Atlantech Online, Inc. is a telecommunications provider headquartered in Silver Spring, Maryland. Founded in 1995 as one of the region's first Internet Service Providers, we have evolved into a regulated public utility delivering voice, fiber, and data center services. Our network spans Maryland, Virginia, and Washington, D.C., with nationwide telephone services. Businesses, government agencies, and institutions rely on Atlantech for secure, high-performance connectivity and mission-critical infrastructure.
Our mission is to deliver reliable, secure, and cost-effective voice, Internet, and data center services—backed by exceptional customer support. We are committed to building long-term relationships through transparency, responsiveness, and technical expertise.
Atlantech Online provides:
Atlantech Online is a privately held company focused on steady, organic growth—not driven by investor demands. This allows us to put customers first, building and expanding our network based on their needs. Our business model translates to personalized service, faster response times, and a hands-on commitment to quality that national carriers often can’t match.
Atlantech Online serves a diverse range of customers, including:
Atlantech Online works with a variety of partners to deliver its services including:
Atlantech Online has delivered fiber connectivity to over 300 Class A office buildings and commercial properties across Maryland, Virginia, and Washington, D.C., representing more than 25 million square feet of connected office space. Through fiber-sharing agreements with every major provider in the region, we also have access to an additional 20,000+ office and commercial properties.
To find out if your building is fiber-lit or to request a site survey, contact our sales team at sales@atlantech.net.
With modern fiber optic networks and IP-based technology, there's no longer a need for physical phone company equipment in every neighborhood. Atlantech Online delivers low-latency, high-quality voice services nationwide through strategically located Points of Presence (PoPs) in Washington, DC, Philadelphia, PA, and Los Angeles, CA. Whether you're calling from Montana or Malaysia, our phone service is designed to be clear, reliable, and consistent.
We use a combination of:
These services run over our robust IP backbone with direct interconnections to major carriers, allowing us to port and manage phone numbers in all 50 states.
Yes. We support number porting nationwide and can assign local Direct Inward Dial (DID) numbers in virtually every U.S. market. Our experienced team handles the entire process, including Letters of Authorization (LOA), RESPORG transfers for toll-free numbers, and coordination with losing carriers to ensure a smooth transition.
Absolutely. Our Hosted PBX, Microsoft Teams Calling, and Zoom Phone services are cloud-based and optimized for remote work. Users can make and receive calls from anywhere using desk phones, softphones, or mobile apps. We also provide E911 address registration and location-based routing for compliance and safety.
Our customers include government agencies, law firms, healthcare providers, educational institutions, and businesses of all sizes with distributed offices or remote employees. Whether you need a single phone line or a fully integrated multi-site deployment, we can scale to meet your needs.
Yes. We offer Cloud Fax solutions that are HIPAA-compliant and support email-to-fax workflows. For analog devices like elevators, fire panels, security systems, and credit card machines, we provide our atlantech|POTS solution. It includes built-in redundancy (fiber and cellular) and battery backup for continued operation during power outages.
All services are installed through our project managers in our service delivery team and configured by our in-house engineering team. We provide fiber installation, call flow design, number porting, and certain end-user training as part of onboarding. Ongoing support is available 24/7/365 through our Technical Support Center, based in the U.S.
Atlantech Online operates secure, carrier-class data centers in:
Both facilities are purpose-built to support mission-critical applications, colocation, and high-availability hosting. They offer redundant power, diverse network connectivity, and 24/7 security to meet the demands of government, enterprise, and commercial customers.
Atlantech Online does not provide service directly to individual residential customers. However, we do deliver high-capacity bandwidth (typically 10Gbps and above) and telephone services to residential communities, apartment buildings, and condominiums on a wholesale basis. In these cases, property owners, developers, or community associations work with us to bring fiber connectivity to their residents.
Atlantech Online is committed to supporting the communities where we live and work. We actively contribute to local nonprofits, sponsor community events, and encourage our employees to participate in civic and charitable initiatives. From supporting youth sports programs to partnering with local organizations, we believe in giving back and investing in the region's success.
