Automate101 Support Policy and Plans
Automate101 provides responsive, remote-first support designed to help customers resolve issues quickly and make the most of their software investment.
Purpose
This policy explains how Automate101 provides product support and consulting to licensed customers, and defines what is included in each Support Plan.
Guiding Principles
We aim to help customers use Automate101 software effectively and productively.
Support exists to help you overcome obstacles and gain value from our software.
Terms Used
- Automate101 / We – the support provider
- Customer / You – the licensed user of the software
Policy Updates
This policy may be updated at any time. The latest version is published at:
https://support.automate101.com/portal/kb/articles/support-policy
Support Services
Support may include:
- Help – simple guidance or direction
- Incidents – assistance with technical or operational issues
- Installation – help with installation or upgrades
Consulting covers longer or complex work such as configuration, automation, or migration tasks.
Access and Scope
- Support is available to authorized users of a current license.
- Plans can be upgraded anytime and downgraded at renewal with notice.
- Support is delivered remotely, in English.
- Customers must provide either remote access or an available administrator for troubleshooting.
- On-site work is available as a consulting service.
- If an issue is caused by external systems or services, Automate101 may offer consulting to assist.
Change Control and Responsibility
- Automate101 does not make changes to production systems without your written approval.
- You remain responsible for your internal change control processes and for any resulting impacts.
Support Requests and Priorities
Support is delivered according to the selected Support Plan.
Automate101 prioritizes each case based on its business impact and will respond within the relevant service level target.
While resolution times cannot be guaranteed, all efforts are made to achieve timely outcomes.
Defects and Feature Requests
- Confirmed defects are fixed at no charge.
- If a workaround is possible, it will be provided.
- Feature requests can be logged via community forums and may be added to future product updates.
Data Handling
Automate101 stores only the information necessary to deliver support and maintain customer systems.
This may include:
- Customer contact details for authorized support and operational staff (for example, names, email addresses, and phone numbers).
- Deployment information such as configuration details, version numbers, and system architecture.
Automate101 does not store end-user personal data (for example, the names or contact details of users managed within your systems) within its support systems.
If temporary access or copies of customer data are required to diagnose an issue, this will be limited to the minimum necessary and deleted immediately after use.
All information handling follows Automate101’s internal security policies and complies with applicable data protection laws, including the EU and UK GDPR.
Contacting Support
- Log cases at https://support.automate101.com
- Email: support@automate101.com
Support Plans
Prices and consulting rates are listed separately in the Automate101 Price List for each currency.
| Plan | Basic (P0) | Standard (P1) | Extra (P2) | Advanced (P3) |
|---|---|---|---|---|
| Best For | Simple deployments with minimal customization | Growing environments needing more automation | Complex automation and customization | Large or critical environments needing 24x7 coverage |
| Software Updates | All updates | All updates | Updates + priority deployment support | Updates + priority deployment support |
| Forum Support | Included | Included | Included | Included |
| Docs & Knowledge Base | Included | Included | Included | Included |
| Email/Ticket Support | Included | Included | Included | Included |
| Phone Support | Not available | Discretionary | Included | Included |
| Response SLA – Standard | 24 business hrs | 16 business hrs | 12 business hrs | 8 business hrs |
| Response SLA – Urgent | Not available | Not available | 2 hours | 1 hour |
| Included Support Cases / Month | 0 | 2 | 4 | 8 |
| Cost per Additional Case | Published rate | Published rate | Published rate | Lower rate |
| Urgent Case Fee | Not available | Not available | Published rate | 2 included |
| Custom Integration Support | Forums only | Standard case | Standard case | Standard case |
| Account Engagement | – | Quarterly | Quarterly | Monthly |
| Consulting Rate | Published rate | Published rate | Published rate | Published rate |
| Included Consulting Hours / Quarter | 0 | 0 | 2 | 4 |
Case Priority Definitions
- Urgent – Production system not functional; no workaround (e.g. outage).
- Important – Key functionality affected; high business impact.
- Standard – Minor issue or workaround available.
Additional Notes
- Support is provided remotely.
- Forums are monitored by Automate101 staff but with no guaranteed response time.
- Included consulting hours can be used one quarter in advance or carried forward one quarter.
- Included support cases cannot be carried over between months.