Support

Reporting a bug or proposing a feature

Write to [support mailbox]. Put “Bug” or “Feature” at the start of the subject line so the message is routed to the right person, and keep one issue per email so each can be tracked and assigned an owner on its own.

What to include in a bug report

The more of this you provide, the less back-and-forth is needed before anyone can start fixing it:

• Where it happened— the page or record, ideally the full address from your browser’s address bar.
• What you did — the steps that led to the problem, in order.
• What you expected, and what happened instead.
• A screenshot of the error or the incorrect data.
• When it happened — the approximate time, which lets us find the matching server logs.

Please do not paste client personal data into a report unless it is genuinely needed to reproduce the problem. A record identifier is usually enough.

Common issues

I cannot sign in

ATLAS only accepts @atalora.com Google accounts. If you land back on the sign-in screen with an error, check that you selected your work account rather than a personal one — the account chooser often defaults to the last account used. Signing out of the personal account, or using a private browsing window, resolves most cases.

A page says the record was not found

The record may have been deleted, or your role may not grant access to it. If you believe you should be able to see it, raise it with your team lead before opening a bug.

I need access to something I cannot see

Permissions follow your assigned role. Access changes are approved by your team lead and applied by an administrator in the control centre — they are not handled as bug reports.

The data looks out of date

Reload the page first. If the figures are still wrong, that is worth a bug report — include the record and the value you expected.

Response times

ATLAS is maintained internally alongside client work, so it is not a staffed help desk. As a guide: [target response time for blocking issues] for anything preventing work, and [target response time for other issues] for everything else. Feature proposals are reviewed periodically and prioritised against the roadmap.

If an issue is blocking and urgent, flag it directly to [escalation contact or channel] in addition to sending the email.

Anything else

Access requests, training, or how something is meant to work — the same mailbox, [support mailbox], covers those too.

For questions about personal data specifically, see the Privacy Policy. The rules covering your use of the platform are in the Terms of Use.