FAQ Category: 1. General

Once we receive your contract, we will process your payment and create your custom software URL. This process usually takes 1-3 business days. Once it is finished, we will email you information on how you can access your new ATOM site. We will also schedule your first ATOM Training session with you to go over the basics and discuss your future training needs and plans. Most offices begin their ATOM training with sessions designed to help customize their main Workflow and Document Storage / Client Portal needs.

ATOM works seamlessly alongside every tax preparation software, and we have clients across the entire North and South American continents.

We strive to provide the best customer support in the industry! All our clients have access to unlimited training and support. We do not charge for any of your support needs and are available all year by phone, text, email, fax, or portal message. We encourage you to utilize both our online support and our phone support as much as needed. Our goal is to ensure you fully utilize ATOM to its potential and have the support to do so.  ATOM Support and unlimited training is FREE!

Yes, ATOM can work on any Web browser. Offices with a Firewall will need to request their provider to “Whitelist” their ATOM site to ensure all its features can function as designed. As long as your remote server allows you to download the internet browser of your choice, your access to ATOM will operate as needed. In rare cases, you may also need to contact your server provider to adjust your browser permissions to allow full ATOM access.

We recommend limiting individual file sizes to 1GB. Files greater than 1GB may require programmer site permissions or extension approval if your file is an uncommon file type. We work with individual offices to adjust as needed.

Your ATOM software includes unlimited storage with no additional fees. All sites have a 14-day site and document restoration timeline. We do offer unlimited Document Restoration for an additional annual fee. Contact ATOM Support at 517-940-8745 for pricing.

To ensure the highest level of confidentiality and security, it is our goal to clarify our policy on the collection and use of customer client data. We define customer client data as your company’s personal information and your client’s personal information. We will not give, sell or use your customer client data to any outside company for its use in marketing or solicitation. In addition, ATOM will not market or solicit your company’s clients. When you provide your customer client data to ATOM (such as name, company name, address, phone number, email, client Social Security Numbers, client Employer Identification Numbers, and electronic filing data), we will maintain its confidentiality and it will be used only to support your customer relationship with ATOM.

Our employees are trained and required to safeguard your information. Using physical, electronic and procedural safeguards, we restrict access to personal information to those employees for business purposes only.

All communications between your computers and our servers are secured with 256-bit Secure Sockets Layer (SSL) encryption. We use GlobalSign SSL Certificate for the most secure option for SSL with the highest authentication and the strongest encryption.

We host our servers on a Private Cloud network at Liquid Web, a SSAE-16 Type audited secure data center located in Lansing, MI. All uploaded documents are stored redundantly with Amazon S3 across three availability zones, each separated by miles across an AWS region.

ATOM does not have a downloadable application as our site has dynamic programming that adjusts to your mobile screen and can be accessed on your phone or tablet’s web browser. Neither you nor your clients are required to download an outside application to instantly access your database or portal. Your sites are always available no matter what device you might be using.

All you need is Internet access. ATOM will operate on any web browser. We recommend Edge, Chrome, or Firefox. *Safari has no known issues at this time, but Apple programming may sometimes interpret some ATOM functions differently (icons or permissions).

We recommend sufficient high-speed internet packages for your commercial or home offices to ensure your ATOM pages and extra functions can operate quickly and efficiently.

Yes, email is available as a Value-Added Service. Send, Receive, Assign, Store client emails – AUTOMATICALLY! Never hunt through a cluttered email inbox again.

Contact ATOM Support at 517-940-8745 for more information. Separate pricing applicable.