Support & maintenance · Post-launch
You own the system. Choose the backup.
Every build ships with monitoring, alerting, and documentation — that is the Optimize phase, not an upsell. Support plans add response-time guarantees, proactive optimization, and strategy, from a 48-hour email safety net to fully managed.
Plans
Four tiers, optional
Response
48hr down to 1hr
Commitment
Month to month
Lock-in
None — you own it
Included with every build
The baseline is already covered.
Shipped in the Optimize phase,
at no extra cost.
01
Monitoring & alerting
Every workflow ships instrumented. If something fails, the system tells you — you are never the last to know.
02
Documentation
Plain-language SOPs, architecture notes, and runbooks. Anyone technical can maintain the system from the docs alone.
03
Training
Your team is trained at launch and the sessions are recorded. New hires learn from the recordings, not from us.
04
Full ownership
Credentials, infrastructure, code, keys. Because you own it, you can be supported by us, by your own IT, or by nobody.
Support plans
Four tiers. One pager.
Month to month. Change tiers
anytime, no penalty.
01
Essentials
48hr email response
A safety net for teams that mostly self-serve.
- Everything in self-service
- Email support, 48hr response
- Monthly health report
- Bug fixes and minor updates
02
Professional
12hr response
Active optimization for systems that carry real load.
- Everything in Essentials
- Faster response — 12hr
- Weekly health reports
- Weekly optimization reviews
- Quarterly strategy calls
03
Premium
4hr priority response
A direct line for businesses that run on their automations.
- Everything in Professional
- Priority response — 4hr
- Direct Slack channel
- Ongoing optimization
- Monthly strategy calls
- Unlimited change requests
04
Managed
1hr emergency response
White-glove: we run it, you read the reports.
- Everything in Premium
- Emergency response — 1hr
- Daily health monitoring
- Proactive issue prevention
- Weekly strategy calls
- Dedicated account manager
Worth considering
Self-service works. Here is the trade.
No fear, no pressure —
just the honest trade-offs.
/ 01
Slower fixes
Self-service means debugging from the docs on your schedule. Fine for most weeks; expensive during a busy one.
/ 02
Missed gains
Most clients find 20–30% additional efficiency in the Optimize phase. Without reviews, those wins stay on the table.
/ 03
No second opinion
Your business changes; the system should too. Without strategy calls, nobody is watching for the next automation worth building.
How to reach us
One inbox, one number.
Premium and Managed clients
also get a direct Slack channel.
hello@automatenexus.com
/ Phone
+1 (206) 657-5517
/ Existing clients
Use the channel in your runbook
Questions
Support questions, answered
Is a support plan required?
No. Your system works independently — monitoring, alerting, and documentation are part of every build. Support plans exist for businesses that want faster response times, proactive optimization, or someone else holding the pager.
What does self-service actually include?
Everything the build shipped with: full documentation, runbooks, training recordings, and the monitoring already watching your workflows. Plus email access for billing and account questions at no charge.
What counts as an emergency?
A production automation that is down or producing wrong output. On Managed, that gets a 1-hour response around the clock. On Premium, 4 hours. Lower tiers handle it in queue order at their stated response time.
Can we change tiers later?
Yes — month to month, up or down, no penalty. Many clients run Professional for the first quarter after launch, then drop to Essentials once the system has proven boring.
What if we never bought a plan and something breaks?
Email us. We triage on a time-and-materials basis, and because the system is documented and instrumented, diagnosis is usually fast. You are never locked out of help for not subscribing.
Where we go from here
Pick your backup.
Tell us how your team runs and we'll recommend a tier — including self-service, if that's genuinely the right answer. Month to month either way.
No subscription.
No lock-in.
No surprise invoices.