Maintain what is current
Request eligible updates to hours, approved content, answers or routing within the package’s monthly allowance. Give us the final approved information and any date it should take effect.
CUSTOMER SUPPORT AND SERVICE CARE
Built for your business. Supported by our team.
Understand monthly care, change requests, usage allowances, billing and service transitions. Get clear help from the team responsible for your setup.
YOUR SUPPORT CONTACT
Helpful support starts with the right details.
Email cs@automateplanet.com when you need our team. Our target is an initial human response within one business day. A response confirms that we have picked up the request; the time to resolve it depends on the issue, access needed and any outside provider involvement.
Include your business name, package, the affected page or feature, what you expected and what happened. A redacted screenshot and the approximate time can help. Never include passwords, one-time codes, card details or confidential customer records.
Your plan defines the work we include.
Improve the agreed workflow
Use included refinement time for the supported tasks in your scope. Clear feedback helps us distinguish an answer correction, a routing change and a new feature request.
Keep changes reviewable
We explain when a request needs additional scope, access or a separate quote. Extra locations, major redesigns, new systems and larger campaigns are not assumed to be included.
Your plan may include voice minutes, digital conversations, messages, creative deliverables or update hours. Those allowances are different measures and are not interchangeable unless agreed. Refer to the selected package and accepted agreement for exact inclusions.
Tell us what needs attention.
| Request | Useful information | What happens next |
|---|---|---|
| Business-information correction | The exact old and new wording, affected service and desired timing | We check the approved source and scope of the correction |
| A feature is not behaving as expected | Affected URL or channel, approximate time and a redacted example | We investigate the reported behavior and identify required access |
| Content or workflow refinement | The requested outcome and consolidated feedback | We confirm whether it fits the monthly allowance |
| Additional capability | New channel, location, system or deliverable | We assess compatibility and agree scope and price |
| Billing or cancellation question | Package and transaction or subscription reference | We reconcile the request with the relevant billing record |
If the issue is preventing customers from completing a core action, say that clearly in your message. We assess the impact and communicate the next step. Do not rely on general website support as an emergency-response channel.
More capacity, with your agreement.
We do not automatically add unapproved overage charges. If your needs exceed the published allowance, we can discuss additional capacity, a suitable upgrade or a narrower operating scope. A feature may need to be limited while additional capacity is arranged; an allowance is not a promise of unlimited service.
Domain registration, advertising spend, payment processing, outside software and bespoke connections are separate unless the selected plan or agreement expressly includes them. Before adding a paid capability, we confirm the amount, scope, billing arrangement and activation timing.
Clear billing. An orderly transition.
Your first monthly payment is collected through PayPal at subscription approval, before implementation is complete. Renewal amounts and dates appear in PayPal. Manage the recurring subscription there, or contact us before the next renewal if you need help. Contact us separately about closing or transitioning the service.
Cancellation does not automatically refund prior payments. Refund questions are handled under the applicable terms and agreement. Ending recurring billing, taking a service offline and deleting records are separate actions; we confirm the appropriate next steps for your package.
You retain rights to material you own. Your service agreement defines ownership of custom work, licenses to templates and software, third-party assets, access rights, available exports and transfer conditions for domains, phone numbers and accounts. Ask before purchase if a specific ownership or portability requirement is essential.
Your team’s information deserves care.
Use approved invitations and the agreed secure onboarding process to grant access. Give only the permissions needed for the work. Keep sensitive records out of public chat, general contact forms and ordinary support messages.
Our Privacy Policy explains website information handling and privacy requests. Client-specific sensitive deployments require their own agreed processing, access and retention arrangements. Contact us about the appropriate channel rather than sending the records first.
Support now. Room to grow later.
Ask Luna common questions about services and package fit, or contact the team when the request needs staff attention. If you want to add a channel, location or workflow, the starter and upgrade guide explains how to evaluate the next step. Your package does not automatically change because you ask a question.
Good questions. Clear answers.
How do I contact support?
Email cs@automateplanet.com with your business, package, affected page or feature, and a short description. You can ask Luna common service questions, but requests needing staff should be sent to the support email.
How quickly will someone respond?
Our target is an initial human response within one business day. This is a response target, not a guaranteed resolution time or a round-the-clock emergency support commitment. Your accepted service agreement controls any specific service-level commitment.
Are updates included every month?
Your package lists the included maintenance and update or refinement allowance. Eligible requests must fit that scope. New features, large revisions, extra locations and custom integrations need an agreed scope and price.
Do unused update hours roll over?
Do not assume allowances accumulate. Check the selected plan and accepted agreement for how monthly allowances are applied, scheduled or carried forward.
Will you automatically charge for overages?
No automatic overage charges apply to the published package scope. Additional usage or work requires an agreed price before activation. We may need to limit a feature or agree additional capacity when its allowance is reached.
Is an automated agent available at the same times as human support?
An agent may operate outside business hours according to its configuration. That does not mean a human support team is available continuously. Extended human coverage must be expressly included in your agreement.
How do I cancel?
Manage your recurring subscription through PayPal or contact us before the next renewal. Contact the team about service closure and transition needs. Cancellation does not automatically refund prior payments; refund requests follow your applicable terms.
What happens to my website, number and data if I leave?
Your agreement identifies ownership, licensing, account access, transfer conditions and available exports. Contact us before service closure so we can confirm the appropriate transition for your specific deliverables and third-party accounts.
Who owns material I provide?
You retain rights in material you own. Ownership and licenses for custom deliverables, reusable templates, software and third-party assets are defined in your service agreement.
Do you guarantee rankings, leads or uninterrupted third-party services?
No. Search systems, customer demand and third-party services are outside our control. We support the agreed implementation and review issues within your package; your agreement defines any specific availability commitments.
Can support handle private patient or legal information by ordinary email?
Do not send sensitive records through general support email or public chat. Ask us for the appropriate process for a separately scoped and reviewed deployment.
Can I upgrade later?
Yes. We review the additional capability, compatibility, price and activation timing with you. An upgrade is optional and does not occur automatically because you requested support.
Your next chapter.
Starts here.
Tell us what you want to make easier. We’ll help connect the right people, processes, and AI.
Make time for what’s next.
A one-hour consultation to explore your goals, workflows, and opportunities.