You can expect a consultative, solutions-driven approach focused on understanding your business goals. Our sales team works closely with you to identify needs, design solutions, and ensure a smooth transition from proposal to implementation.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Yes — Atlantech specializes in customized voice, data, connectivity, and data center solutions, built around your unique operational and technical requirements. We don’t offer one-size-fits-all packages — every solution is tailored.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Our team partners with clients to design solutions that are scalable and flexible, helping you prepare for growth, technology changes, and evolving business demands — with ongoing account management to adapt your services as needed.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Yes — Atlantech has deep experience with multi-site businesses, enterprise deployments, and complex infrastructure projects, ensuring seamless communication and connectivity across all your locations.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Absolutely — our team is trained to advise on Atlantech Voice, Dedicated Ethernet, internet services, data center colocation, and cloud connectivity, helping you design a solution that fits both your budget and business needs.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
We serve a broad range of industries, including commercial real estate, government agencies, school systems, healthcare providers, large residential communities, and enterprise businesses, providing reliable telecom and data solutions tailored to each sector.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Yes — Atlantech assigns a dedicated account manager to every customer, ensuring you have a single point of contact for sales support, account management, and future service needs.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Absolutely — our team advises on Atlantech Voice, Dedicated Ethernet, internet services, data center colocation, cloud connectivity, and Microsoft Teams Calling solutions. Whether you need direct Teams integration through Call2Teams or a hybrid setup, we help design the right communication and connectivity solution for your business.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Atlantech’s sales process is designed for a seamless handoff to our Service Delivery and support teams, with detailed project documentation, kickoff calls, and dedicated account managers to guide you through setup and activation.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Yes — our team is available for consultations, virtual meetings, or on-site visits to assess your needs, review your current setup, and recommend the best solutions for your business.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Yes — Atlantech offers a partner program for qualified resellers and referral partners.
If you would like more information or to book a consultation, please email Sales@atlantech.net or book an appointment by clicking here.
Great question — and the explanation is straightforward: your first invoice includes both a partial month and a full month of service.
Atlantech Online’s billing cycle always starts on the 1st of the calendar month. So, if your services started mid-month, your first bill includes:
This ensures your future bills are consistent and predictable. No hidden fees — just a one-time adjustment to align your account with our standard billing cycle.
In most cases, your initial invoice includes one-time deposits and setup fees, which are billed upon execution of the service agreement — even if the services themselves haven’t started yet. These charges should correspond to the amounts outlined in your signed agreement.
If you have questions or need clarification, please email service@atlantech.net, include a copy of your invoice, and let us know which charges you’d like us to review.
Visit billing.atlantech.net and log in with your credentials to:
✔ View and download invoices
✔ Make payments
✔ Set up autopay
✔ Manage payment methods
If you haven’t registered for a Billing Portal account yet, call us at 301-589-3060 or email service@atlantech.net— we’ll help you get set up quickly.
Go to billing.atlantech.net and log in using your credentials.
If you have never registered for a billing portal account, call us at 301-589-3060 or email service@atlantech.net — we’ll help you get into the portal quickly.
Bill Center passwords are required to be updated every 90 days for your security. If you’ve forgotten your password or username, and you’ve already registered for a billing portal account, here’s how to get back in:
Option 1: Self-Service
Option 2: Contact Us
If you prefer assistance, call 301-589-3060 or email service@atlantech.net, and our team will help you get logged in.
Your registration code for Atlantech Online’s billing portal is emailed to you
when your account is first created. If you can’t find the email, please contact
us at service@atlantech.net and we’ll provide your code.
We offer several convenient payment options to fit your needs (listed in order of customer preference):
If you'd like to use a different payment platform, please contact us first — we’ll let you know if it’s supported.
For complete payment instructions, email service@atlantech.net, include your customer ID, and request the document titled “Payment Instructions.”
Atlantech Online invoices are generated on the 1st of each month and payment is due by the 21st. Even though it's still the same month, any payment received after the 21st is considered late.
To be fair to all customers, we provide an 8-day grace period, but after that, late fees are typically applied on the 29th of the month.
To avoid late fees altogether, we recommend setting up autopay through the Billing Portal — it ensures your payment is processed automatically and on time every month.
Absolutely. You can enable autopay through the Billing Portal, and your payment will be processed automatically on the 1st of each month. Many customers choose this option for the convenience and peace of mind — it ensures your account stays current without the need to manually process payments each month, helping you avoid late fees or service interruptions.
We will waive your first late fee as a one-time courtesy upon request. After that, late fees are applied in accordance with our billing policies and are not typically waived.
If a late fee was applied due to an Atlantech error, we will remove it. Otherwise, customers are responsible for ensuring payments are received on time to avoid additional fees.
To keep your account and private information secure, we’ll always ask for your Security Passphrase when you request account changes or access to Customer Proprietary Network Information (CPNI). This extra layer of protection helps ensure that only you — or someone you authorize — can access your account. Atlantech follows this process to meet federal security requirements and, more importantly, to safeguard your personal information.
To make changes to your services, please contact your sales representative directly or email sales@atlantech.net — our team will guide you through your options. If you need to cancel a service, email service@atlantech.net with your request. For your protection, we’ll ask for verification to confirm the cancellation.
Terms and conditions related to cancellations are outlined in the General Terms and Conditions of the Master Service Agreement you signed when ordering service.
If you have Atlantech-provided equipment — such as a network interface device (NID), firewall, switch, media converter, or similar — it must be returned in accordance with your Master Service Agreement. Here are the steps:
You can return the equipment to our Silver Spring office:
Atlantech Online, Inc.
