Support Services
Getting the most out of AutomatedOn means having the right support behind you. Whether you're onboarding your team, exploring a new feature, or working through something unexpected, our support is designed to be responsive, practical, and human.
Getting Started
Every AutomatedOn customer begins with a guided onboarding experience. We'll help you configure your account, connect your Data Feeds, and make sure your Processes are set up to deliver value from day one. Onboarding is included with every subscription — no extras, no hidden costs.
Ongoing Support
Once you're up and running, our support team is available to help with questions, troubleshooting, and guidance on getting more from the platform. You can email us at any time, and we'll respond within the target times set out in our Service Levels.
What Our Support Covers
Our support team can help with:
questions about how to use AutomatedOn and its features
investigating and fixing faults in the AutomatedOn platform
guidance on configuring Processes, conditions and Actions
help understanding error messages and failure details shown in the platform
Some things are outside the scope of support:
faults, outages or changes in your own connected systems or data feeds
issues with third-party services such as Twilio or Azure Communication Services, including account, billing or delivery issues with those providers
the accuracy or quality of data held in your connected systems
building new Processes or significantly redesigning existing ones after onboarding
If a failure is caused by a connected system, AutomatedOn shows you which records or actions failed and why, so you can take it up with the right team or supplier. If you're unsure where the problem lies, contact us and we'll help point you in the right direction.
Escalation
If you feel a support request isn't being resolved to your satisfaction, you can escalate it directly to your Account Manager. We'd always rather hear from you than have something go unresolved. See our Service Levels for more detail.
Beyond Support
Sometimes you need more than support, whether that's designing new automations, integrating another system, or reviewing how your Processes can deliver more value. Our consultancy team can help with this at our standard day rate. Just ask and we'll put together a proposal.
Knowledge Base
AutomatedOn contains a library of help articles and how-to guides - see the section titled Help in the main navigation of your tenant. These resources offer you options for self-serve learning or where you need a quick refresher on a feature.
Feature Requests & Feedback
We build AutomatedOn in close partnership with the customers who use it. If there's something you'd like to see in the platform, we want to hear about it. Your feedback directly shapes our roadmap.
Need help right now?
Email support@automatedon.com with:
the name of the Process affected
when the issue started, and whether it's still happening
any error messages or failure reasons shown in AutomatedOn
how many records or users are affected
We'll assign a severity level based on the impact described in our Service Levels, and let you know if we think a different severity applies. Support requests are monitored during working hours, Monday to Friday, 9:00am–5:00pm (UK time), excluding public holidays.