Home / Support

We're here
to help.

Have a question, found a bug, or need help with your subscription? Send us a message and we'll get back to you promptly.

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Email support

For billing, subscriptions, and account-related questions that require a direct response.

support@automatic-children.com
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Documentation

Step-by-step guides for configuring rules, cascades, placeholders, and managing your subscription.

Browse documentation
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Billing & subscriptions

Manage invoices, change plans, or cancel from the customer portal in Organization Settings.

Typical response within 1 business day

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Common questions

Before you write in...

How do I upgrade from the Trial plan?

Go to Organization Settings -> Automatic Children and choose a paid plan for your licensed projects.

My rules are not matching. What should I check?

Refresh field cache and verify work item type and state conditions exactly match the item you're testing.

How do placeholders like {{System.Title}} work?

Placeholders resolve from the parent work item at execution time using full field reference names.

Can I copy rules between projects?

Yes. Export JSON in one project and import in another. Duplicate detection runs during import.

Where are invoices and billing managed?

Billing is managed in the customer portal via Organization Settings -> Automatic Children.

Does the extension work on Azure DevOps Server?

The extension targets Azure DevOps Services. Contact support with your server version for compatibility guidance.

Support policy

Support Policy

This page outlines support scope, response targets, escalation, and exclusions for Automatic Children.

Contact information

  • Email: support@automatic-children.com
  • Support page: automatic-children.com/support
  • Response target: within 72 business hours (often within 24 hours). Targets are not guarantees.

What we support

  • Extension usage: installation, rules/cascades configuration, placeholders, and child-item execution.
  • Troubleshooting: UI errors, licensing state, matching behavior, and creation/linking issues.
  • Configuration guidance: parent/child types, field conditions, and cascading setup refinement.
  • Subscription and licensing guidance: plans, trial limits, licensed project assignment.
  • Documentation clarification.

What is not included in standard support

  • Custom rule/template creation from scratch as a done-for-you service.
  • Professional services/custom development unless separately agreed.
  • Billing/payment/tax/invoice resolution (handled by Paddle Market Limited).

Tips for faster resolution

  • Describe expected vs actual behavior.
  • Include organization and project context, plus issue category.
  • Attach screenshots, rule exports, and exact error text.

Escalation and severity

Critical issues (for example, extension unusable for a paying customer) are prioritized with reasonable efforts. Specific resolution times are not guaranteed.