1010 Wayne Avenue, Suite 630
Silver Spring, MD 20910
Hours: Monday–Friday, 8:00 AM to 5:00 PM
Ship Equipment to Atlantech OnlineYou may also ship the equipment to the same address. Please note: You are responsible for providing shipping materials and a shipping label.
Be sure to include your customer ID, company name and ticket number inside the package of the returned equipment. Your leased equipment will be terminated from your account once it is received at Atlantech Online. Important Note: Unless all leased equipment is returned within 15 days of termination, your account will be charged a non-refundable fee for the replacement cost of the hardware.
If you have questions about what equipment needs to be returned or how to package it, contact service@atlantech.net.
Atlantech Online provides leased telephones through its partner DataSales. IMPORTANT NOTE: Leased telephones must be returned to DataSales per the directions below (not shipped to Atlantech Online).
For DataSales leased phones and telephone equipment:
Data Sales Co., Inc.
Attention: DaaS – Rental Return
3450 West Burnsville Parkway Burnsville, MN 55337
Your leased equipment will be terminated from your account once it has been received and audited by Data Sales.
Yes — we can arrange a pickup for non-telephone equipment returns. Please note that a dispatch fee applies for this service.
To schedule a pickup, email service@atlantech.net, and our team will assist you.
For telephone equipment returns, please refer to the specific instructions provided elsewhere in this document.
Yes. A 2.75% processing fee is added to any credit card payments. This will appear on your next invoice as a "convenience fee." Please note that there are no fees for any other type of payment.
Your full payment history is available in the Billing Portal. Once logged in, click View & Pay Bills in the top left, then select Payments from the dropdown menu. From there, you’ll see an Export option in the upper left to download your payment history and invoices.
If you need help accessing the portal, you can contact us at service@atlantech.net. If you don’t have Billing Portal access, Customer Service is ready to assist.
You can access and download your invoices in the Billing Portal — the easiest way to stay on top of your account.
Once logged in, click View & Pay Bills in the top left, then select Payments from the dropdown to access your invoice history and download copies.
If you have any questions, you can contact us anytime at service@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
Yes — in fact, that’s the default. But if you prefer to receive a printed invoice, we can mail one to you for a $6.00 monthly fee.
Log in to the Billing Portal to securely update your billing or payment information. It’s quick and easy. To have invoices mailed or a billing address updated on your invoice, reach out to customer service.
To update your account, we’ll verify you using:
Please note: For security reasons, we cannot update service addresses for Internet or certain Atlantech Voice services. To update the service address for dedicated internet access or any voice service, please contact your Sales Representative.
Yes, for consolidated billing, we can structure your accounts as Parent/Child accounts. The Parent account will have all bills sent to it, broken down by each of the individual child accounts. Please reach out to service@atlantech.net, if you are interested.
Yes. To open a billing dispute, email service@atlantech.net within 60 days of the invoice date. Please include:
We’ll investigate and follow up with you directly.
Yes — just let us know by emailing service@atlantech.net. We’ll gather the documents and walk you through what’s been paid.
Keep in mind: Payments apply to your account balance overall, not specific invoices. If something’s out of order, we’ll gladly help trace and align the history.
We’re always here to help.
You can reach our Customer Service team by:
Customer Service is available 8AM to 5PM, Eastern Time, Monday through Friday except for holidays.
Great question. It’s important to understand that tax-exempt status for a non-profit does not automatically apply to all taxes and fees, especially in the telecommunications industry.
Your tax exemption certificate typically applies to state sales tax on eligible goods and services. However, many of the charges you see on your invoice — such as federal, state, and local telecommunications taxes, regulatory fees, and surcharges — are not waived, even for non-profit organizations.
In fact, even government agencies, including federal, state, and local entities, are subject to these same telecommunications taxes and regulatory fees. These charges are mandated by government agencies and apply universally to all telecommunications customers, regardless of tax status.
Atlantech Online prioritizes tickets based on urgency and service impact, ensuring your critical needs are addressed efficiently:
Priority 1 – Critical (Service Outages)
Critical tickets consist of complete outages of a service or services.
Examples:
Priority 2 – High (Service Degradation)
High-priority tickets involve service degradation where services are operational but not at full capacity or within specification.
Examples:
Priority 3 – Standard (General Issues)
Standard tickets cover non-urgent general issues that do not require immediate resolution.
Examples:
Priority 4 – Low (Scheduled Tasks)
Low-priority tickets consist of scheduled tasks or non-time-sensitive issues.
Examples:
Priority 5 – Project/Install (Long-Term Projects)
Priority 5 tickets track long-term projects or installations coordinated with Atlantech Online.
Examples:
This prioritization ensures critical services are restored first, while moving other requests forward in an organized manner.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
Atlantech Online makes it easy to track and manage your support tickets, ensuring your issues are addressed efficiently by our system and our technicians.
