Frequently asked questions

An AI-powered operating system for service businesses, plus the team that runs it. We install the systems that capture leads, answer customers, follow up, and keep the operation moving, and we run them for you.

It means we do the building and the running, not you. You are not handed a login and a stack of tutorials and left to figure it out. We install all seven engines configured around your business, connect your tools, set up the automations, and then operate the whole thing, with your Account Executive as your line for anything you need. You and your team learn enough to navigate the platform and see what is happening, and we handle initial training for that, but the work of making it run and keeping it running is ours. That is the difference between buying software and buying Susanoo: software is a tool you operate, Susanoo is the team and the system, run for you.

Service businesses doing roughly $500K to $5M in revenue, with teams of 3 to 50 people. If you are drowning in operations and considering hiring a person to fix it, you are who we built this for.

Both. You get the platform and a team that operates it, led by your Account Executive. You are not buying a tool you have to learn and run yourself.

The system runs on seven engines, Capture, Respond, Nurture, Track, Connect, Protect, and Operate, that together handle lead capture, customer response, follow-up, pipeline, integrations, and day-to-day operations. Every tier includes all seven; higher tiers run them with deeper customization.

Three tiers, every price published with no hidden fees. Start is the on-ramp, the AI tier is the full system most businesses land on, and Enterprise is for multi-location or custom-build operations. See the Pricing page for the current numbers in your region.

Twelve months, on every tier.

There is normally a setup fee that covers the install work, but it is currently waived. This is stated on the pricing cards as well, so what you see there is what you get.

On the lower tiers, paying for the year up front gets you two months free. Enterprise prepay is handled case by case.

The first three months are committed, since that is the install period where most of the work happens. After that you can exit with a termination fee that steps down the longer you have been with us. The exact terms are in your agreement.

Instead of refunds, we guarantee the work. Your money pays for work done, so if something is not right, we fix it rather than hand the money back and leave the problem unsolved. If your install runs long, billing pauses until you are live, and if the build is not right, we rebuild it free within the first 90 days. We do not issue cash refunds, and that is on purpose: it keeps us on the hook to make it work.

You and your Account Executive have a renewal conversation. Pricing and terms for year two are set then, based on where your business is.

Fast. Your basics go live in about 10 business days on the AI tier and 20 on Start, and if we miss that window your billing pauses until you are live. Deeper customization continues after that on the higher tiers.

Then we stop charging you. If we miss the install window for your tier, your billing pauses until your basics are live. We pay for being slow, not you.

On the AI tier and above, for 90 days after install, if it is not right, your Account Executive rebuilds it until it is, at no charge. On time but wrong is not good enough, and the guarantee says so.

We commit to response times in writing, and they get faster as you move up tiers. Urgent issues get the quickest response; routine requests are scoped to the actual work involved. Your tier's specific times are in your agreement.

On the AI tier and above, yes, around the clock. On Start, your Account Executive responds within the tier's service times, but 24/7 automated customer response is a higher-tier feature.

Your Account Executive configures all seven engines around your specific business, sets up the parts you need, connects your existing tools where possible, and gets your basics live within your tier's window. You are involved enough to make sure it fits how you actually work, then we handle the build.

Less than running it yourself ever would. We need you for the parts only you can answer, how you sell, how you operate, what your customers expect, and we do the building from there. The install is designed to take the work off you, not add to it.

Yes. We handle initial training to get you and your staff comfortable navigating the platform. As you bring on new people later, you train them, the same way you would with any system your business runs on.

That is what ongoing service is for. You request changes through your Account Executive, and the system gets adjusted. On the higher tiers, deeper customization continues well past the initial install.

It means the system runs without you operating it. The automations do the recurring work, your Account Executive is your line for changes and questions through your private Slack channel, and the team behind them handles the builds. You check the results and run your business; you are not the one keeping the machine running.

No. You learn enough of the platform to navigate it and see what is happening, but the operating of it, the configuration, the builds, the upkeep, is on us. That is the difference between buying software and buying a managed service.

As often as the work calls for. They are reachable in your private Slack channel with committed response times, and they proactively flag things, like when you are approaching a user limit or when it is time to consider moving up a tier.

