Electronic Mail

Email is our preferred communication channel for support since it allows us to find and prepare complete answers for your requests.

All support emails have top priority.

You can reach us via email at support@proatria.com

Unlike voice, the written instructions remain available at any time for future reference and enables our Support team to pick up a task or search past conversations.

By Phone

In case you prefer to phone, kindly direct your request to our UK office.

Monday - Friday (UK Time): 09:00 - 17:00

Phone: +44(0)1963 441311

Outside UK working days/hours: Severity requests outside of UK working days/hours should be directed to +44(0) 2081 233729

Specialized Consultancy and Training

In any development phase of your project, we can provide a specialized team to help and assist in integrating the SFTPPlus product with your project.

Our product architect can help you design the optimal file transfer solution based on SFTPPlus products while our support specialist will help you implement the desired solution.

We also offer on site or remote training for SFTPPlus product and best practices in operating secure file transfer solutions.

Conference calls and online meetings

We understand that calls or meetings are often needed for assisting complex support cases or providing in-depth consultancy.

Conference calls, advanced online meeting and screen sharing tools are some of the ways we do remote meetings.

Our preferred method is Team Viewer QuickSupport.

To initiate a support session, please download and execute the support tool for Microsoft Windows or Mac OSX.

No installation is required, just simple execution as a non-privileged user. Click to preview the start screen displaying the unique access id and password.

Note: We are prepared to make significant efforts to work with you and we are open to work with any online meeting tools. Adobe ConnectNow, Cisco Webex, TeamViewer are some of the tools used in our day to day support cases.

On site visit

If meetings are needed before creating formal plans or approving budgets you will find Pro:Atria staff understands such needs and are prepared to make significant efforts to work with you at all stages - both pre and post-sale.

Note: On site visits are not included in the standard support.

Outsourcing partners

Some of our customers outsource to major companies including HP, IBM, Fujitsu Services, Tata (TCS), Capita, Lockheed Martin for services such as management of infrastructure, applications and business processes.

We are pleased to work with of all of these companies (amongst others) to ensure successful implementation and integration of our software to meet your needs.

We are prepared to provide support for such environments and we understand the need for contracts to be flexible and allow the transfer, assignment or novation of contracts if your outsource relationship changes.

Standard Support

Support and maintenance contracts are renewable annually.

Our standard support includes security fixes and defect fixes for the licensed products.

Reasonable second line of support is part of the standard support arrangements providing the customer supplies the first line of support with a team with ownership and knowledge of SFTPPlus and an appropriate understanding of secure file transfer (and protocols), OS and file system security and the systems, solutions, and projects.

Where practical we will offer advice and input on installation, configuration, integration and usage.

In some cases customers request significant input beyond this and we will be pleased to offer consultancy as below in such cases.

Extended Support And Consultancy

We are happy to offer extended support and consultancy for any requests not included in the standard support contract. Costs will always be agreed in advance and may be on a fixed cost or per day basis.

In some cases consultancy may be required in the planning stages and we are happy to work with your architects and security teams as appropriate.

We still require that someone on the customer side takes ownership of the application, installation, solution, project etc.

We can set up on-site/off-site training sessions, create dedicated deployment and administration documentation and create project specific security and operational guidelines.

Extended Life Cycle Support

For versions which are out of standard support you can request an extended support contract. With an extended support contract you can continue to receive security fixes and technical support

Extended support contracts are subject to case by case evaluation and are provided as a best/reasonable effort.

If you need extended support, please request it as soon as possible so that we are aware of your needs. That way we can continue to maintain the internal testing infrastructure required to support that version.