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FAQs
Charges and terms
How much does it cost?
Our charges depend on the scope and complexity of the automation we create for you. After we have spoken to you and understood the challenge, we’ll give you detailed costs.
How does your pricing work?
Our charges are divided into:
1) Professional services charges which cover the cost for us to create your automation
2) Usage charges which cover the use of our GoAutomate platform to run your automations.
What are your professional service charges?
Professional services charges are based on the number of days required to create your automation. We always agree the scope and charges with you before starting any work.
What are usage charges?
The usage charge is based on the activity levels of your automation in our GoAutomate platform. Where an automation is short running (less than a month), we normally charge for the number of automations started in a month. For longer running automations, charges are based on the number of automations that are active in a month.
How do I know what my professional services charges will be?
These will be set out in your proposal. You’ll need to agree to these before we start any work. For changes to existing automations, a minor works quotation will be provided.
How do I know what my usage will be?
Your proposal will show how monthly usage will be charged. Normally this is a banded charge based on transaction volumes in any given month.
How do you invoice?
Professional services are invoiced when we receive your order. Usage for credit account customers is billed monthly in arrears.
What are your payment terms?
For credit account customers, our payment terms are 30 days net from the date of the invoice.
How long am I committed for?
This depends on the automation, but usually starts with a six-month commitment by you.
Are there any other charges I should be aware of?
Our charges to you include all platform features, and we do not charge per user. The only other charges you may incur would be third-party service providers. This depends on your automation. For instance, if you are sending text (SMS) messages, then you’ll need to pay the third-party service provider charges as well.
GDPR and Data Protection
Are you a data processor or data collector?
Where we provide services to you, we act as a data processor (or sub-processor) which means we process personal data on your behalf under our terms and conditions, and any data processing agreement between us. Where you share your personal data with us through this website, we act as a data controller as per our privacy policy.
How will you process our data?
Our GoAutomate platform provides a simple and easy-to-understand graphical representation of your automation. This makes it is easy to understand how your data is processed and demonstrate our compliance.
Where will you process our data?
We use Amazon Web Services (AWS) located in Ireland (EU) to store and process your data. We will continue to review these arrangements in the light of ongoing regulatory changes.
Do you share our data with third parties?
The GoAutomate platform does not share data with any party other than our hosting provider Amazon Web Services (AWS) unless you have authorised it as part of your automation.
How do I know that you manage our personal data appropriately?
The technological, human and organisational security controls in our Information Security Management System (ISMS) enable us to provide a secure and reliable service.
Do you encrypt data?
Yes, data is encrypted in transit and at rest.
What about data subject rights requests?
As a data processor (or sub-processor) we can support you in complying with any data subject rights related to access, rectification, erasure or processing restriction.
Information Security
How do you ensure any data I share with you is secure?
We operate an Information Security Management System (ISMS) to control and manage information assets. This involves human, organisational and technological security controls to protect information assets (including personal data) from unauthorised access, unwanted disclosure, modification, theft, loss, denial of service attacks and other threats.
Are you ISO27001 certified?
Our ISMS sits alongside the accreditation of our hosting provider Amazon Web Services (AWS) and we are actively pursuing ISO27001.
Implementation
Can I create automations myself?
At the moment, our experienced professional services team will work with you to create automations. We are working hard to bring the full power creative power of GoAutomate to everyone, so watch this space!
Do I need detailed automation requirements upfront?
At the moment, our experienced professional services team will work with you to create automations. We are working hard to bring the full power creative power of GoAutomate to everyone, so watch this space!
How long do automations typically take?
There are several factors that determine how long automations take, but typically we can create your automations in weeks.
What are typical lead times?
Once the scope is agreed, we can normally start work within five days.
How much testing will be required?
We will help you create test scenarios, and because we can both see exactly what occurred in each test scenario, it’s easy to identify issues and problems. Then, making changes and fixing any issues is very quick.
What operational support will I need?
We usually work directly with the operational owners and experts. We quickly get up to speed with what’s needed to solve any problems. And because we build a working pilot early, we always stay focused on the right outcome and use our time wisely.
What marketing support will I need?
When we create an automation, we will always populate web forms, letters, texts and emails with suitable draft content. If your automation has a lot of customer communication, it’s good to get marketing support early on. You may also need marketing to create a landing page if your automation uses web forms.
What IT support will I need?
Although this is not an IT project, you may need some IT help where your automation connects to your systems and applications. As information security is usually looked after by IT, you may need their input at the start of our journey.
Connections
How do you send emails on my behalf?
We use either a direct connection to your mailbox using SMTP or send on your behalf using Amazon SES. SMTP connection works well for lower volume operational emails, up to hundreds per day, where you don’t need to track bounces and complaints. SES enables us to send tens of thousands of emails a day and have full sending stats (bounce, open, click and so on) integrated into your automation
How do you host automations on my website?
You create a blank landing page on your website containing an iframe and a small snippet. This iframe will then be able to render the web forms from your automations.
How do I upload and download data?
Data can be imported and exported manually from our GoAutomate platform or automatically on a schedule via SFTP.
Can you connect to my on-site systems?
Yes, and there are a number of options, ranging from Robotic Process Automation (RPA) through to a dedicated VPN for secure exchange of data.
What other cloud services do you connect to?
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to find out more about out range of in-cloud integrations.
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