You can view and manage your tickets anytime by logging into our customer portal at care.atlantech.net. Within the portal, you can:
For your convenience, you can also reply directly to the email notifications you receive from our system or from our technicians regarding your ticket. Your reply will automatically update your ticket and alert our team, ensuring continued progress without requiring you to log into the portal.
If you need to escalate a ticket or require urgent assistance, please reach out to us anytime. Our technicians are here to support you and ensure your services continue with no disruption.
You can contact us at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
Atlantech Online’s Technical Support team is available 24 hours a day, 7 days a week, 365 days a year. Whether you have a quick question or encounter a critical issue, you can rely on us to be ready whenever you need assistance.
Our goal is to ensure your services operate smoothly with no disruption, and our dedicated engineers are prepared to support your business at any time.
If you need assistance, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
You can open a support ticket quickly using several convenient options.
Once your ticket is opened, you’ll receive an email confirmation with your ticket number. Please reference this number in all communication about the issue. To provide updates or ask questions, simply reply to the ticket email to keep all correspondence tied to the same case.
To keep your account and private information secure, we’ll always ask for your Security Passphrase when you request account changes or access to Customer Proprietary Network Information (CPNI). This extra layer of protection helps ensure that only you — or someone you authorize — can access your account. Atlantech follows this process to meet federal security requirements and, more importantly, to safeguard your personal information.
The Service Delivery Team coordinates the setup of all new services with Atlantech Online. We manage installation projects by confirming scope, communicating timelines, and clarifying technical requirements — ensuring services are delivered efficiently and as expected.
Once you’ve purchased services from Atlantech, your Service Delivery Lead will reach out with a detailed plan for rolling out your service. This includes key contacts, project scope, milestones, and requirements.
Please contact your salesperson. We will treat your request just like a new service to ensure you receive all the necessary information and a clear rollout plan. This process helps us make sure everything moves forward smoothly and without surprises.
Please contact your salesperson. They will coordinate with Service Delivery to your Service Delivery Lead reaches out as soon as possible.
Your Service Delivery Lead will contact you after your purchase to introduce themselves and review the project plan.
All post-installation questions or technical issues should be directed to Atlantech Technical Support, available 24/7/365 at support@atlantech.net
A Kickoff Call is a project introduction meeting led by your Service Delivery Lead. It sets the stage for your service installation by reviewing project scope, key milestones, technical requirements, and next steps.
The Kickoff Call ensures everyone is aligned on the installation plan before work begins. It allows your team and Atlantech to clarify expectations, confirm responsibilities, and address any questions upfront — minimizing delays and surprises.
Anyone who could serve as a point of contact for Atlantech during the project or after installation. This includes:
Once your installation is complete and service has been tested and confirmed active, Atlantech will issue a Completion Letter. This letter serves as official confirmation that your service is operational and includes your Bill Start Date. After the Completion Letter is sent, your account transitions from the Service Delivery Team to Atlantech Technical Support, available 24/7/365 at support@atlantech.net, for any ongoing questions or issues.
First, check the physical connection to our handoff device (typically located near your network equipment). If possible, take a few clear photos of our device and cabling to help us troubleshoot faster. Note when the outage started and how many people in your office are affected. Also ensure that everything is powered on, and all connections are secure.
Next, contact our support team:
We will work to restore your internet as quickly as possible.
For any known service outage and planned maintenance, we post real-time updates on our status page: status.atlantech.net. You can also subscribe to the status website to receive email notifications whenever there is an update.
If you don’t see an active outage or maintenance posted but are still experiencing issues, please contact our support team at support@atlantech.net, and we’ll assist you directly.
For security reasons, we do not publish IP address details publicly. To request your IP address information, please email support@atlantech.net and provide your company’s security passphrase or the date and amount of your most recent invoice for verification. Once we confirm your identity, we will send you the details.
Please also check your installation documentation including the service completion letter. Atlantech typically provides your IP addresses and other network details in the welcome emails sent during the installation phase — that is often the quickest source for this information.
Yes, in line with industry best practices, Atlantech applies targeted security measures to maintain network integrity and protect customers. Specifically:
Outside of these specific security measures, Atlantech does not restrict general access to ports or IP addresses. We believe in open internet access while taking reasonable steps to protect our customers and network.
Yes. Atlantech offers atlantech|ddos protect, a service that provides automatic, real-time defense against Distributed Denial of Service (DDoS) attacks.
DDoS attacks attempt to overwhelm your internet connection, disrupt operations, and take your business offline. With atlantech|ddos protection, your network is monitored 24/7 — the system detects and mitigates attacks instantly, and before it reaches your network without requiring action from your team. This ensures uptime, protects your critical applications, and prevents costly downtime.
