Support Plans

Here at @Comm, our Technical Support group understands that the key to your success is to provide timely and accurate assistance to make the most of your time and investment.

Should you find yourself with a technical question that you cannot answer with the tools provided with or within the products, please contact our Technical Support department.  

Our knowledgeable Technical Support representatives are available to help you with all of your @Comm product issues.

Partner Support

Technical Support assistance is available for all technicians and service specialists for partners meeting the terms of their Channel Partner Agreement.
We appreciate the importance of quickly and accurately addressing your needs while you are supporting your customers.  

Our objective is to provide expedited support for assistance with the implementation and troubleshooting of the @Comm systems in the field.

Partner Support features online resources, telephone support, diagnostic assistance and more!

Support is provided to technicians of the purchasing organization for installation assistance and routine maintenance assistance for one year from the date of purchase for all products that require Partner Support.

Service for Prophet and Summa Pro products shall be billable on a per incident basis for all systems in the field for more than one year, unless otherwise defined in the terms of the Channel Partner Agreement.

For Partners interested in obtaining assistance with the support and enhancements to @Comm software applications such as CommView, the system is required to be covered by a current product support agreement for service entitlement.

Products and services that are only supported through distribution:

• Prophet Series
• Summa Pro

Products and services that qualify for either distribution or direct end-user support:

• CommView Series
• TrafficView Series
• CommView Web services

Customer Support

Direct end-user support services are offered as an option for customers using our software solutions.  This service is a high priority technical support offering suited for your immediate needs of optimal system operation and long term needs of maintaining current with system enhancements and improvements.

In addition to online resources for self-help, telephone assistance and remote access services are used to expedite troubleshooting, provide resolution to customer issues, and deliver improved process instruction for system administrators.

Typically provided with the product purchase for the first year, these services are renewable annually.  By remaining current with this support service, you are entitled to support services related to technical support assistance and patches & enhancements and you are protecting the initial investment in an @Comm Solution for all add-ons and upgrades your company may need due to changing business requirements.

If you would like to check your support entitlement for your CommView system, click here to send a message to @Comm Support.

Please be sure to provide your product type, registration number from HELP > ABOUT and contact information.

Configuration and Training Options

Getting started on the right foot is a key to a successful implementation.  To rapidly obtain the benefits of your @Comm Solution while minimizing the associated labor and effort, Configuration Assistance and User Training services are generally bundled into new product purchases or are available for select products for a nominal rate.

For Partners, we offer services that may enhance the efforts that you perform onsite in support of your customers by remotely accessing and configuring systems upon the physical setup that you perform.

@Comm Technical Support Specialists can assist with delivering the system benefits to the customer in a timely and efficient manner by focusing on providing guidance and assistance with the optimal system configuration and by providing the primary user with basic operation, reporting and administration training.

Online resources

The Support section of the site provides a gateway to product specific documentation and resources. In addition to the generally available support material, qualified partners and end users may access customer only reference material and tools. Access to these login areas is subject to maintenance agreement entitlement.

Schedules & Holidays

To obtain assistance from @Comm Technical Support, you may use any of the following mechanisms.

Phone: Call (603) 628-3000 to reach @Comm Technical Support Dispatch

Web: While on our site, feel free to request service via this link

Email: For business hour service, messages sent to support@atcomm.com will automatically be forwarded to dispatch and shall initiate a service ticket.

@Comm offices are closed during all major national holidays and service is provided as emergency after hour service during those periods.

@Comm Technical Support is staffed with in-office technicians reached through dispatch Monday through Friday 8:00 AM Eastern to 5:00 PM Pacific.

Emergency after-hour and weekend service through automated dispatch is available for qualified dealers and customers.  To receive emergency after-hour and weekend service, please contact support via telephone and follow instructions to have an on-call technician notified.