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Please contact us directly at (978) 849-0533 for all ATS product and technical support.
Emergency telephone support for Atex Hardware is available to our contract customers twenty-four hours per day, 365 days per year, by dialing (978) 849-0533 During regular business hours, the phone will be answered by ATS personnel. After 5:30 p.m. Eastern Standard Time (EST), our answering service is available to page the ATS Field Engineer on-call at your request. If you ask to have the on-call engineer paged, and you are not an ATS contract customer, then you agree to the terms and conditions listed below under "ATS Telephone Support Policy - After Business Hours". ATS Telephone Support Policy Regular Business Hours: During regular business hours, 8:30 a.m. to 5:30 p.m. (EST) Monday through Friday (except holidays), the ATS telephone support policy requires a $750 minimum charge per problem call. This charge covers up to three hours of initial telephone support. Each additional hour is billed at $125 per hour. Fractions of an hour are rounded up to the nearest half-hour. Emergency telephone support, between the hours of 5:30 p.m. and 8:30 p.m. (EST) and anytime Saturday, Sunday or holidays, is billed at a minimum charge of $1,000 per problem call. This charge covers up to three hours of initial telephone support. On Saturday and Sunday, each additional hour is billed at $190 per hour. On holidays, each additional hour is billed at $250 per hour. Fractions of an hour are rounded up to the nearest half-hour. In the event that we are not able to resolve the reported problem with telephone support, and an on-site service call is necessary, the minimum phone support charge will be waived and the actual time spent on the phone will be added to the total cost of the on-site service call. The actual telephone support time is calculated at the rate of $125, $190 or $250 per hour. Unless previously determined, a purchase order is not required for an emergency service call or for telephone support. When emergency service is provided, a copy of the call report will be faxed on the next business day requiring the customer's signature and purchase order. ATS reserves the right to withhold support or service in cases where payment has been a problem. ATS On-Site Service Policy
ATS Parts Pricing ATS offers extremely competitive pricing for all Atex parts and Atex peripheral equipment. Our Atex replacement parts are guaranteed to be the latest revision. For a price quote, valid for thirty days, call anytime during regular business hours 8:30 a.m. to 5:30 p.m. (EST), Monday through Friday (except holidays). ATS reserves the right to change the pricing of parts without notice. Changes in pricing are based on demand, the availability of a given item and our cost to sustain inventory. ATS has a $100 minimum charge for any parts ordered. ATS Shipping Charges Shipping and handling charges for all orders are reasonable, and are based on the shipping mode requested by the customer. Orders that come into our facility after 3:00 p.m. (EST) that are scheduled for next day delivery, are automatically charged a $50 expediting fee in addition to the regular shipping and handling charge. An additional $150 expediting fee is automatically added to the regular shipping and handling charge for counter to counter shipments. ATS Warranty Our warranty reflects ATS's promise of delivering quality parts. Standard Atex PCBs have a 180-day warranty. Non-Atex manufactured replacement parts, along with refurbished items such as monitors, keyboards, printers, magnetic tape drives, and disk drives have a 30-day warranty. Payment Terms Service provided to non-contract customers is payable upon receipt of the ATS invoice. Non-payment for services rendered will jeopardize future service requests.
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