Automation Anywhere Support
Great products deserve great support
Our award-winning products are backed by a worldwide team of highly trained and experienced technical support engineers to meet the needs of the modern enterprise, no matter where your applications are deployed.
Our mission is to deliver timely, expert service and assistance to help you maximize the value of your investment with support plans designed to match your business requirements.
Explore Support Plan Options
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Orange
See Details
The “Orange” Support Plan is included in your subscription and features business hours support through the customer portal as well as through our fully AI-enabled search across our extensive knowledge base, community support forums via our Pathfinder Community, and our product documentation repositories. |
Silver
See Details
The “Silver” plan offers Tighter Target Initial Responses, Architecture Consultation, Sandbox Setup and Implementation, Upgrade, and Installation Assistance, Access to the Premium Support Team, Premium Field Alerts, RCA for Severity 1 Case, Premium A-People Community Access, and the other support features as outlined below. The “Orange” support plan is included in your subscription and features a 24/7/365 customer portal, AI-enabled search access to our extensive knowledge base, community support forums, and document repositories. Note: These Support Plans apply to AAI direct customers only and do not apply to reseller partners responsible for providing Level 1 and 2 support for their end customers. |
Gold
See Details
Our “Gold” plan offers the most extensive benefits with the tightest Target Initial Responses and an assigned Technical Account Manager (TAM), who will be your technical advisor and support advocate. Your TAM will liaise with our technical teams to provide proactive and reactive support. You’ll get priority support from a designated premium support team. In addition to the “Silver” offering, our “Gold” offering includes Infrastructure Review; Infosec assessment; Disaster and HA consultation and planning; proactive expert guidance/best practice, and Quarterly Business Reviews along with several other support features outlined below. The “Silver” plan offers Architecture Consultation, Sandbox Setup and Implementation, Upgrade, and Installation Assistance, Access to the Premium Support Team, Premium Field Alerts, RCA for Severity 1 Case, Premium A-People Community Access, 24/7/365 customer portal, AI-enabled search access to our extensive knowledge base, community support forums, and document repositories. Note: These Support Plans apply to AAI direct customers only and do not apply to reseller partners responsible for providing Level 1 and 2 support for their end customers. |
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| Reactive Support | Support Hours |
Weekdays 8 AM to 5 PM |
24/7/365 Phone Support for Severity 1 issues only. 24/5 for all other severities |
24/7/365 Phone Support for Severity 1 & 2 Issues. 24/5 for all other severities |
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| Customer Portal | 24/7/365 | 24/7/365 | 24/7/365 | ||||||||||||||||
| Severity 1 - Target Initial Response | 1 Business Day | 2 Calendar Hours | 1 Calendar Hours | ||||||||||||||||
| Severity 2 - Target Initial Response | 4 Business Hours | 2 Business Hours | |||||||||||||||||
| Severity 3 - Target Initial Response | 12 Business Hours | 8 Business Hours | |||||||||||||||||
| Severity 4 - Target Initial Response | 16 Business Hours | 16 Business Hours | |||||||||||||||||
| Community Access | |||||||||||||||||||
| Chat Support | |||||||||||||||||||
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | ||||||||||||||||
| Toll-free | |||||||||||||||||||
| Critical Situation Management | |||||||||||||||||||
| Upgrade & Installation Assistance | |||||||||||||||||||
| Priority Queuing with Designated Resources | |||||||||||||||||||
| Specialized Services | Root Cause Analysis for Severity 1 | ||||||||||||||||||
| Prioritized Consideration for Fix/ Enhancement Request | |||||||||||||||||||
| Enterprise Architecture Consultation |
10 Hours Annual |
40 Hours Annual |
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| Premium Field Alerts | |||||||||||||||||||
| Account Management |
Success Architect |
(Remote) |
(In-region) |
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| Business Review | Annual | Quarterly | |||||||||||||||||
| Product Adoption & Best Practices Review | |||||||||||||||||||
| Assigned Technical Account Manager |
(In-region) |
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| Support Case Review |
Monthly |
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| Proactive Engagement |
Infrastructure Review and Scalability Planning | ||||||||||||||||||
| High Availability and Disaster Recovery Planning | |||||||||||||||||||
| Infosec Consultation | |||||||||||||||||||
| Planned After-hours Support | |||||||||||||||||||
| Technical Support Process Onboarding | |||||||||||||||||||
| Technical Health Check | |||||||||||||||||||
| Customer Interface |
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For Customer who have negotiated non-standard support terms, those terms will be honoured through the remainder of the subscription term, at which point the new terms will apply.
