Always Available. Always Expert. Always Athenium
Athenium International delivers more than just successful implementations—we provide trusted, expert support throughout the lifecycle of your terminal and enterprise systems. Our global helpdesk, technical escalation pathways, and customer success programs are designed to ensure uptime, accelerate issue resolution, and drive continuous improvement. Whether you operate a single site or manage a multi-country terminal portfolio, we tailor our support to match your complexity and pace.
Global 24/7 Helpdesk
Our ITIL-certified helpdesk operates around the clock, offering multilingual support through multiple channels:
- Coverage: 24/7/365, with regional escalation support
- Channels: Email, secure web portal, optional live chat, and regional call centres
- Languages: Multilingual assistance tailored to local user bases
- Certification: ITIL-aligned processes for efficient, transparent ticket handling
This ensures issues are triaged fast and resolved by those with firsthand knowledge of your solution landscape.
Tiered Escalation & SME-Led Resolution
Our support model connects you directly with the people who know the systems best.
- Tier 1: Frontline operators trained in common terminal issues
- Tier 2: Senior support specialists with infrastructure and platform experience
- Tier 3: Solution engineers and developers with deep expertise in CBS, FBS, DMEx, ZAgent, ERP integrations, and infrastructure architecture
Scope of Support
Athenium’s support spans the full operational and integration environment:
- CBS & FBS platforms
- ZAgent middleware and custom integration layers
- DMEx data aggregation and reporting
- SAP & JDE ERP interface layers
- Interface monitoring and reconciliation
- Infrastructure and network diagnostics
- Operational best practices and compliance guidance
Scalable Support to Match Growth
Our support capacity flexes with your business needs:
- Scales across phased rollouts or full-network coverage
- Modular support packages tailored to client volume and complexity
- Supports global operations from a centralized and regionalized structure
Monitoring & Reporting
Operational integrity requires real-time visibility and accountability:
- Live system health tracking and threshold alerting
- SLA compliance tracking and incident resolution metrics
- Root cause analysis and escalation audit trails
- Executive dashboards for support trends and system performance
Customer Success Reviews
Support is more than resolving issues—it’s about continuous communication & improvement.
- Periodic performance check-ins
- Recommendations for system tuning and capacity planning
- Training refreshers and best practice alignment
- Feedback integration into roadmap planning
Why It Matters
When critical systems go down, minutes matter. Athenium International’s support structure is engineered for speed, accuracy, and partnership—because long-term operational success depends on more than just software. It takes a team that knows your environment, your goals, and how to keep everything running smoothly.
