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    Create a Customer, Contract and SLA

    After registering your Atera account, the most important step is to add your 'customers'.

    A customer in the Atera system is the base entity, and all other functionalities rely on the correct initial creation of a customer. Once you've added a customer, you can add the customer's contacts and devices, install Atera agents, and begin monitoring your customer's devices.

     

    To create a customer:

     

    1. Click the + sign, on the top right of the screen, to access the dropdown menu. 

     
     

     

    2. Select New Customer.

     

    The Add Customer form appears.

     

    Create_New_Customer_step_1.jpg

     

     

    3. Follow the 4-step flow, on the side panel, to create a new customer.

     

    Note: Mandatory fields are marked with an *.
     
     

     

     

    Step 1: Create new customer

     

    Create_New_Customer_step_1.jpg

     

     

    Enter the:

     

    Customer Name (This is the company name)

    Optional Fields:

    • Rank (for your own internal purposes only. The customer Rank has NO IMPACT within the Atera system, and all customers are processed/handled/viewed in exactly the same way, regardless of the rank you choose for them).
    • Email Domain (it is best practice to add this. Doing so will cause a recognition of customer emails with the same domain and automatically assign them as company contacts).
    • Business Number (for your own internal purposes only).
    • Phone, Fax, Address, City, Country, State, Zip Code

     
     

    Click Next.

     

     

    Step 2: Create contract for customer

     

    Create_New_Customer_Wizard_step_2.jpg

     

    A contract spells out the how, when, and how much your customer will be billed. It’s optional, but recommended, so you can fully use all Atera’s Professional Services Automation (PSA) features, such as seeing which support tickets need attention, as well as reporting on your response/resolution times.

     

    Enter the contract details, then click Next.

     
     

     

     

    Step 3: Select SLA and threshold profile 

     

    Create_New_Customer_Wizard_step_3.jpg

     

    Select the Service Level Agreement (SLA). An important addition to a contract, the SLA sets customer expectations by setting the initial response time and expected close time for a ticket. Learn more about SLAs

     

    Select the alert threshold profile. This profile determines the alerts you receive about your customer’s devices. Learn more about alert threshold profiles

     
     

    After selecting, click Next.

     

    Note: SLA and threshold profiles can be added or changed later.

     
     

     

     

    Step 4: Add contact

     

    Create_New_Customer_Wizard-_1920_Step_4.jpg

     

    A contact is required to use some basic features, like opening a ticket.

    Fill in the mandatory fields (First Name, Last Name and Email) and any of the mandatory fields you wish. Then click Create.  

     

     

    Your new customer has been created, and now appears on the Customers page.

     

     

     

     

    Importing Customers in Bulk

     

    You can also import your customer (and contacts) in bulk, to ease your transition to Atera, from another company.

     

    To import your customers or contacts:

     

    1. Navigate to Admin > General > Import Data.
    2. Select which information you want to import, customers or contacts.
    3. Download the relevant template file.
    4. Copy your existing data into the template. Make sure the data you copy matches the column headings provided in the template.
    5. Import this template file back into the UI and the customers or contacts will be copied in bulk.
    Still have a question? Contact us
    John

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