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Orange
Orange
See Details
The “Orange” Support Plan is included in your subscription and features business hours support through the customer portal as well as through our fully AI-enabled search across our extensive knowledge base, community support forums via our Pathfinder Community, and our product documentation repositories.
| Support Hours | Weekdays 8 AM to 5 PM |
| Customer Portal | 24/7/365 |
| Severity 1 - Target Initial Response | 1 Business Day |
| Severity 2 - Target Initial Response | |
| Severity 3 - Target Initial Response | |
| Severity 4 - Target Initial Response | |
| Community Access | |
| Chat Support | |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support |
| Toll-free | |
| Critical Situation Management | |
| Upgrade & Installation Assistance | |
| Priority Queuing with Designated Resources | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/Enhancement Request | |
| Enterprise Architect Consultation | |
| Premium Field Alerts | |
| Success Architect | |
| Business Review | |
| Product Adoption & Best Practices Review | |
| Assigned Technical Account Manager | |
| Support Case Review | |
| Infrastructure Review and Scalability Planning | |
| High Availability and Disaster Recovery Planning | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Technical Support Process Onboarding | |
| Technical Health Check | |
| Customer Interface | • Customer Portal • Chat • Community Access |
Silver
Silver
See Details
The “Silver” plan offers Tighter Target Initial Responses, Architecture Consultation, Sandbox Setup and Implementation, Upgrade, and Installation Assistance, Access to the Premium Support Team, Premium Field Alerts, RCA for Severity 1 Case, Premium A-People Community Access, and the other support features as outlined below.
The “Orange” support plan is included in your subscription and features a 24/7/365 customer portal, AI-enabled search access to our extensive knowledge base, community support forums, and document repositories.
Note: These Support Plans apply to AAI direct customers only and do not apply to reseller partners responsible for providing Level 1 and 2 support for their end customers.
| Support Hours | 24/7/365 Phone Support for
Severity 1 Issues only. 24/5 Support for other severities. |
| Customer Portal | 24/7/365 |
| Severity 1 - Target Initial Response | 2 Calendar Hours |
| Severity 2 - Target Initial Response | 4 Business Hours |
| Severity 3 - Target Initial Response | 12 Business Hours |
| Severity 4 - Target Initial Response | 16 Business Hours |
| Community Access | |
| Chat Support | |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support. |
| Toll-free | |
| Critical Situation Management | |
| Upgrade & Installation Assistance | |
| Priority Queuing with Designated Resources | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/Enhancement Request | |
| Enterprise Architect Consultation | 10 Hours Annual |
| Premium Field Alerts | |
| Success Architect |
(Remote) |
| Business Review | Annual |
| Product Adoption & Best Practices Review | |
| Assigned Technical Account Manager | |
| Support Case Review | |
| Infrastructure Review and Scalability Planning | |
| High Availability and Disaster Recovery Planning | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Technical Support Process Onboarding | |
| Technical Health Check | |
| Customer Interface | • Customer Portal • Chat • Phone Toll-Free • Community Access • Success Architect |
Gold
Gold
See Details
Our “Gold” plan offers the most extensive benefits with the tightest Target Initial Responses and an assigned Technical Account Manager (TAM), who will be your technical advisor and support advocate. Your TAM will liaise with our technical teams to provide proactive and reactive support. You’ll get priority support from a designated premium support team. In addition to the “Silver” offering, our “Gold” offering includes Infrastructure Review; Infosec assessment; Disaster and HA consultation and planning; proactive expert guidance/best practice, and Quarterly Business Reviews along with several other support features outlined below.
The “Silver” plan offers Architecture Consultation, Sandbox Setup and Implementation, Upgrade, and Installation Assistance, Access to the Premium Support Team, Premium Field Alerts, RCA for Severity 1 Case, Premium A-People Community Access, 24/7/365 customer portal, AI-enabled search access to our extensive knowledge base, community support forums, and document repositories.
Note: These Support Plans apply to AAI direct customers only and do not apply to reseller partners responsible for providing Level 1 and 2 support for their end customers.
| Support Hours | 24/7/365 Phone Support for
Severity 1 & 2 Issues. 24/5 for all other severities |
| Customer Portal | 24/7/365 |
| Severity 1 - Target Initial Response | 1 Calendar Hours |
| Severity 2 - Target Initial Response | 2 Business Hours |
| Severity 3 - Target Initial Response | 8 Business Hours |
| Severity 4 - Target Initial Response | 16 Business Hours |
| Community Access | |
| Chat Support | |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support |
| Toll-free | |
| Critical Situation Management | |
| Upgrade & Installation Assistance | |
| Priority Queuing with Designated Resources | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/Enhancement Request | |
| Enterprise Architect Consultation |
40 Hours Annual |
| Premium Field Alerts | |
| Success Architect |
(In-region) |
| Business Review | Quarterly |
| Product Adoption & Best Practices Review | |
| Assigned Technical Account Manager |
(In-region) |
| Support Case Review | Monthly |
| Infrastructure Review and Scalability Planning | |
| High Availability and Disaster Recovery Planning | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Technical Support Process Onboarding | |
| Technical Health Check | |
| Customer Interface | • Customer Portal • Chat • Phone Toll-Free • Community Access • Success Architect, TAM |
For Customer who have negotiated non-standard support terms, those terms will be honoured through the remainder of the subscription term, at which point the new terms will apply.
Ready to upgrade your support plan? Contact your account representative today.
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