Question 1

What does Atlas Control cost?

Accepted Answer

A$329 per user per month including GST. One plan, every module, unlimited clients and unlimited endpoints. New accounts get three months free, then six months at A$164.50, then the standard price. There are no per-integration, per-endpoint or per-module add-ons and no setup fee. Optional professional services are priced separately.

Question 2

Who counts as a user?

Accepted Answer

A person in your business with a login. Your clients and their staff do not count: portal contacts, end users raising tickets through the support tray, and people receiving a managed signature are all free.

Question 3

How young is this product, honestly?

Accepted Answer

Young. Atlas was built inside one Australian MSP for its own use and opened up after it was already running that business. Roughly half the modules carry real production volume today and the rest are built but lightly used; every product page states which is which and quotes the actual number. You will talk to the people who write the code, which is an advantage and a risk, and you should price both.

Question 4

Can you migrate us from ConnectWise, Autotask or Syncro?

Accepted Answer

Not with a documented migration path, no. Clients, contacts, products and hardware can be imported from CSV, and there is a working importer for SuperOps tickets and Hudu documentation. Anything beyond that is a conversation rather than a button, and we would rather say so now than during your cutover.

Question 5

Is there a free trial?

Accepted Answer

The first three months are free, on the full product with every module. A card is taken up front and you can cancel any time before it bills. That is deliberately longer than a fourteen-day trial: you do not find the sharp edges in an MSP platform until you have run a real month-end through it.

Question 6

Is the RMM your own, or somebody else’s?

Accepted Answer

Ours. The agent is written, built and signed by us for Windows, macOS and Linux, with an EV-signed Windows installer that has been live since July 2026 and a notarized macOS daemon. Remote access uses AnyDesk, provisioned per device.

Question 7

Does it work outside Australia?

Accepted Answer

The core - service desk, endpoints, documentation, Microsoft 365, backup, security - is not region-specific and works anywhere. The distribution, domains, connectivity and tax work is Australian and will be dead weight elsewhere. Atlas bills in one currency per organisation and has no FX handling.

Question 8

Is there a mobile app for technicians?

Accepted Answer

No. Atlas is web-first and the interface is responsive, but there is no native technician app. The support tray on Windows, macOS and Linux is for end users, not for your team.

Question 9

What does the AI actually do?

Accepted Answer

It drafts. AI writes a suggested first response at ticket ingest using knowledge-base and device context, suggests a category, and can draft a device script from a prompt. Every one of those is reviewed by a person before it sends or runs. It does not close tickets, approve changes or execute anything on its own, and remediation always requires an approval.

Question 10

Do you have an API?

Accepted Answer

Yes, plus an MCP server so an outside AI client can be given scoped access to your own data. There is no data-warehouse connector or BI export yet; the API is the way out.

Question 11

Do you hold SOC 2 or ISO 27001?

Accepted Answer

No. Atlas holds neither today and no other formal certification. If your procurement process requires one, we will not pass it, and that is the honest answer rather than a roadmap promise. What we can show is the engineering posture: encrypted secrets, row-level tenant isolation, permission-gated server actions, column-level revocation on sensitive fields, and a full audit log.

Question 12

Where is our data held?

Accepted Answer

In a single hosted region, on managed Postgres with row-level security enforcing the tenant boundary. Atlas is not available on-premises and the region is not configurable. Your clients’ email never passes through Atlas: signature stamping happens inside Exchange Online, and backup moves mail between Microsoft and your object storage.

Question 13

Can we get our data out?

Accepted Answer

Yes. Every module’s list view exports to CSV, the API covers the core records, and on request we will provide a full database export of your organisation. There is no export fee and no notice period on it.

Question 14

What access does Atlas staff have to our data?

Accepted Answer

Support access is through the same permission model your own staff use, and every privileged action is written to the audit log. Password vault entries are encrypted with the ciphertext columns revoked from the data API entirely, and every reveal is recorded.

Question 15

How long does setup take?

Accepted Answer

A working service desk in a day: connect the support mailbox, import clients and contacts, invite your team. Endpoints follow as the agent rolls out. The commercial side - catalogue, pricing rules, agreements, Xero - is the part worth doing slowly, and it is usually a week of deliberate work rather than a project.

Question 16

Do we have to use every module?

Accepted Answer

No, and most people should not start that way. Modules you do not configure stay out of the way, and permissions hide what a given role has no business seeing. Turning on HR, compliance or MDM later costs nothing.

Question 17

What do you need from us to start?

Accepted Answer

A support mailbox to ingest, a Microsoft 365 admin who can consent the Atlas app on your tenant, and a list of clients. Xero, distributor feeds and the endpoint agent can all come afterwards.

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