Out of scope requests

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At Autify Customer Support, we strive to help you solve your challenges every day. However, due to the nature of our product and support scope, there are some inquiries we are not able to address.

Requests involving scenarios with over 200 steps

Currently, Autify Nexus allows you to create scenarios with more than 200 steps but our official support scope is limited to the first 200 steps of a scenario.

To ensure a smooth investigation, we kindly ask that you recreate the issue in a scenario specifically prepared for troubleshooting that is less than 200 steps in size.

Cases where workarounds cannot be provided due to compatibility with the application under test

Issues may arise due to compatibility between the application under test and Autify’s test execution environment.

While we generally try to provide workarounds, if the investigation requires deep analysis of the application’s implementation, it may not be possible to offer a solution.

Inquiries related to system incidents

In the event of an Autify outage, we will do our best to notify you and resolve the issue promptly.

However, due to security reasons, we may not be able to provide detailed information about the cause of the outage.

Inquiries about Autify’s internal details

At Autify, we are constantly developing and improving various features to improve the maintainability of automated testing, but depending on the scenario and compatibility with your application, they may not work as expected.

We will continue to make improvements based on your feedback, but we may not always be able to provide detailed explanations when reporting the results of our investigations.

Support for steps or scenarios automatically generated by AI

Steps or scenarios generated using AI features (such as AI Agent or AI Assist) heavily depend on the inputted prompts, test cases and their structure.

As a result, the output may not match your intentions, or it may be difficult to reproduce an intended result consistently.

Due to these characteristics, support for AI-generated content will be limited.

Requests for scenario creation or modification on your behalf

Creating or modifying scenarios on behalf of users is outside of our support scope.

Although we may provide fixes or share Playwright code to troubleshoot specific issues, requests for full scenario creation or editing of multiple scenarios should be directed to Autify Pro Service.

Investigating issues when running scenarios outside of Autify Nexus

We do not offer support for issues that occur when running exported test scenarios in environments outside of Autify Nexus.

Providing workarounds or Playwright code

If it is difficult to validate an issue using only built-in Autify features, we may offer workarounds such as CSS selectors or Playwright code examples.

However, we may decline to provide such workarounds when the intent is to bypass or modify issues relating to third-party applications or libraries used by Autify.