To learn more about atlantech|ddos protect, contact sales@atlantech.net for details and pricing.
Adding a new phone is a quick process. Please email support@atlantech.net with the following information:
Once we verify your account, we’ll configure the phone and notify you when the setup is complete.
If you are an Office Manager, you can also reference our Office Manager Guide, which provides additional self-service options
As always, feel free to reach out to support@atlantech.netif you have any questions.
To add a new user to your MS Teams Direct Routing (Call2Teams) account, follow these steps:
Once we verify your account details, we’ll complete the setup and notify you when the user is ready to make and receive calls via Teams.
If you have questions about licensing requirements or configuration options, feel free to reach out to support@atlantech.net for assistance.
To add a phone number to your domain, simply email support@atlantech.net with the following details:
Once we confirm your account, we’ll process the request and notify you when the work is complete.
If you are an Office Manager, you can also reference our Office Manager Guide, which provides helpful information on managing your phone system.
As always, feel free to reach out to support@atlantech.net with any questions.
You can reset your voicemail by emailing support@atlantech.net with one of the following for account verification:
Once verified, our team will process your request, and you will receive an email from voip@atlantech.net with instructions to complete your voicemail reset.
If your organization has an Office Manager, they are able to reset your voicemail as well. You have the option to handle your reset through them if you prefer. Office Managers can also reference our Office Manager Guide for additional self-service instructions.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager, they can add users to your domain directly for your convenience. Office Managers can reference our Office Manager Guide for clear, step-by-step instructions.
If you prefer, you can also email support@atlantech.net to request the addition of a user. Please include the following for account verification:
Additionally, please provide the details you would like set for the new user, and our team will complete your request.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can add call queues directly for your convenience. Office Managers can reference our Office Manager Guide for additional details.
To add a call queue:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request the addition of a call queue. Please include the following for account verification:
Additionally, please provide the parameters you would like for the call queue, and our team will complete the setup and notify you when it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can add time frames directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To add a time frame:
Remember: After creating your new time frame, you will need to update your call queue settings to apply the new time frame within your call flow.
If you do not have an Office Manager role set up, you can email support@atlantech.net to request the addition of a time frame. Please include the following for account verification:
Additionally, please provide the parameters you would like for your time frame, and our team will complete the setup and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can add auto attendants directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To add an auto attendant:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request the addition of an auto attendant. Please include the following for account verification:
Additionally, please provide the parameters you would like for the auto attendant, and our team will complete the setup and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can change the music on hold directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service instructions.
To change music on hold globally:
To change music on hold for a specific call queue:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request a music on hold update. Please include the following for account verification:
Additionally, please attach the audio file you would like to use for music on hold, and specify whether it should apply globally or to a specific call queue. Our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can update your intro greeting directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To update your intro greeting:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request an intro greeting update. Please include the following for account verification:
Additionally, please attach the audio file for your new greeting, and our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can change the menu prompt audio file directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To change the menu prompt audio file:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request a menu prompt audio file update. Please include the following for account verification:
Additionally, please attach the audio file for your new menu prompt, and our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can update the dial pad menu directly for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To change the dial pad menu:
If you do not have an Office Manager role set up, you can email support@atlantech.net to request changes to your dial pad menu. Please include the following for account verification:
Additionally, please provide the desired configurations for your dial pad menu, and our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
Any user can update their own answering rules within their user profile, allowing you to manage how your calls are routed to fit your preferences and schedule.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can also update answering rules on your behalf for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To change your answering rules:
If you would prefer Atlantech to handle these changes, you can email support@atlantech.net. Please include the following for account verification:
Additionally, please provide the specific changes you would like for your answering rules, and our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can update audio files directly within your domain for your convenience. Office Managers can reference our Office Manager Guide for additional self-service details.
To change any audio file:
You can upload and change your own user-level audio files, such as voicemail greetings, directly within your user settings. For any other audio file changes within your domain, you may also email support@atlantech.net. Please include the following for account verification:
Additionally, please attach the audio file you would like uploaded and indicate where you would like it applied within your domain. Our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can add phones to your domain and assign them to users as needed. Office Managers can reference our Office Manager Guide for additional self-service instructions.
To add a phone to your domain and assign it to a user:
If you do not have an Office Manager role set up, you may request assistance by emailing support@atlantech.net. Please include the following for account verification:
Additionally, please include the MAC address of the phone and the user or location to which it should be assigned. Our team will complete the configuration and confirm once the phone has been added and assigned.
If you have any questions, you can contact us at any time at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can delete users from your domain as needed. Office Managers can reference our Office Manager Guide for additional self-service instructions.
To delete a user from your domain:
Important: If the user has a phone number (DID) assigned, remember to go to your Inventory section and mark the number as available after deleting the user so it can be reassigned within your domain.
