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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.


Note: Within Atera COMPANY = CUSTOMER


To create a customer:

1. Click the + sign, on the top right of the screen, to access the drop-down menu. 
2. Then select New Customer.

3. The Add Customer form displays. Follow the three steps in the box on the left to add a customer.


Note: Mandatory fields are marked with a red *

6. Enter the:

  • Customer Name (your company name)
  • 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).
  • 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).
  • Threshold Profile
  • Customer details

4. Click Next.

5. Add a Contract for the Customer. This is a mandatory step, even if you don't intend to use a contract with your customer (it can be a fake contract that you delete or edit later). Enter the contract details, including a unique contract name, then click Next.
Note: The SLA (Service Level Agreement) determines the initial response time and expected close time for a ticket.
6. Select SLA. The default is None.

7. Select the Default SLA and click Finish.

Note: A new SLA profile can be assigned later.

You have now finished creating a customer. The newly created customer appears on the Customers page.



Adding/importing customers in bulk


Atera supports importing your customer and/or contact information, in bulk, to ease your transition from another company to Atera.

To import your customers or contact information:

  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.
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