


    • Darby Cave

      Senior Support Manager I discovered my passion for supporting teachers and administrators while working in an English academy in Spain. Atlas drew me in because supporting our clients combines my background in teaching, account management and client engagement in a unique way. I strive to help our clients feel comfortable and confident as they map their curriculum in Atlas.

    • Su Aldhalemi

      Customer Support Specialist My passion for education, technology, problem solving and curriculum mapping is why I love our software. My goal is to utilize my Computer Engineering and MBA backgrounds in solving teachers problems effectively and simplify their everyday duties.

    • Joseph Lanigan

      Customer Support Specialist From the streets of Boston to the forests of Oregon, I’ve worked as a classroom teacher, developer of museum science curriculum, and conductor of teacher training workshops. I’m now happy to work with teachers and administrators from around the world as they seek to plan, align, and improve their own curriculum using Atlas.

    Security & Compliance

    As part of our ISO/IEC 27001:2013 certification, we are committed to keeping your data safe and secure by using best practices to maintain high levels of security and global data protection compliance.


    Review security & compliance

    System Status

    Our real-time monitoring services run around the clock notifying us immediately of any systems' issues.




    Track system status in real-time

    Implementation Levels

    Basic (included with every license)

    All of our partner schools are implemented through our five phase process focusing on ensuring a strong curriculum process with Atlas. Initial set-up includes:

    • Configuration of your Atlas system
    • National and/or State sets of academic standards
    • Faculty and course assignment upload
    • Online product training sessions
    • Specific pedagogical set-up and custom templates (i.e. Understanding by Design, International Baccalaureate, Service Learning, District Model, etc.)
    • A curriculum process framework

    Online Leadership Cohort Implementation ($500)

    In addition to the implementation components found in the basic package, you will also be placed in a cohort of educators who are implementing a curriculum process. As you progress through a series of 3 online sessions (with guided activities between sessions), you will not only connect with others, but learn about creating a strong foundation for your curriculum process. These interactive online sessions will provide participants with resources and allow for conversation and feedback from other members of the group as you outline your strategic plan.

    • Session 1: Curriculum Process Foundations
      The goal of this session is to build background on the key elements in a curriculum process.
    • Session 2: Unpack Goals
      The goal of this session is to break your larger vision and goals into a specific timeline with concrete outcomes.
    • Session 3: Feedback & Resources
      The goal of this session is to share your plans and receive feedback from the cohort. We will share sample resources that can be adapted to meet your needs.
    • Click here for further detail

    Support Options

    Basic Product Support (included with every license)

    Our support team is available to you by email or phone. Basic Support is included with each Atlas license.

    • General email support through support@onatlas.com
    • Access to the general support line
    • Support received from the next available support team member
    • Responses include links to resources and guides
    • Atlas: Support with your academic standards

    Premium Product Support ($500/year)

    If your team needs dedicated ongoing support, you can upgrade your Support Bundle for access to a designated Support Team. They service unique modifications to your Atlas system, including necessary changes to your unit template(s), unit categories, and to your course and teacher lists throughout the year.

    • Priority email support through support@onatlas.com
    • Direct access to a designated support specialist team
    • Custom resources, support and videos, as well as links to resources and guides
    • Atlas: Support with your academic standards, including consultations on entering school created standards into Atlas
    • Atlas: Template modifications & system configurations
    • Support with adding new users and courses annually
    • Custom online training
    • Click here for further detail

    Curriculum Coaching Hours (4 hours for $800/year)

    Get paired with a thought partner and get the extra momentum that you need to keep projects and ideas moving forward. Our professional development team can help you brainstorm ideas, think through next steps, or provide feedback on work in progress. Curriculum Coaching includes:

    • Working directly with our team of PD facilitators
    • Providing online support for teachers during PLC or grade level meetings
    • Brainstorming strategic plans, goals, and thinking through solutions in real time
    • Focused sessions which provide prompt feedback and options for your unique setting
    • Supporting new teachers on a schedule that fits your needs
    • Mix and Match sessions provided to meet individual needs
    • Click here for further detail

    Product Training

    Online

    Product Training

    30-60 minute online workshops the provide targeted instruction on our product.
    Pricing: ($150/hr for English), ($300/hr for Spanish & Arabic)

    On-Site

    Product Training

    Sessions offer an overview of how our products work with individual support for leadership or teachers and built-in work time.
    Pricing: ($1,500/day + travel costs)

    Navigating Atlas: Gain hands-on experience in Atlas, and learn basic functions like adding units and personalizing your dashboard.

