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Technical Support Tiers
autobotAI offers support plans tailored to customer needs:
| Tier | Features | Response Time | Availability |
|---|---|---|---|
| Community | Access to documentation | Variable, public forum | 24/7 online |
| Standard | Email support with 24-hour response | Within 48 hours | Business hours |
| Enterprise | Dedicated support manager, phone support | 24-hour response SLA | 24/7 support |
Note:
Support tiers can be upgraded online via the autobotAI customer portal or by contacting your account manager.
Receiving Support
autobotAI offers multiple support channels to assist customers:
- Email Support: Contact hello@fusiongate.net for general inquiries and urgent issues.
- Documentation: Comprehensive docs and FAQs are available at https://autobot.live/docs.
Note:
For the fastest resolution, provide detailed issue descriptions with logs and workspace IDs.
Service Level Agreements (SLAs)
autobotAI support tiers include these SLA commitments:
| Tier | Uptime Commitment | Response Time SLA | Resolution Targets | Escalation Process |
|---|---|---|---|---|
| Standard | 99.0% | 48 hours | Incident triage within 5 business days | Escalation to L2 support after 5 business days |
| Enterprise | 99.5% | 24 hours | Resolution within 3 - 7 business days | Direct escalation to engineering team |
SLA Scope and Notes
- SLAs cover production workspace availability and critical issue response.
- Scheduled maintenance windows are communicated in advance and not included in uptime calculation.
- Updates and incident notifications are provided via autobotAI Status Page.
- Applicable only to supported workspace versions and active subscriptions.
Note:
Please contact support for any customized SLA agreements.