Service Levels
We take reliability seriously. AutomatedOn is built on modern cloud infrastructure designed for availability, performance, and security. Here's what you can expect from us.
Platform Availability
We target 99.5% uptime for the AutomatedOn platform, measured monthly. Scheduled maintenance windows are communicated in advance and, wherever possible, carried out outside of core working hours.
Support Response Times
We operate a tiered response model based on the severity of the issue:
Severity | What it means | Target response |
|---|---|---|
Critical | The platform is unavailable or a core function is broken for all users | Acknowledged within 4 working hours, with updates at regular intervals until resolved |
High | A significant feature is impaired but the platform remains usable | Acknowledged within 8 working hours, aiming to resolve or provide a workaround within 2 working days |
Medium | A non-critical issue affecting a specific feature or workflow | Acknowledged within 1 working day, aiming to resolve or provide a workaround within 5 working days |
Low | General questions, minor cosmetic issues, or feature guidance | Response within 2 working days |
Working hours for support purposes are Monday to Friday, 9:00am–5:00pm (UK time), excluding public holidays. See Support Services for how to reach us.
Connected Systems and Third-Party Services
AutomatedOn works by querying data feeds from your own systems, such as your CRM or learner management system, and carrying out actions through external services, including API updates to those systems and messages sent via providers such as Twilio and Azure Communication Services. These systems are outside the AutomatedOn platform and outside our control, so from time to time they may be unavailable, respond slowly, return errors or change in ways that affect your automations. When this happens, you can see within AutomatedOn exactly which records or actions failed and the reason for each failure, as reported by the connected system, so you can raise it with the right team or supplier. Issues caused by connected systems or third-party services aren't covered by the support response times above, because the fix sits with the owner of that system. If a failure is caused by AutomatedOn itself, such as the platform not sending a request correctly or not processing a response as it should, it's treated as a platform issue and handled under our service levels in the usual way. If you're unsure where a problem lies, get in touch and we'll gladly help you work it out.
Data & Security
Your data is hosted securely within the UK on enterprise-grade cloud infrastructure. We apply encryption in transit and at rest, maintain regular backups, and follow industry-standard security practices. We're happy to discuss our security arrangements in more detail on request.
Planned Maintenance
From time to time, we carry out maintenance to deploy updates or improve performance. We'll give you at least 24 hours' notice for any planned downtime, and we schedule it to minimise disruption.
Escalation
If you feel an issue isn't being resolved to your satisfaction, you can escalate directly to your Account Manager. We'd always rather hear from you than have something go unresolved.