Automation agency · Client services
Automation support retainer onboarding
Start a monthly support retainer knowing exactly which automations you look after and what state they are in. The client lists their automations and grants access through a shared link, every automation is audited before you promise anything, and failure alerts reach your team from day one.
- Duration: 2 to 3 weeks
- How often: For every new support client
- Steps: 8 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
Support starts on a list of automations the client half remembers.
The agency hears about a failure when the client complains.
Logins arrive as shared passwords in a chat message.
Nobody agreed which automations the retainer covers.
With it
Every automation is listed, audited and marked in or out of scope.
Failure alerts from every covered automation reach the support channel, tested on day one.
The client grants the agency its own login on each platform through the shared link.
The client confirms the approved scope and contacts before support starts.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
The client signs a monthly automation support agreement. The delivery manager starts a run with the client name, the support tier and the start date.
- 1
Welcome the client and share the onboarding link
Day 1Delivery manager · Team
Send the welcome message with the shared run link, so the client sees which automations, access and contacts you need from them.
Checklist
- Welcome message sent
- Shared link sent to the client contact
- Automation engineer assigned
Fields to fill in
- Client name (required)
- Support tier (required)
- Support start date (required)
- Client contact email (required)
- 2
List your automations and grant access
Days 1 to 5Client contact · Shared link
Through the shared link, the client lists every automation to cover, the platform it runs on and who relies on it, and grants the agency access to each platform.
Checklist
- Access granted on each automation platform
- Agency has its own login, not a shared one
- Billing owner of each platform named
Fields to fill in
- Automations to cover (required)
- Link to existing documentation
- Phone number for urgent failures (required)
- Escalation contact email (required)
- 3
Audit each automation
Weeks 1 to 2Automation engineer · Team
Open each automation and check its recent run history, error handling, alerts and the credentials it uses. Note what is undocumented or fragile, and mark the run blocked if access is missing.
Checklist
- Recent run history reviewed
- Error handling and alerts checked
- Credentials and their owners listed
- Credentials close to expiry noted
Fields to fill in
- Automations audited (required)
- Audit findings (required)
- Fixes needed before support starts
- 4
Draft the automation inventory
Week 2Inventory writer · AI agent
The inventory writer turns the client's list and the audit findings into an inventory: each automation's purpose, trigger, systems, risk level and missing documentation.
Fields to fill in
- Draft automation inventory (required)
Checked by: The solutions architect corrects the inventory and approves the support scope in step 5.
- 5
Approve the support scope
Hidden from the shared linkWeek 2Solutions architect · Team
Correct the inventory and decide which automations are covered as they are, which need fixes first and which are excluded, then email the client the approved inventory and the escalation contacts.
Checklist
- Every automation is covered, covered after fixes, or excluded
- Response times match the support tier
- Fixes priced or included
Fields to fill in
- Link to the final inventory (required)
- Excluded automations and why
Approval: Monitoring setup and the client's confirmation stay locked until the solutions architect approves the support scope.
- 6
Set up monitoring and alert routing
Week 2Automation engineer · Team
Route the failure alerts of every covered automation to the agency's support channel, and trigger one test alert per automation.
Checklist
- Failure alerts routed to the support channel
- One test alert per automation received
- Credential expiry dates in the calendar
Fields to fill in
- Alerts tested (required)
- Monitoring notes
- 7
Confirm the support scope and contacts
Weeks 2 to 3Client contact · Shared link
The client reads the inventory the agency emailed, then confirms through the shared link which automations are covered and who the agency calls when something fails.
Checklist
- Covered automations read
- Escalation contacts are correct
- You know how to report a failure
Fields to fill in
- Scope confirmed (required)
- Questions or corrections
- 8
Hold the support kickoff and book the first review
Week 3Delivery manager · Team
Walk the client through how to report a failure, the response times and the first month's fixes, and book the first health review.
Checklist
- Failure reporting explained
- First month's fixes agreed
- First health review booked
Fields to fill in
- First health review date (required)
- Kickoff notes
Done when
Every automation in scope is listed, audited and monitored, failure alerts reach the agency, and the client has confirmed the support scope and contacts.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Inventory writer
Turns the client's list and the audit findings into an inventory of the automations to support.
What it does
- Reads the client's list of automations and the audit findings on the run
- Writes each automation's purpose, trigger, systems, risk and missing documentation
- Records the draft inventory in its step and completes it
Checked by: The solutions architect corrects the inventory and approves the support scope in step 5.
Questions this template answers
List every automation in scope, audit it, agree what is covered and set up failure alerts before support starts. Steps 2 and 3 collect and audit the automations, and step 5 approves the support scope before monitoring is set up in step 6.
Audit each automation before you promise support: its run history, error handling, alerts, credentials and missing documentation. Step 3 holds that audit checklist, and step 5 decides which automations are covered as they are, which need fixes first and which are excluded.
Ask for the agency's own login on each platform instead of a shared password, and note who owns the billing of each platform. In step 2 the client grants that access through the shared link, with each of these points on the checklist.
Route the failure alerts of every covered automation to your support channel and test one alert per automation. Step 6 does exactly that, records how many alerts were tested and puts credential expiry dates in the calendar.
Let AI turn the client's list and the engineer's audit into a first inventory, and let the solutions architect decide the scope. In step 4 the inventory writer drafts each automation's purpose, trigger, systems, risk and missing documentation, and in step 5 the solutions architect corrects and approves it.
Mark every automation as covered, covered after fixes, or excluded, with the response times of the support tier, and let the client confirm it. Step 5 is an approval gate for that scope, and in step 7 the client confirms it through the shared link.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.