Create a Customer, Contract and SLA

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.

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

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).
• Domains (it is best practice to add all your customer's domains. Doing so will cause a recognition of customer emails with the same domain and automatically assign them as company contacts, as well as automatically associating new Atera agents with the customer. Note: List domains without the ‘@’ symbol).
• Business Number (for your own internal purposes only).
• Phone, Fax, Address, City, Country, State, Zip Code 

Click Next.

Step 2: Create contract for customer

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 

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 (Optional)

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

If adding a contact, fill in the mandatory fields (First Name, Last Name and Email) and any of the optional fields you wish. Then click Create.  

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