home / customer success programme
// support plans for enfocus switch, callas pdftoolbox and print workflow integrations
Customer Success Programme: support you shape, and see working every month
Most support contracts are sold like insurance: you pay every month in case something breaks, and quiet months feel like money wasted. The autoM8.print Customer Success Programme works differently. You choose the cover you need, your hours never expire at the end of the month, and every month you see exactly what we did for you.
// why it is different
Not insurance. A service you can see.
Cover pays for us being ready
You choose how fast we respond and when. That readiness is what your monthly cover pays for, nothing more.
Hours pay for us doing the work
Support and project time comes from a bucket of hours that lasts 12 months, not one that disappears at the end of every month.
We often know before you do
Add our cloud based AI monitoring and it watches your Enfocus Switch server around the clock, turning errors into clear alerts before they stop production.
A monthly value report
Every subscriber gets a clear monthly report: what we fixed, what we prevented, and how many hours are left.
Licences looked after
We manage your software maintenance renewals so nothing lapses and you are never caught out by an expired licence.
Priority over free support
Subscribers always come first in the queue, ahead of general enquiries.
// three starting points
Core, Plus or Priority, then make it yours
Start from the plan closest to you and change anything you like in the builder below.
| Core | Plus | Priority | |
|---|---|---|---|
| Response time | Next working day | 4 working hours | 2 working hours |
| How you reach us | Email and portal | Phone and remote session | A named consultant |
| Cloud AI Switch monitoring | Not included | Alerts to you | Alerts to us, and we act |
| Reviews | Annual | Quarterly | Monthly |
| Hours | Pay as you go | 20 hour bucket | 40 hour bucket |
| Best for | Stable workflows that rarely need help | Busy production where a day's delay hurts | Critical workflows where downtime is not an option |
A response means a real person replies, takes ownership and starts work within that time. It is a promise to engage quickly, not a promise that every problem is fixed within the hour.
// build your cover
Pick one option in each row, we do the rest
Choose what suits you. Nothing is ever blocked: if one choice depends on another, we adjust it and tell you why. When you are happy, send it and the team will come back with your tailored quote.
01 technologies to cover
Pick every part of your print operation you want covered, in the order jobs flow through it. Choose as many as you need.
core applications
1 order in
2 prepress
3 production
4 across the whole workflow, from a to z
02 production servers or cloud instances
How many production servers or cloud instances run these technologies?
Development and staging servers are included with your production cover, so only count production.
02a where do they run?
Tick all that apply.
03 response time
How quickly do you need a real person working on your problem?
04 cover window
When do you need a person available to respond?
Our team works across time zones, which is how we cover the extended day. Weekends and bank holidays can be added in row 09. Out of hours, monitoring still alerts you the moment something stops, we check whether it is the internet, the power or the hardware, and a person responds at the start of your next cover window.
05 hours
A bucket lasts 12 months. A quarter of any unused hours roll over once when you renew. Running low or starting a project? Add another bucket of hours at any time.
06 cloud based AI Switch monitoring
A small app on your Switch server sends logs to our cloud service. AI spots problem jobs building up, flows or the server going offline, licence errors, preflight timeouts and crashed nodes, and grades each alert by severity. Choose who gets them.
07 resilience and recovery
What keeps production running if a server fails. A second server is the biggest assurance you can have.
07a where would the second server live?
Somewhere separate from the first gives you cover for power cuts and building problems too.
08 reviews
A regular look at how your workflow is running and what to improve next.
09 weekends and holidays
Optional standby outside the working week. Tick any you need.
10 extras
Optional extras, one off or yearly.
// your cover
// how hours work
Hours that do not vanish
- 01Buckets last 12 months, not one month
- 02A quarter of unused hours roll over once when you renew
- 03Time is recorded in 15 minute blocks, so small fixes cost small amounts
- 04We warn you when a fifth of your bucket is left, so you are never surprised
- 05Add more buckets of hours at any time, for a busy period or a new project, and subscribers get a discount on every top up
// what is covered
Clear about what is ours
- INYour production workflow: Switch flows, preflight, imposition, colour, integrations and the server they run on
- OUTNetworks, Active Directory, backups and desktop computers. These stay with your IT provider, and we will happily work alongside them
// start with the right question
What happens if Switch stops right now?
How long to get back?
Rebuilding a server, restoring flows and reactivating licences can take 6, 12 or 24 hours, and a week if keys or backups are missing. Work out what that costs you in step 2 of the builder.
A second server beats a faster phone call
A tandem Switch server running alongside the first, sharing the load, means one failure does not stop production. It also protects you when a flow update goes wrong.
Ready to recover
Hourly flow backups, emergency keys and matching installers stored ready, so we never depend on a vendor website being up to get you running again.
