FAQ
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1. How does Atto Speed manages tickets and provides support?
AttoSpeed offers unparalleled support through a highly responsive team dedicated to quick and effective issue resolution. Our support system ensures swift ticket handling, with clear communication and timely updates at every stage. Depending on the urgency, we can provide same-day on-site support, on-demand training, and even rapid configuration delivery to minimize downtime.
Our goal is to ensure your operations run smoothly — with expert assistance available whenever and wherever you need it
​2. Do you customize the software to suit our needs?
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Yes. While Infinity X meets over 95% of institutional requirements out of the box, AttoSpeed and Idea Elan offer customization services for technically feasible and rational requests. Customization is one of our core strengths, allowing us to tailor modules quickly and efficiently.
3. Can you integrate your software with our ERP systems?
Absolutely. We can integrate Infinity X with major ERP systems such as PeopleSoft, SAP, Workday, Banner, Oracle Financials, and Lawson.
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4. How do you ensure data privacy and security?
AttoSpeed, in partnership with Idea Elan, adheres to the ISO 27001 certification and fully complies with GDPR standards. We are committed to maintaining the privacy, integrity, and confidentiality of all data processed through Infinity X.
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5. How do you import our existing data into Infinity X?
Data migration is seamless with Infinity X. AttoSpeed will support in the process of importing. We can import existing institutional data directly into the system, ensuring a quick implementation. The software interface can also be customized to match your institution’s branding and workflow.
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6. Is Infinity X available as an on-site or SaaS solution?
Yes. Atto Speed is authorized and accredited to implement Infinity X as both SaaS (Software-as-a-Service) and on-site installed models, catering to institutions of all sizes — from single-core facilities to enterprise-wide deployments.
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7. Are there any video tutorials available?
Yes. Through our Zendesk Portal, users can access step-by-step video tutorials covering topics such as facility setup, instrument management, sample submission, and user profiles
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8. How do you manage scheduled maintenance?
We occasionally conduct scheduled maintenance for Infinity X to ensure optimal performance. As per our SLA, maintenance is typically planned between 12:00 AM and 3:00 AM (local time) to minimize disruption. All clients receive advance notifications prior to any maintenance activity.
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9. Do you provide a support system or user guide?
Yes. AttoSpeed and Idea Elan provide comprehensive user guides and documentation, ensuring that all features remain intuitive and user-friendly. Infinity X is updated at least once a year with new features and product enhancements.
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10. What is the cost of the software?
On-Site Model: Involves an upfront capital cost plus an annual support and maintenance fee.
SaaS Model: Operates on a simple annual license fee.
Pricing varies based on factors such as number of facilities, instruments, and users. Please contact us for more information.
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