What support includes
- Monitoring of scheduled and on-demand runs
- Troubleshooting and fixes when something stops working
- Improvements and changes as your process evolves
- Remote support, and in-person support when needed
Availability and response times
Support hours
Monday–Friday, 9 AM–5 PM Central Time (CT). Support requests can be submitted 24/7 and are handled during business hours unless otherwise agreed. Weekend and out-of-hours support is available by arrangement.
Response times
- Urgent: within 4 business hours
- Normal: within 1 business day
- Low priority: within 2 business days
Response times refer to initial acknowledgment, not resolution.
Maintenance Arrangements
Maintenance and ongoing support are provided according to the agreement for each project. This may include monitoring, troubleshooting, defect fixes, and minor adjustments to keep automations running reliably.
New features, additional automation requests, major workflow changes, and updates required due to changes in third-party applications or systems may incur additional charges.
Any additional work, costs, and timelines will be discussed and approved before implementation.
On-demand services
Submit support requests and new automation inquiries anytime, 24/7. Our team reviews and responds according to the agreed support arrangements.