Support, implementation, and documentation
What we provide, what your team provides, and where to find the documentation for each role.
Last reviewed: September 2026
Support
- Channel: email to [email protected], answered by the people who build the software. There is no ticket portal and no tier-one script.
- Included in every license: email support and software updates. Higher tiers add priority email, scheduled check-ins, and phone support during business hours, as listed on the pricing page.
- Response time: we usually reply the same business day. There is no contractual service-level agreement for response or resolution times today.
- Security issues: use vulnerability reporting.
- Please describe problems with sample data or screenshots that do not show student information.
What counts as application support
We help with
- Installing and upgrading the application
- Configuration, roles, and features
- Imports and integration setup
- Errors and unexpected behavior in the application
- How-to questions
- Security questions about the application
Your IT team handles
- Server, virtual machine, and operating system issues
- Networking, DNS, firewalls, VPN, and certificates
- The reverse proxy and HTTPS
- Backups and restores
- Your SIS or LMS, and its credentials and permissions
- User devices and browsers
We are glad to advise where the two meet.
Implementation
AtlasOA, LLC provides
- The Windows installer
- A license key (AtlasOA) or license agreement (Atlas K-12)
- Product and deployment documentation
- Configuration guidance
- The evaluation guide
- Email support
- Optional remote installation help (paid add-on)
Your institution provides
- A server or VM that meets the requirements
- Administrator access to install
- Network configuration, DNS, and HTTPS
- Backups
- Server operations and patching
- User accounts and identity management
- Local security controls
- Data exports from your SIS or LMS, or read-only access
Typical sequence
- Prepare the server, DNS name, and backup target.
- Install and sign in; change the default administrator password.
- Configure HTTPS through your reverse proxy.
- Create accounts and roles.
- Import data by CSV, or connect a read-only integration against a test instance first.
- Configure thresholds, outcomes, or programs.
- Train staff and go live.
Documentation center
Public documentation is linked below. Selected deployment guides are included with the installation, and the full set is available on request. Atlas K-12 includes in-app help articles for each screen; AtlasOA does not have in-app help yet, so use the Evaluation Guide and the included guides.
Higher education (AtlasOA)
| Role | Start with |
|---|---|
| System administrator / IT | IT director packet, System requirements, Network requirements, Backup; deployment guide included with the installation |
| Assessment coordinator | Evaluation Guide, worked closing-the-loop example |
| Institutional effectiveness | Evaluation Guide (reporting, trends, and annual planning sections) |
| Faculty | Faculty onboarding playbook, What is outcomes assessment? |
| Department chair and program director | Evaluation Guide (curriculum mapping and outcomes sections) |
| Accreditation and reporting | Evaluation Guide (narratives and evidence packages); accreditation support below |
K-12 (Atlas K-12)
| Role | Start with |
|---|---|
| IT administrator | IT director packet, SIS adapter matrix, System requirements; selected deployment guides included with the installation, full set on request |
| District and school administrators | Atlas K-12 in 5 minutes, brochure |
| Teachers | Atlas K-12 in 5 minutes, Compass quick start |
| Counselors and interventionists | Strategy library quick start, Compass quick start |
| MTSS team and Care Team | Care Team workflow |
Some older PDFs predate the September 2026 release. Where a PDF and the Trust Center disagree, the Trust Center is current. Role-specific user guides for each position are not yet published.
Accreditation support (AtlasOA)
AtlasOA provides workflows and evidence structures designed to support institutions working within the requirements of HLC, SACSCOC, MSCHE, NWCCU, WSCUC, and ACCJC, and the programmatic accreditors ABET, AACSB, CAEP, ACEN, and CCNE. It generates closing-the-loop narratives from your own assessment data and evidence packages organized by standard. No accreditor endorses or certifies AtlasOA, and using it does not guarantee any accreditation outcome. NECHE and national accreditors are not yet included. Standard-by-standard crosswalk documents are not yet published; the accreditation overview summarizes the standards each accreditor emphasizes.
Do not take our word for it. Test it yourself. Install AtlasOA or Atlas K-12 on a machine your institution controls, use sample or non-production data, and let your own people decide.