If you do not have an Office Manager role set up, you can request user deletion by emailing support@atlantech.net. Please include the following for account verification:
Additionally, please specify the user you wish to have removed, and our team will process the request and notify you once it is complete.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can add or change time-of-day routing as needed. Office Managers can reference our Office Manager Guide for additional self-service instructions.
To add or change time-of-day routing:
If you do not have an Office Manager role set up, you can request assistance by emailing support@atlantech.net. Please include the following for account verification:
Additionally, please include the specific DID and the desired time-of-day routing configurations, and our team will complete the update and notify you once it is ready.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can perform bulk edits to users within your domain. Office Managers can reference our Office Manager Guide for detailed, step-by-step instructions.
To bulk edit users:
If you do not have an Office Manager role set up, please email support@atlantech.net for assistance with any user updates or changes you need. Include the following for account verification:
Additionally, please specify the changes you would like applied to the selected users, and our team will complete the updates and confirm once completed.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
If your organization has an Office Manager user role set up within your Atlantech phone system, that user can update recorded names for any user in your domain. Office Managers can reference our Office Manager Guide for additional self-service details.
If you’d like to fix this yourself, follow these steps:
If you are an Office Manager performing this update for another user:
Alternatively, you can email support@atlantech.net and include the following for account verification:
Also attach the audio file of the name you’d like recorded. Once verified, our team will complete the update and notify you when it’s done.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
Most VoIP phones that comply with open standards (such as SIP) will work with Atlantech’s Atlantech Voice Service. However, to ensure full compatibility, reliable performance, and access to advanced features, we recommend using devices from our Approved Endpoint List.
While we will make a reasonable effort to assist with troubleshooting non-approved devices, Atlantech cannot guarantee full functionality or support for phones not on our approved list.
To obtain the latest Approved Endpoint List or to confirm device compatibility, please contact support@atlantech.net.
Possibly. Many VoIP phones that support open standards like SIP can work with Atlantech’s Atlantech Voice service. However, if the device is not on our Approved Endpoint List, we cannot guarantee full functionality, feature support, or long-term compatibility.
We will make a reasonable effort to assist with troubleshooting non-approved devices, but for the best experience and full support, we strongly recommend using one of our approved devices.
To check if your device is supported or to request the Approved Endpoint List, please contact support@atlantech.net.
If you're experiencing issues setting up your Poly VVX expansion module, follow these steps:
Voice issues can range from simple settings to more complex network or device problems. To help us troubleshoot quickly, please provide the following in an email to support@atlantech.net:
Call Examples (if available):
Additional Information (if applicable):
Common Quick Checks You Can Perform:
Once you’ve gathered this information, please email support@atlantech.net. The more details you provide, the faster we can diagnose and resolve the issue.
Check for Signs of Activity:
The expansion module should light up during boot-up. If there are no lights or the module remains unresponsive, further troubleshooting is required.
If the issue persists, please contact our support team at support@atlantech.netor call 301-589-3060. We'll guide you through additional steps to ensure your expansion module is properly configured and working as expected.
To prevent Toll Fraud, Atlantech blocks international calls by default. Calling within the United States and Canada is enabled. The continental US (lower 48 states) are considered Domestic Long Distance, however, calls to Alaska and Hawaii are billed at $0.09/min and calls to Canada are billed at $0.07/min. Please note that Puerto Rico and other U.S. territories require International Long Distance to be enabled.
To enable International Long Distance (ILD) calling, please contact our support team at support@atlantech.net or speak with your Atlantech sales representative.
Xima offers powerful call reporting and analytics tools, but getting familiar with the platform can take some time. If you need help managing your Xima account, please contact our support team at:
We’ll gladly walk you through any tasks or questions you have to ensure you’re getting the most out of your Xima service.
Your Atlantech account must remain active during the porting process. Porting your number does not automatically cancel your service or billing. You must submit a separate disconnect request to terminate service per your agreement.
Your new carrier may ask for a CSR, which lists the active telephone numbers to be ported.
To request a CSR:
The Atlantech customer must send an email to support@atlantech.net.
The requester must be listed as an authorized account contact and verify the Customer ID and security passphrase.
If the passphrase is unknown, last payment date and amount may be used for verification.
Simply fill out a Letter of Authorization (LOA) or request one by emailing support@atlantech.net, and we’ll get the ball rolling with your current carrier.
To set up your voicemail in Teams, click the three dots located in the upper right corner next to your initials and select "Settings" from the dropdown menu. Navigate to the "Calls" section on the left-hand side. Scroll down to the "Manage greeting" section to record and configure your voicemail according to your preferences.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
To add a new user to your MS Teams Direct Routing (Call2Teams) account, follow these steps:
Once we verify your account details, we’ll complete the setup and notify you when the user is ready to make and receive calls via Teams.
If you have questions about licensing requirements or configuration options, feel free to reach out to support@atlantech.net for assistance.
