Atlas Business Group Support Services

We have a number of support contracts available to our clientele which suit their different needs and are able to provide a progression within these scales at any time. One time fees for unforeseen incidents are also available and we are happy to discuss our support provision with new and existing customers at any time.

Atlas Business Group Autotask Portal

If you have an existing contract for support with Atlas Business Group you may use the Autotask portal to raise as ticket for your support call. An operative will get back to you to discuss this if required. To access our portal please click here

Atlas Business Group Service Level Commitments

We recognise that customers have varying expectations of response times and the time to complete tasks. Sometimes those expectations are different to what we can deliver. To avoid any doubt here are our commitments to delivering our services to our customers.

Some products and services Atlas Business Group offer have service targets that operate separately from Managed Service contracts. Where a Managed Service contract is in place the most responsive of the two will take precedence.  However if additional third party support is required, e.g. DSL faults or advanced hardware replacements as part of an extended warranty or hardware support contract/care pack as these services are individually specified and client selectable at time of purchase, our response times will be bound by that of the third party contract so at this point whichever response time is the lesser takes precedence.

Atlas Business Group Managed Services Contracts

Under certain circumstances BT/Ofcom or any other communications provider may declare an MBORC (Matters Beyond our Reasonable Control), most commonly after severe or prolonged unusual weather conditions but also when illness means the provider cannot cover normal demands.  When an MBORC is in place SLAs are not applied. Under very rare circumstances this may apply to national ethernet products.

UK Domain Name Renewals and Expiry Service Levels

Key Terms

All domains are renewed on an annual basis, we will send out reminder emails 30 days, 14 days, 7 days and 1 day before expiry.  We will send the emails to the email address on the account, it is the registrants responsibility to make sure their contact details are up to date. Atlas Business Group take no responsibility if your domain renewal fails due to your contact details being incorrect. If you do not wish to renew a domain please make sure you contact us a minimum of 14 days before your domain expires by emailing us at  All domains will be auto renewed 14 days in advance of the domain name expiring and will be billed 30 days in advance unless otherwise instructed. In renewing a domain you are agreeing to the registrars and the registries terms and conditions.

If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee.  After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of £100 + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Atlas Business Group will not guarantee the renewal of a domain name.

We do not charge any fee to transfer a domain to or away from us.  The only fees are for the annual renewal, which you will be notified of prior to the registration/transfer/renewal.

Making a Complaint

If we fail to meet our service level commitments or fail to meet your expectations then please open a dialogue with us by email, telephone, or written letter,  please provide as much detail as possible. Your communication will be treated seriously and will be assigned to a Director or Senior Manager until it is resolved.

Some aspects of our portfolio are regulated by external third parties and government.  If you are not satisifed with our response you may escalate your concerns to the appropriate body.

If your complaint is regarding UK domain registrations, renewals or expiry and is not resolved to your satisfaction you may escalate the complaint to Nominet or you can request a free domain transfer to a registrar of your choice.

If your complaint is regarding any of our Broadband or Internet Access solutions you may escalate the complaint to Ofcom, additionally we are members of ISPA and through them you have access to an Alternative Dispute Resolution Service.

Service Levels for Complaints

We will acknowledge a complaint by email within 3 working days of receiving it.  The acknowledgement will include the name of the Director or Senior Manager allocated to deal with your issue.  We will endevour to at all times keep you updated with any progress and are always receptive to any additional information you wish to make available.