AI Employee Support
Submit a support, troubleshooting or change request for your Strategy
Ninjas AI Employee.
Please provide as much detail as possible so our team can diagnose and respond to
your request efficiently.
STOP
Before You Submit-Try This
Before submitting your request,
If it is a third-party connection, ask your AI Employee to follow the "SN Protocol" to set up "XYZ" system and provide me the link. To see what systems are available, you can go to: Composio toolkits | MCP and API Integrations for AI Agents
Your AI Employee is amazing, but it isn't magic. If you are asking for a very robust process that is requiring it to code or go above and beyond what it was built for, there is no guarantee it will deliver the result you are looking for. Push your AI Employee to the limit, but be realisitc.
Always ask your AI Employee first to fix the issue on their own to see if they can go in and update their files and memory. Sometimes AI can be stubborn and you'll need to push back to get the result you are looking for.
If automations that you asked your AI Employee to perform doesn't work (ex. Morning briefs at 6am, End of Day report at 5pm, etc.) make sure to ask your AI Employee to provide you the update immediately, then remind it to update in its memory to have the automations work at the time you asked for it and to not forget again. This should course correct the issue.
If you AI Employee stops working and you get a "Billing Error" or "Rate Error", if you are using your Claude API, go to platform.claude.com to where we initially onboarded and created the API key your employee, please make sure to go in and make sure you did not run out of usage credits. You will know in the dashboard if you did. You will need to add more credits and we encourage to enable "Auto Refill" so your AI Employee stays on.
Step 1
Submitting your request
Before submitting your request, please gather:
The name of the affected AI Employee
A description of what you expected to happen
A description of what actually happened
The date and approximate time the issue occurred
Any screenshots, screen recordings or error messages
The name of any connected platform involved
The number of people or workflows affected
Step 2
Categories
Choose the category that best matches your request:
Step 3
Support Expectations
Support Expectations
Monday through Friday
8:00 a.m. to 5:00 p.m. Arizona time
Excluding holidays
Requests submitted outside of support hours will be reviewed on the next business day.
Response Targets
Critical
Within 1 business hour
High Priority
Within 4 business hours
Standard
Within 1 business day
Change Request
Scope acknowledgment within 2 business days
Response targets indicate when the request will be acknowledged and reviewed. Resolution time may depend on the complexity of the issue, client access, third-party platforms, APIs or vendor outages.
Scope
Included Support vs Change Requests
Included Break/Fix Support
Included support generally covers:
An AI Employee no longer functioning as originally approved
A Strategy Ninjas-built automation failing
A maintained integration unexpectedly disconnecting
A documented feature not working as designed
Standard troubleshooting related to the existing approved deployment
Infrastructure or hosting issues managed by Strategy Ninjas
Change Requests
The following may require additional scope and pricing:
New features or capabilities
New integrations
New workflows or automations
Prompt, personality or behavior redesign
Knowledge-base restructuring
Major memory changes
Client-requested changes after approval
Data cleanup or migration
Additional training
Changes caused by client configuration or third-party platform updates
All change requests should be reviewed before any billable work begins.
Response targets indicate when the request will be acknowledged and reviewed. Resolution time may depend on the complexity of the issue, client access, third-party platforms, APIs or vendor outages.
Step 4
Support Form
Please avoid sending support requests through personal email, text message or direct message. Use this form so nothing falls through the cracks.
Deploying AI Employees for service-based
businesses across the U.S.
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