Getting Help with AutoDots — Support Channels Overview
Switching to a new workshop management platform is a significant operational change. The quality of support you receive during and after the transition can make the difference between a smooth adoption and a frustrating experience. AutoDots is built with support as a core part of the product promise — not an afterthought. This guide covers all available AutoDots support channels, what to expect from each, onboarding resources, training materials, and what to do if you encounter a problem.
AutoDots Support Channels
| Channel | Availability | Best For | Available On |
|---|---|---|---|
| Live Chat | Business hours (Mon–Fri) | Quick questions, in-app guidance | All paid plans |
| Email Support | 24/7 submission, business hours response | Detailed issues, account changes | All plans including Basic |
| Phone Support | Business hours | Complex operational issues | Auto Advance and Auto Plus |
| Help Centre | 24/7 self-service | Step-by-step guides, video tutorials | All plans |
| Dedicated Account Manager | Business hours, scheduled calls | Strategic configuration, training, reviews | Auto Plus only |
| Onboarding Session | First 30 days | Platform setup, team training | Auto Grow and above |
Live Chat Support
AutoDots live chat is available to all paid plan subscribers during business hours. The live chat widget is accessible directly within the AutoDots platform — you don’t need to navigate to a separate website. For in-the-moment questions (“how do I add a new technician account?”, “where do I set my labour rates?”, “can I merge two customer records?”) live chat delivers fast responses from a support team with direct access to your account context.
Live chat is not just for troubleshooting — many users use it proactively during setup to get configuration advice before making changes. The support team can co-browse your account setup and guide you through configuration steps in real-time, which is significantly more efficient than working from written documentation alone.
Email Support
Email support is available to all AutoDots subscribers including Auto Basic (free plan) users. Support tickets are submitted via the in-platform help menu or by emailing the support address listed in your account settings. Email support is best for issues that require detailed explanation, account changes (adding users, changing billing details, plan upgrades), or problems that need documentation (screenshots, exported reports) attached.
Response SLA for email support: paid plan users receive first response within 4 business hours; Auto Basic users receive response within 1 business day. Resolution time depends on issue complexity — most account and configuration questions are resolved within one business day.
Phone Support
Phone support is available to Auto Advance and Auto Plus subscribers. Phone support is designed for complex operational issues that are difficult to resolve efficiently by text — for example, a configuration problem that affects live job processing, an integration question requiring real-time testing, or a payment processing issue that needs immediate resolution. Phone support is available during business hours in your region. Auto Plus subscribers also have their dedicated account manager’s direct contact details for escalation outside standard support channels.
Help Centre — Self-Service Documentation
AutoDots maintains a comprehensive Help Centre accessible to all users at any time, including non-subscribers researching the platform. The Help Centre contains:
- Step-by-step guides — written walk-throughs for every major platform function with screenshots
- Video tutorials — screen-recorded demonstrations of common workflows (creating a job card, setting up online booking, configuring VHC templates, etc.)
- Troubleshooting articles — solutions to the most common issues encountered during setup and daily use
- Feature release notes — documentation of new features and updates as they are released
- Integration guides — how to connect AutoDots with accounting software, payment processors, and other tools
The Help Centre is searchable and organised by feature area. For most common questions, the Help Centre provides a faster answer than waiting for a support ticket response — AutoDots actively encourages self-service resolution for routine questions.
Onboarding Support — Getting Your Shop Set Up Right
For Auto Grow and above subscribers, AutoDots provides a structured onboarding programme during the first 30 days of your subscription. The onboarding programme includes:
- Welcome call: 30-minute call with an AutoDots onboarding specialist to understand your shop’s configuration needs and set the migration plan
- Data migration assistance: Help importing customer and vehicle records from your previous system
- Configuration session: Guided setup of your service menu, labour rates, job card templates, and VHC inspection templates
- Team training: Online training session for service advisors and technicians — typically 60–90 minutes covering daily workflow
- 30-day check-in: Follow-up call at 30 days to review adoption, address any outstanding questions, and ensure the team is comfortable with the platform
Training Resources
Beyond the onboarding programme, AutoDots provides ongoing training resources accessible at any time:
- AutoDots Academy: Self-paced online training modules covering all platform features, accessible 24/7 from the Help Centre
- Monthly webinars: Live group webinars covering new features, best practices, and case studies from successful AutoDots workshops — recordings available for those who can’t attend live
- In-app tips: Contextual hints and guided tours within the platform surface relevant help at the moment you need it, without leaving the workflow
What to Expect if Something Goes Wrong
AutoDots runs on enterprise-grade cloud infrastructure with 99.9% uptime SLA. In the event of a platform issue affecting multiple customers, AutoDots communicates via status page updates, email notifications to account holders, and in-app banners with estimated resolution times. Incident post-mortem reports are published within 48 hours of resolution for any significant outage.
For individual account issues (billing problems, feature not working as expected), submit a support ticket with as much detail as possible — the specific feature, the action you took, the error message or unexpected result, and your operating environment (device type, browser). Detailed tickets get resolved faster than vague ones.
Contact AutoDots
Ready to start or have a question before signing up? Visit autodots.io to access live chat, contact support, or start with Auto Basic for free.
FAQ — AutoDots Customer Support
Does AutoDots offer phone support?
Yes, phone support is available for Auto Advance and Auto Plus plan subscribers during business hours. Auto Basic and Auto Grow subscribers can access live chat and email support.
How quickly does AutoDots respond to support tickets?
Paid plan users receive a first response to email support tickets within 4 business hours. Auto Basic users receive a response within 1 business day.
Is there a Help Centre I can use without contacting support?
Yes. AutoDots maintains a comprehensive Help Centre with step-by-step guides, video tutorials, troubleshooting articles, and integration documentation accessible 24/7 to all users.
Does AutoDots provide training when I first sign up?
Yes. Auto Grow and above subscribers receive a structured 30-day onboarding programme including a welcome call, configuration session, team training, and a 30-day check-in call.
What happens if AutoDots has an outage?
AutoDots communicates platform issues via status page, email notifications, and in-app banners. The platform operates on a 99.9% uptime SLA, and post-mortem reports are published within 48 hours of any significant incident.
Can I get support if I’m on the free Auto Basic plan?
Yes. Auto Basic users can access the Help Centre (self-service) and email support. Response times for free plan users are within 1 business day.