We often know first
If a server goes offline at 2am, monitoring tells us before you arrive. We check the internet, the power and the hardware, so the first conversation starts with answers.
Fewer problem jobs every month
Every job that lands in problem jobs gets looked at. The aim is to take 1 in 100 down to 1 in 500, then 1 in 1,000.
Start with a baseline
We can run monitoring for one to two weeks first, so your cover is sized on the alerts your system really produces, not on guesswork.
// print workflow support, done properly
More than a support contract
Customer success is how the best software companies look after their customers, and print businesses are now asking for the same. Instead of a traditional support contract or service level agreement that only matters when something breaks, a customer success programme keeps your production workflow healthy, measured and improving all year round.
The autoM8.print Customer Success Programme gives you Enfocus Switch support, callas pdfToolbox and PitStop support, and help with your MIS, web to print, imposition and colour management integrations, all under one agreement. You choose the response time, the cover window and a bucket of support hours that lasts 12 months. Optional cloud based AI monitoring watches your Switch server and flows, so problems are spotted before they stop production.
Whether you call it managed workflow support, a prepress support plan, an SLA or customer success, the aim is the same: fewer stoppages, faster fixes and a workflow that keeps getting better. Every subscriber gets a monthly value report, licence and maintenance renewals looked after, and priority over general support requests.
Already working with us on a workflow integration or preflight automation project? The programme is the natural next step once you go live, and it builds on our training and support.
// questions
Straight answers
What does a 2 hour response actually mean?
Within 2 working hours a real person replies, takes ownership of your problem and starts work. It is not a promise that every issue is fixed in 2 hours, but you will never be left waiting to hear from someone.
Why do faster responses need a bucket of hours?
Fast response means keeping someone free for you. A bucket of hours pays for that readiness. You can still choose fast response with pay as you go, and the team will include a small standby charge in your quote instead.
Why does fast response need remote access and monitoring?
To start work within hours we need to see the problem straight away. Remote access and our cloud AI monitoring make that possible, so the builder adds them for you when you choose a faster response.
What happens to hours I do not use?
Your bucket lasts 12 months. When you renew, a quarter of any unused hours roll over once into the new bucket.
What if we run out of hours?
Add another bucket at any time. You do not have to wait for renewal, and subscribers get a discount on top ups. We warn you when a fifth of your bucket is left, so there are no surprises.
Can I change my cover during the year?
Yes. Add an application, a server or a faster response at any time, and the change applies from your next quarterly invoice.
Is this a support contract or an SLA?
It includes everything a good support contract and service level agreement should: agreed response times, a clear cover window and defined scope. On top of that you get proactive monitoring, regular reviews, a monthly value report and hours that last 12 months, which is what makes it a customer success programme rather than insurance.
Do you support Enfocus Switch and callas pdfToolbox?
Yes. Enfocus Switch and callas pdfToolbox are at the heart of the programme, along with PitStop, imposition and ganging, colour management, MIS and ERP integrations and web to print connectors. If you use something else, add it in the builder and the team will confirm it before quoting.
Can you support a workflow someone else built?
Usually, yes. We start with a review of your flows and setup so we understand them, then cover them like any other. If anything needs tidying first, we will tell you before you commit.
Why is the response not instant?
We do not keep people sitting idle waiting for a call, but there is always someone competent available to log in and take ownership within your response time. In practice monitoring usually tells us about a problem before you do, and with a second server running, one failure does not stop production, so you rarely need an instant fix in the first place.
Do I need extra licences for a second Switch server?
Yes, but Enfocus offers tandem licences for additional servers at a discounted price once you own a production licence, and you can now have as many tandem servers as you need. Software maintenance is still needed on each server, because maintenance is per application.
What are emergency keys?
When your Enfocus maintenance is current you receive emergency keys as well as your normal keys. They let you install and run the software exactly like your production server for seven days, which is invaluable if a server dies or licences will not reactivate. We keep them ready, with matching installers, as part of the programme.
What if our software maintenance has lapsed?
Without current maintenance you may not be able to reinstall, update or reactivate the software after a crash, and you will not have emergency keys. We look after renewals for subscribers so this never catches you out.
Large Canva files keep crashing our preflight. Can you help?
Very large files with lots of transparency are a common cause of problem jobs. callas pdfToolbox 17 has checks and fixes designed for Canva files, and heavy files can be routed to a separate processing server so they do not hold up everything else.
How much does it cost?
It depends on the applications, servers, response time and hours you choose. Build your cover above and the team will send a tailored quote, usually within one working day.
Not sure where to start? Ask Flo.
Tell Flo about your workflow and she will suggest a plan and fill in the builder for you. Or book a free discovery call with the team.