Standard
24x7 access to open support tickets, Automox University, Automox Community, and access to the onboarding webinar.
Support Services
Get more out of Automox with added support and personalized services
Support Plans
Whether it's ongoing support, strategic worklet consultation, or planning for the future we're here to help you get the most out of your Automox investment. We'll work in lockstep with you and your team to take your endpoint management to the next level.
Premium
Enhanced support response, personalized 1:1 onboarding with a solutions consultant, quarterly health check reports, and semiannual solutions optimization engagements.
Premium Plus
All of the benefits of Premium in addition to your own designated Technical Account Manager as your partner throughout your Automox journey!
Explore Support Plans
Standard | Premium | Premium Plus | |
CUSTOMER ENGAGEMENT | |||
24x7 access to Automox Community | |||
24x7 access to Automox University courses |
SUPPORT OF CUSTOMER'S INSTANCE | |||
24x7 access to open support tickets | |||
24x7 access to Automox Knowledge Base | |||
Support via customer portal during business hours | |||
Software updates and fixes based on product subscription | |||
Priority 1 target response times | 2 hours | <1 hour | <1 hour |
Priority 2 target response times | 4 hours | 2 hours | 2 hours |
Priority 3 target response times | 8 hours | 4 hours | 4 hours |
Priority 4 target response times | 1 day | 8 hours | 8 hours |
24x7 support for Priority 1 tickets | |||
24x7 support for Priority 2 tickets | |||
Access to live agent for Priority 1 and 2 tickets | |||
Support queue prioritization | |||
Onboarding webinar (on-demand recording and monthly public session) | |||
Personalized onboarding (1:1 with a Solutions Consultant)* |
PRODUCT | |||
Access to product releases based on product subscription | |||
Online access to developer portal | |||
First access to beta program |
TECHNICAL ACCOUNT MANAGEMENT * | |||
Health check report | Quarterly | Quarterly | |
Solutions optimization | Semiannual | Quarterly | |
Best practices webinar | Monthly | Monthly | |
Designated Technical Account Manager (up to 16 hours/month), including: | |||
Proactive outreach | |||
Ad-hoc knowledge transfer and product guidance |
Maximize your investment
Our robust support plans are designed to ensure your continued success. Let's break down some of the highlights of our support services where you will find incredible value from day one and beyond. and could use help with automation, maximizing efficiency in the console, or looking for custom worklet advisory consultation - we're here for any or all of it.
Standard Support Highlights
Support Assistance
The Automox Customer Portal provides 24x7 access to the knowledge base so you can explore and find answers to technical product questions.
On-Demand Training and Engagement
Automox offers resources to help you learn about product features and to connect with the Automox community.
Automox University
Automox offers educational courses to help you become an expert with the Automox solution. We offer courses in small segments so you can learn quickly and with purpose.
Explore Automox UniversityAutomox Community
Automox also hosts the Automox Community, which enables you to engage with Automox resources and share information with industry peers. The Automox Community is also a repository for Automox Workets™ that you can download and leverage for powerful automation in your environment.
Explore Automox CommunityOnboarding Webinar
An on-demand onboarding webinar is available to all our customers through Automox University.
Software Updates
Automox continuously improves our solution by adding new capabilities and improving functionality. As a valued customer, you receive product updates and releases applicable to your subscription.
Premium Support Highlights
24/7 Support
Access 24x7 support for critical Priority 1 and Priority 2 issues to support your critical business needs.
Enhanced Response Times
Receive enhanced response times and priority queueing aimed at getting issues addressed quickly. Target response times are as follows:
- Priority 1: <1 hour
- Priority 2: 2 hours
- Priority 3: 4 hours
- Priority 4: 8 hours
Personalized Onboarding
An Automox Solutions Consultant engages with you 1:1 to provide knowledge transfer and guidance for agent deployment, groups, policies, custom Worklets, and additional features based on the product subscription purchased.
Live Agent Access
Engage with Technical Support Engineers via screen share session upon your request.
Health Check Report
Automox reviews Group, Policy, and endpoint configurations to make sure the Automox platform is providing you with the efficiency you need. You receive a report detailing product usage details and findings for optimization.
Solutions Optimization
includes worklet strategic consultation
An Automox Solutions Consultant performs an in-depth review with you to evaluate current goals and objectives, review your Automox console health, and advise on custom Worklets. From this review, you receive an executive debrief and recommendations aimed at maximizing productivity for your team and tools.
Best Practices Webinar
Access a monthly best practices webinar with different topics each month. View and sign up for these sessions through Automox University and learn strategies for optimizing efficiency with the product.
Premium Plus Support Highlights
Designated Technical Account Manager
The Technical Account Management Program offers up to 16 hours of service from a designated Technical Account Manager per month during business hours1. The Technical Account Manager will check in with you to make sure you are getting the most out of the product and provide 1:1 strategic advisory services to make your team radically efficient.
Proactive Outreach
Your designated Technical Account Manager will regularly engage with you to:
- Review and discuss issues, projects, and goals
- Discuss best practices
- Provide knowledge transfer and technical guidance
- Serve as a support and product liaison
Ad-hoc knowledge transfer and product guidance
Your designated Technical Account Manager is there to assist you. Engage with them about specific product questions, strategic consultation on your objectives, and ad-hoc knowledge transfer.
Fee-Based Professional Services
Our team has a ton to offer beyond our support plans. If you have a lean IT team and could use help with automation, maximizing efficiency in the console, or outsourcing Worklet builds - we're here for any or all of it.
Worklet Development
Save hours of work while simultaneously improving your security posture, reducing system drift, and making your IT and helpdesk team radically efficient with Worklets we build - customized for your needs.
