Atrieve Customer Support

Support Objective

This document outlines and sets the expectations as to what Customer Support and Maintenance includes and what a customer using the Atrieve Product Suite – PowerSchool can expect to receive.

Responsibilities of Atrieve

Customer Support Availability

Atrieve's Customer support team is dedicated and ready to assist with the Support cases submitted.

Standard Business Hours

Customer Support hours of operation are from Monday to Friday - 8:30 am to 4:30 pm (Local Time) - Excluding statutory holidays.

Customer Support may become unavailable as a result of circumstances that are beyond the control of Atrieve (extreme weather conditions, power outages, etc.).  In the event of such an emergency, every effort will be made to advise clients regarding an unexpected closure and an emergency contact number.

Statutory Holidays

Customer Support may be limited during statutory holidays. 

After Hours Coverage

Upon request and with enough notice, after-hours coverage can be arranged.  Additional charges may apply.