Here are some basic troubleshooting steps to help identify the issue:
If you’re unsure or uncomfortable performing these checks, please contact our support team at support@atlantech.net or call 301-589-3060. We proactively monitor our devices, but your input helps us resolve issues faster.
Our data centers are open 24/7 if you’re on our data center access list — just show up. To speed up check-in, we recommend scheduling your visit through the Atlantech Online Visitor Portal. We’ll sign you in upon arrival, as we track all visitors for security.
At our Rockville location, you can opt for bio-enrollment to open your cabinet with a quick hand scan. At our Silver Spring location, we’ll escort you directly to your equipment.
Questions? Email us anytime at support@atlantech.net.
If you have any questions, you can contact us anytime at support@atlantech.net, or by phone at 301-755-2260 or toll-free at 1-866-755-2260.
An authorized account contact will be required to send a completed FACL Enrollment Form. The form will be filled out and signed by you. Please plan to review the Data Center Orientation document linked within the form to prepare you for your visits. Once the completed form is received from an authorized account contact, you’ll be added to the data center access list and can schedule visits through the Atlantech Online Visitor Portal.
Yes, but you must open a support ticket first. Equipment can be stored for up to 7 days at no charge. After 7 days, a fee of $25 per day per item applies. Atlantech does not verify the contents of drop-shipped equipment.
Currently there are no inventory control requirements for customer gear/equipment installed in the data center.
Corded power tool use is prohibited; certain battery powered tools such as a electric screwdriver is allowed. Keyboards and mice are available for checkout from Visitor Control, and monitor carts are available for client use. If you require shelving, please bring your own. Cabinets are 4-post, 19” wide, and 36” deep. No food or liquids of any type are permitted in the data center.
To access the data center, visitors must be authorized and complete all required access forms before arrival. Visitors must check in with Visitor Control upon arrival and check out before departure.
When visiting the data center, please bring a government-issued photo ID for check-in. Having these items ready will help ensure a smooth check-in process and efficient entry to your workspace.
No, battery-backed power devices of any type are not permitted for use in the data center. This is a National Fire Protection Association (NFPA) code restriction, and the policy will be strictly enforced.
Atlantech offers a variety of services that include dedicated internet access and private data connections that are terminated at your cabinet via a patch panel at the top. This could be provided through copper or fiber optic media. Dedicated internet access can be provided at speeds up to 10gbps and with statically assigned IPv4 and/or IPv6 subnets.
Face the intake side of your equipment in the cold aisle to ensure proper airflow. If you are unsure which side is the cold aisle, please ask the on-duty technicians for assistance. Note that power distribution strips are mounted on the rear of the cabinet.
Yes, rail mounts in the cabinets are adjustable to accommodate your equipment installation needs.
No, food or drinks are not allowed inside the data center.
No, photography is not permitted inside the data center.
Please remove all trash when finished. Trash bins are available in the staging area and lobby, and there is a designated area for bulk trash. Excessive trash left behind may result in additional removal charges.
Please separate recyclable items such as cardboard boxes from non-recyclable materials such as plastic bags and packing materials.
Any items containing metal, such as mounting rails, blanking plates, power/data cables, etc. cannot be treated as regular trash and need to be placed in appropriately labeled bins.
Any equipment that is no longer needed needs to be removed by the customer, unless prior arrangements are made. Any equipment left behind may result in additional disposal charges.
Yes, customer-provided power distribution devices, power strips, surge protectors, and UPS units are not allowed in the data center.
You must declare any remote power control equipment at the time of ordering for Atlantech review and approve prior to installation.
You can check real-time network status at http://status.atlantech.net/.
Yes, Smart Hands services are available upon request for assistance that does not require the use of tools or keyboard entry.
Smart Hands is a remote, on-site support service provided by Atlantech staff for tasks that do not require tools or keyboard entry. This service can include activities like power cycling equipment, checking indicator lights, or visually inspecting hardware on your behalf.
Yes, both Rockville and Silver Spring data centers can deliver diverse power circuits protected by UPS and backup generators. However, to achieve power redundancy, customer’s equipment must support N+1 power inputs and the total draw on each path may not exceed 50% of the allowed maximum.
Atlantech continuously monitors the return temperatures and humidity levels to ensure that the environment is within the appropriate operating parameters for data center equipment operations.
Atlantech leverages an enterprise class monitoring platform that continuously polls for the health, uptime, and performance of its critical systems such as power and cooling. Visual inspections of all critical systems are conducted multiples times daily to ensure proper normal operations.
During a power event such as a surge, brown-out, or complete outage, the uninterruptable power systems (UPS) will continue to supply power to your equipment. If necessary, the emergency generator will automatically start to provide continuous power until the utility power is restored. These activities are done without disrupting the power supplied to the customer’s gear.
