Customer Software Support

Atomos Hyla’s Maintenance Program adds strategic value to all software solutions with a high-value mix of Standard and Optional Services, including:

Standard Services:

  • Help Desk
  • Remote Support
  • Software Updates

Excellence Options:

  • Programming Maintenance for Product and/or Solution
  • Corrective On-Site Services for Product and/or Solution
  • Dispatch Services
  • Service Manager

To understand what services are in scope of your current maintenance program, please refer to your Service Level Agreement with Atomos Hyla.

Customer Support Help Desk

Atomos Hyla’s Customer Support Help Desk is open and available for customers, and is run by dedicated, trained, highly-skilled technical personnel. You can reach our support team via our:

1. AskMe Desk Customer Online Portal

AskMe Desk is Atomos Hyla’s web-based ticketing tool. Via the AskMe Desk Online Portal, customers can submit and share all the information needed to specify the bug/problem/issue they are experiencing, open tickets, monitor the status of their tickets, track their support history, print reports, etc. Only customers with an active account will be able to log-in and use the portal.

2. Support Hotline

Call our direct software support phone line to report critical blocking issues affecting production that need to be addressed immediately. If you are calling after normal business hours and/or if our agents are unable to answer your call, please leave a voicemail message with your name, company and contact information as well as a brief description of the issue you are calling about. An agent from our team will respond as soon as possible and within the hours specified by your maintenance support level.

  • Europe: refer to the dedicated phone number provided for your active maintenance contract
  • Brazil: +55 11 4302 5976

If you have questions about Atomos Hyla’s Customer Software Support or would like more information about how we can help your organization, please contact us:

Contact us