Last updated: 1 May 2026
At Automatus Labs, support is not an afterthought. Every partner on our ALL-IN-ONE platform receives priority support as standard — there are no tiers, no support packages to upgrade, and no hidden queues. This policy explains how to reach us, what we can help with, and what to expect.
Who we are
Automatus Labs
Email: [email protected]
Phone: 0203 916 6407
Who gets support
All active Automatus Labs ALL-IN-ONE platform partners receive priority support. There are no support tiers — every partner is treated the same.
How to contact support
To get help, email us at [email protected]. To help us resolve your issue as quickly as possible, please include:
Your account email address
A clear description of the issue
Any error messages, screenshots, or relevant details
The more context you provide, the faster we can help.
Response times
We aim to respond to all support requests within 1 business day
Our support hours are Monday to Friday, 09:00–18:00 GMT/BST
UK public holidays are excluded from response time calculations
Requests received outside business hours will be picked up on the next working day
What we support
Our support team can help with:
Platform configuration and general setup questions
AI voice agent setup, scripting, and troubleshooting
Workflow builds and automations (including n8n workflows within our platform)
WordPress plugin integration
VAPI, Twilio, ElevenLabs, and Google Calendar configuration within the context of our platform
Inbound and outbound campaign setup
Billing queries and invoice questions
Bug reports and unexpected platform behaviour
What we don’t support
There are some things that fall outside our scope:
Issues caused by third-party platforms or services that are beyond our configuration (e.g. Twilio or Google outages, external API changes)
Custom development work or modifications not included in your original setup agreement
Changes to our platform’s code or configuration made by third parties without our involvement
Hardware or network issues on your side (e.g. internet connectivity, device compatibility)
Accounts that have been inactive for more than 90 days without prior arrangement
If you’re unsure whether your issue is within scope, just ask — we’ll always let you know.
Escalation
If you feel your issue has not been resolved or requires urgent attention:
Reply to your existing support thread with the word ESCALATE in the subject line
Escalated issues are reviewed within 1 business day
Our team will assess the situation and either resolve it directly or provide a clear action plan
Planned maintenance
Where possible, we will give at least 48 hours’ notice of any planned maintenance that may affect platform availability
In the case of emergency maintenance, we may need to act without advance notice — we will communicate as quickly as possible when this happens
Maintenance notices will be sent to your account email address
If you have any questions, contact us at [email protected] or call 0203 916 6407.