Yes, the part you touch. We do all the setup and configuration, but you and your team still learn to navigate the platform to run your day to day. We handle initial training to get you and your staff up to speed, and from there you are expected to train new staff as you grow.

Through your private Slack channel with your Account Executive. Requests are categorized by size, urgent fixes, small config changes, larger builds, each with a committed turnaround time by tier.

Over the life of the contract, no. On the included creative team (AI tier and up), capacity is managed as two active requests at a time, so the queue stays sane while your total requests are unlimited.

Anything broken or customer-facing. Those get the fastest response at every tier. Routine configuration and build requests are scoped to the actual work involved.

On Enterprise, dedicated development hours are bundled every month. On lower tiers, custom builds are available as an add-on, or are the trigger to consider moving up.

The agreement is a twelve-month commitment, so it is not built around pausing. The one time billing pauses is on us: if we miss your install window, your billing stops until your basics are live.

Tier changes are a conversation with your Account Executive. The ladder is built for moving up as you grow, but if your needs change, raise it with them and they will walk through the options.

Yes. There is a catalog of add-on packs available on every tier, so you can bolt on specific capabilities, extra build work, more web pages, paid ads, without moving your whole plan.

The quick test: if a standard AI build covers you, that is the AI tier. If you are multi-location, multi-team, or need ongoing custom development, that is Enterprise. If you want in but are not ready for the full commitment, Start is the on-ramp. A Discovery Call settles it in one conversation.

Yes, and the ladder is built for it. Start is designed to lead to the AI tier, and your Start months credit toward your AI first year. Most Start clients move up within a few months.

Past the top published level, we move to a custom quote scoped to your operation. The published ladder is where pricing is transparent; beyond it, the work is bespoke enough that it is quoted per engagement.

No. The platform is the underlying technology and it is included. You are not assembling a stack of separate subscriptions; that is the point.

Your Account Executive. On the AI tier and above you also get a named backup for coverage. They are your single line in, not a rotating support queue.

On the AI tier and above, design, brand, web, and funnels are included, with a cap of two active requests at a time so capacity stays sane while your requests over the contract are unlimited. Enterprise adds video editing. Start includes basic setup only.

On Enterprise, managed ads are included (you cover the ad spend itself). On lower tiers, ads management is available as an add-on.

We can often import them. One of the engines, Connect, handles integrations, so existing tools and data can frequently be brought into the system rather than thrown out. Your Account Executive scopes that during install.

Yes. The install is not a template drop, it is tailored to your business, configured around how you actually sell and operate. On the AI tier and above, the right-fit guarantee exists to make sure it matches.

You do. It is your business's data. We operate the systems that hold it and run it for you.

It is yours. On exit, you request a data export and we provide it. We will not hold your customer list or operational data hostage.

Yes. One of the seven engines, Protect, exists specifically to safeguard your data and keep your operation compliant and backed up.

No. Your data is used to run your business, nothing else.

If you are very early or pre-revenue, some of what we offer may be more than you need yet. That said, even a solo operator can be a strong fit for the AI tier, because for the cost of hiring one person you get an entire system and team. The honest answer depends on your situation, which is exactly what the Discovery Call is for.

Most agencies lock you in and point at the contract when it is not working. Our model is the opposite: a no-refund, do-the-work guarantee means we are contractually stuck making it right rather than handing back money and walking. The guarantee is the difference. If that is the wall you keep hitting, bring it to a Discovery Call and we will show you exactly how the guarantee changes the deal.

Not necessarily. Even on your own, the AI tier can make sense, because for the cost of hiring one person you get a whole system and team instead. Whether it fits depends on where your business is, which is exactly what a Discovery Call is for.

Yes, that is exactly what the Discovery Call is for. It is a conversation, not a pitch, and it is the only way to know if this is a fit.

Service businesses broadly, the shop, the clinic, the local operator, and similar, typically in the $500K to $5M revenue range with teams of 3 to 50. If your operation runs on leads, follow-up, and customer relationships, it is the kind of business the system is built for.

No. We work with service businesses wherever they are. A Discovery Call is the place to confirm we are the right fit for how you operate.

Book a Discovery Call. It is a direct conversation about your business, what is working, what is leaking, and whether what we run is a fit. No pitch theater.