    Standards Editing Tool: Learn how to build and add school-created standards into your Atlas system, modify existing sets of open-copyright standards, or add visual flags for identifying power standards.

    Reports in Atlas: Analyze standards that have been targeted and assessed in units, create a scope and sequence report, and search curriculum for key topics and resources.

    Customized Atlas Training Modules: Mix and match topics from our list of training modules to create a customized training that meets your needs.

    Click here to view all available modules.

    System Admin Training: Receive an overview of your role as a system administrator, learn how to manage teacher accounts and course assignments in Atlas, and understand the yearly archive process that takes place along with your role in supporting the process.

    Our team will travel to your school or district for customized onsite Professional Development.

    Services Menu

    Atlas Product Services

    Public Atlas Site (One-time payment of $500)

    A customized webpage for sharing your Atlas curriculum with parents, accreditation teams, and/or community members. An Atlas Public Site allows you to manage what is visible, so you can share just the parts of your curriculum you want to highlight!

    Support New Pedagogies ($300/request)

    Convert Atlas to support new pedagogies.

    Custom Reports ($150/year)

    Up to five customized reports received monthly on curriculum, standards alignment, and/or user activity.

    Unit Template Modifications ($200/request)

    Update the layout and elements of unit templates.

    Hourly Professional Services ($80/hour with a $320 minimum)

    School Curriculum Import

    Upload your teachers’ pre-written curriculum work to serve as a foundation for getting started in Atlas.

    School Standards Import

    Upload your school’s custom curriculum standards into Atlas, making them easily accessible to teachers for unit alignment.

    Standards “Crosswalk”

    In some cases, our Standards team can make a connection between different sets of similar standards in Atlas, allowing us to move teacher alignments automatically from one set to another.

    System Configurations

    A variety of support options and special site customization’s are possible by our team working “behind the scenes”. We can, for example:

    • Update Users and Course assignments
    • Add or edit mapping categories and the design of unit planners
    • Edit existing data (e.g., Assessment Methods) while maintaining curriculum alignments
    • Customize your system for incorporating new pedagogies & programs
    • Conduct a complete “Atlas Tune-Up” to remove unused items and help re-start your curriculum mapping

    First Class Support

    Rating

    Satisfaction (last 100 ratings)

    What people say

    “The quality of the support I always receive, this time is no exception, is a fundamental reason we use Atlas. It is always done quickly, correctly, and graciously. Thank you.”
    Leslie Destefano
    St. Johns Country Day School

    "Atlas was able to quickly and effectively resolve our issue”
    Don Campbell
    Chapel School

    Meet your support team


    • Darby Cave

      Senior Support Manager I discovered my passion for supporting teachers and administrators while working in an English academy in Spain. Atlas drew me in because supporting our clients combines my background in teaching, account management and client engagement in a unique way. I strive to help our clients feel comfortable and confident as they map their curriculum in Atlas.

    • Su Aldhalemi

      Customer Support Specialist My passion for education, technology, problem solving and curriculum mapping is why I love our software. My goal is to utilize my Computer Engineering and MBA backgrounds in solving teachers problems effectively and simplify their everyday duties.

    • Joseph Lanigan

      Customer Support Specialist From the streets of Boston to the forests of Oregon, I’ve worked as a classroom teacher, developer of museum science curriculum, and conductor of teacher training workshops. I’m now happy to work with teachers and administrators from around the world as they seek to plan, align, and improve their own curriculum using Atlas.

    Connect with us to elevate your process with Professional Services

    To request services or for any questions on our Support Bundles, complete this form. We’ll get back to you within one business day. You can also call us at 1.503.223.7600 – please ask for Support Services.

    Contact Support

    Ready to try AtlasNext?

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