AtlasNext
Professional Development
Independent Schools
International Schools
Districts & Public Schools
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:
|
Our friendly, knowledgeable support team provides fast phone support. Performance in 2020:
|
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. Performance in 2020:
|
| 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/atlasnext, 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. Read about our customer success story with Zendesk here |
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.
We handled more than 2,000 trainings in 2020!
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
| For the Years Ending | ||||||||||||
| 2016 | 2017 | 2018 | 2019 | 2020 | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Uptime (%) |
99.8 % |
99.92 % |
99.98 % |
99.97 % |
99.91 % |
|||||||
|
End user tier |
||||||||||||
| Load time (sec) |
2.84 sec |
2.73 sec |
2.51 sec |
2.3 sec |
||||||||
|
Application server |
||||||||||||
| Monthly Requests (millions) |
85 mm |
108.8 mm |
36.5 mm |
44.5 mm |
||||||||
| Resp. time (milliseconds) |
228 ms |
236 ms |
188 ms |
117 ms |
||||||||
Meet the AtlasNext Support Team
-
Vincent Bradshaw
Implementation Specialist I joined the support team in Fall 2017. Prior to that, I held a few different positions, mostly in educational publishing. One of the things I enjoy most is that we provide personalized, direct support for schools that can help them solve critical problems. -
Su Aldhalemi
Senior 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
Senior 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. -
Kay Holl
Customer Success Manager, Americas - ManageBac I'm a former teacher who used Faria learning management systems as a Curriculum Planning tool in the classroom. I joined the Support team because I wanted to be able to assist other educators in learning the ins and outs of these tools helping educators. -
Darby Cave
Americas, Customer Success 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.
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. View our support material at help.fariaedu.com/atlas.
- 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
30-60 minute online workshops the provide targeted instruction on our product.
Pricing: ($150/hr for English), ($300/hr for Spanish & Arabic)
On-Site
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.
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.
Meet your support team
-
Vincent Bradshaw
Implementation Specialist I joined the support team in Fall 2017. Prior to that, I held a few different positions, mostly in educational publishing. One of the things I enjoy most is that we provide personalized, direct support for schools that can help them solve critical problems. -
Su Aldhalemi
Senior 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
Senior 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. -
Kay Holl
Customer Success Manager, Americas - ManageBac I'm a former teacher who used Faria learning management systems as a Curriculum Planning tool in the classroom. I joined the Support team because I wanted to be able to assist other educators in learning the ins and outs of these tools helping educators. -
Darby Cave
Americas, Customer Success 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.
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