Atlantech uses VESDA (Very Early Smoke Detection Apparatus) smoke detectors to monitor the entirety of both the Rockville and Silver Spring data centers. These systems continuously monitor for evidence of smoke at the particle level to provide the earliest warning possible to any potential fire hazards.
If you have smoked within the last 15 minutes, please wait before entering the data center. VESDA smoke detectors are highly sensitive, and residual smoke on clothing can trigger an alarm. Waiting helps prevent false alarms and ensures the uninterrupted operation of the facility.
You will receive an email outlining your leased space, PDU and handoff labels, bandwidth and IP addressing information, and clear next steps for FACL enrollment, security card agreements, and COI submission.
You will receive a completion letter for your records and instructions on scheduling future visits, shipping equipment with a care ticket, and reminders of prohibited equipment within the data center.
You can open a Care Ticket at care.atlantech.net/new-ticket, email support@atlantech.net, or call (301) 755-2260 for 24/7/365 technical support. For billing or account updates, contact service@atlantech.net or call (301) 589-3060.
Any individual who needs to visit the Rockville data center and work on equipment should complete a Biometric Access Request Form prior to their visit if they wish to have independent entry using the biometric system. There is no limit on how many individuals can be authorized to access the facility, but only up to 10 individuals per company can be bio-enrolled for independent access. Additional authorized personnel beyond this limit do not need to complete biometric enrollment, as they can still be granted entry with assistance when visiting.
One 208V/20A three-phase (3PH) power distribution unit (PDU) is provided as standard power delivery. The maximum power draw (using the 80% rule) is 16A per phase, or a PDU total of 4.56 kW. Any connected devices must support 208V power. The PDU has both C-19 and C-13 receptacles, and an adapter to support a NEMA 5-15P power adapter may be used provided that it also supports 208V operations. "Daisy chaining" of any power strips/surge protectors is a NFPA code violation and is strictly prohibited.
A second PDU may be added to provide redundant power, but to do so, the draw on either PDU may not exceed 50% of the allowed maximum.
Enter your PIN followed by the # key, open the door, scan your hand, and the door will unlock. To access the suite in Rockville, ring the doorbell and staff will grant you access. To open the door to the data center and your cabinet, you can use the scanner for entry.
There is a black phone labeled "Atlantech Online" near the entrance. Pick up this phone to notify our staff, and one of our team members will open the door for you.
You will receive a completion letter for your records with instructions for scheduling future visits, shipping equipment with a care ticket, and reminders of prohibited equipment within the Rockville data center.
If you are bio-enrolled at the Rockville data center, you can use the hand scanner to unlock your cabinet independently during your visit, providing you with convenient and secure access to your equipment. If you are not bio-enrolled, an Atlantech employee will open the cabinet for you upon arrival and close it when you leave.
One 120V 12 outlet NEMA 5-15/20 power distribution unit (PDU) is provided as standard power delivery. The maximum draw is 16A or 1.92kW. "Daisy chaining" of power strips is a violation of NFPA code and is strictly prohibited
A second PDU may be added to provide redundant power, but to do so, the draw on either PDU may not exceed 50% of the allowed maximum.
Yes, shelves are available upon request for racks (but not cabinets), preferably requested in advance.
Security will let you into the building, and you must sign in with building security upon arrival. The security guard will allow you to the 6th floor, where you can ring the doorbell and Atlantech staff will let you in.
After hours, please call 301-755-2260 when you arrive, and Atlantech staff will let you into the building and escort you to the data center.
At the Silver Spring data center, an Atlantech staff member will escort you to your cabinet, open it upon your arrival, and close it when you leave to ensure security and proper logging of access.
If you colocate equipment in one of our data centers, we require proof of adequate insurance coverage to protect both your business and Atlantech. This includes:
Providing a COI is a contractual requirement outlined in your agreement with Atlantech Online.
Both of our data centers are accessible by vehicle, and have on-site parking. The property managers require all visitors to carry appropriate auto liability coverage.
Note: If your business does not own any vehicles, please check the box on page 3 of the form. We will review your situation and determine whether this requirement can be waived.
This coverage ensures your employees are protected in the event of an injury while working at one of our facilities.
Note: If you do not have any employees, please check the box on page 3 of the form. We will review and determine if this requirement can be waived.
Absolutely. We’re happy to work directly with your insurance agent to obtain the required certificate. Most agents are familiar with certificate management processes and can handle this on your behalf.
Give your IT admins and employees the tools they need to excel. Request a consultation with our Microsoft GCC High specialists.
They'll assess your requirements and identify if Teams Calling, Operator Connect or GCC High are best for your organization. You'll receive a no-obligation quote.
If you're a government agency or government contractor tasked with creating an RFP, we can talk to you about procurement vehicles you can use to purchase Teams Calling from Atlantech Online.
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