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
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The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base, community support forums, and documentation repositories. |
Silver
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The “Silver” plan, our next level premium support plan, offers global support across ten languages and five regionally aligned shifts, elevated SLAs, prioritized Level 4 engineering support, advanced support portal functionalities, consulting for minor upgrades and expansions, additional designated support users, and other support features as outlined below. The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base, community support forums, and documentation repositories. Note: These Support Plans apply to AAI direct customers only and are not applicable to reseller partners responsible for providing Level 1 and 2 support for their end customers. |
Gold
See Details
The “Gold” plan, our top level plan for critical applications, offers premium support with the tightest SLAs, specialized remote and (when necessary) on-site support, consultation services, additional designated support users, and advanced customer portal features. This plan offers the most extensive benefits with global support across eight languages and five regionally-aligned shifts with an assigned technical account manager (TAM), who will be your technical advisor and support advocate. The designated TAM will liaise with our technical teams to provide both proactive and reactive support. You’ll get priority assistance from a designated premium support team for most of your cases. Included in the plan is access to our enterprise architects (EA) and field escalation engineers (FEE) for technical consultation and on-site engagements, as needed. In addition, we offer incident reports, annual infrastructure health-checks, risk assessments, and consulting for minor upgrades and expansions. The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base, community support forums, and documentation repositories. Note: These Support Plans apply to AAI direct customers only and are not applicable to reseller partners responsible for providing Level 1 and 2 support for their end customers. |
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| Support Hours | 24/7/365 customer portal and phone support for Severity 1 issues. Must select one of our 5 defined weekday support shifts, which will apply to other severities. | 24/7/365 customer portal and phone support for Severity 1 issues. 24/5 support for other severities (shifts are selectable at the time of case submission). | 24/7/365 customer portal and phone support for Severity 1 issues. 24/5 support for other severities (shifts are selectable at the time of case submission). |
| SLA: Severity 1 Initial Response | 4 hours | 2 hours | 1 hour |
| SLA: Severity 2 Initial Response | 8 business hours | 4 business hours | 2 business hours |
| SLA: Severity 3 Initial Response | 16 business hours | 12 business hours | 8 business hours |
| SLA: Severity 4 Initial Response | 16 business hours | 16 business hours | |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 | Severity 1 | |
| Language Support | English plus one of Chinese (simplified or traditional), French, German, Japanese, Korean, Polish, Portuguese, or Spanish language support from Automation Anywhere Support Centers | English, Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, or Spanish language support from Automation Anywhere Support Centers | English, Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish language support from Automation Anywhere Support Center. Specific TAM local language (other than English) support may be subject to availability |
| Language Support Hours | English: 24/7. Additional language in a single designated shift | English 24/7; other languages in designated local business hours | English 24/7; other languages in designated local business hours |
| Assigned Technical Account Manager | |||
| Access to Field Escalation Engineers | |||
| Access to Enterprise Architects | |||
| Premium Support Team Priority Routing | |||
| Higher Priority for Level 4 Support Assistance | |||
| Prioritized Consideration for Fix/Enhancement Request Release Inclusion | |||
| Permission-Based Support Portal Case Visibility Across the Account | |||
| Delegated Admin Access for The Customer Portal | 2 | 5 | 10 |
| Designated Support Contacts on Customer Side | up to 2 | up to 6 | up to 15 |
| Ability to CC other Designated Support Contacts on Cases | |||
| Annual Infrastructure Health Check/Risk Assessment | |||
| Option for Regional Technical Account Managers | |||
| Regularly Scheduled Support Review Teleconferences | Monthly | ||
| Support Involvement in Regularly Scheduled Business Reviews | Quarterly | ||
| Consulting for Minor Upgrades and Expansions | T&M |
The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base , community support forums, and documentation repositories.
| Support Hours | 24/7/365 customer portal and phone support for Severity 1 issues. Must select one of our 5 defined weekday support shifts, which will apply to other severities. |
| SLA: Severity 1 Initial Response | 4 hours |
| SLA: Severity 2 Initial Response | 8 business hours |
| SLA: Severity 3 Initial Response | 16 business hours |
| SLA: Severity 4 Initial Response | |
| Follow the Sun/Continuous Support for English Language Cases | |
| Language Support | English plus one of Chinese(simplified or traditional),French, German, Japanese,Korean, Polish, Portuguese, or Spanish language support from Automation Anywhere Support Centers |
| Language Support Hours | English: 24/7. Additional language in a single designated shift |
| Assigned Technical Account Manager | |
| Access to Field Escalation Engineers | |
| Access to Enterprise Architects | |
| Premium Support Team Priority Routing | |
| Higher Priority for Level 4 Support Assistance | |
| Prioritized Consideration for Fix/Enhancement Request Release Inclusion | |
| Permission-Based Support Portal Case Visibility Across the Account | |
| Delegated Admin Access for The Customer Portal | 2 |
| Designated Support Contacts on Customer Side | up to 2 |
| Ability to CC other Designated Support Contacts on Cases | |
| Annual Infrastructure Health Check/Risk Assessment | |
| Option for Regional Technical Account Managers | |
| Regularly Scheduled Support Review Teleconferences | |
| Support Involvement in Regularly Scheduled Business Reviews | |
| Consulting for Minor Upgrades and Expansions | T&M |
The “Silver” plan, our next level premium support plan, offers global support across ten languages and five regionally aligned shifts, elevated SLAs, prioritized Level 4 engineering support, advanced support portal functionalities, consulting for minor upgrades and expansions, additional designated support users, and other support features as outlined below.
The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base, community support forums, and documentation repositories.
Note: These Support Plans apply to AAI direct customers only and are not applicable to reseller partners responsible for providing Level 1 and 2 support for their end customers.
| Support Hours | 24/7/365 customer portal and phone support for Severity 1 issues. 24/5 support for other severities (shifts are selectable at the time of case submission). |
| SLA: Severity 1 Initial Response | 2 hours |
| SLA: Severity 2 Initial Response | 4 business hours |
| SLA: Severity 3 Initial Response | 12 business hours |
| SLA: Severity 4 Initial Response | 16 business hours |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 |
| Language Support | English, Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, or Spanish language support from Automation Anywhere Support Centers |
| Language Support Hours | English 24/7; other languages in designated local business hours |
| Assigned Technical Account Manager | |
| Access to Field Escalation Engineers | |
| Access to Enterprise Architects | |
| Premium Support Team Priority Routing | |
| Higher Priority for Level 4 Support Assistance | |
| Prioritized Consideration for Fix/Enhancement Request Release Inclusion | |
| Permission-Based Support Portal Case Visibility Across the Account | |
| Delegated Admin Access for The Customer Portal | 5 |
| Designated Support Contacts on Customer Side | up to 6 |
| Ability to CC other Designated Support Contacts on Cases | |
| Annual Infrastructure Health Check/Risk Assessment | |
| Option for Regional Technical Account Managers | |
| Regularly Scheduled Support Review Teleconferences | |
| Support Involvement in Regularly Scheduled Business Reviews | |
| Consulting for Minor Upgrades and Expansions |
The “Gold” plan, our top level plan for critical applications, offers premium support with the tightest SLAs, specialized remote and (when necessary) on-site support, consultation services, additional designated support users, and advanced customer portal features. This plan offers the most extensive benefits with global support across eight languages and five regionally-aligned shifts with an assigned technical account manager (TAM), who will be your technical advisor and support advocate. The designated TAM will liaise with our technical teams to provide both proactive and reactive support. You’ll get priority assistance from a designated premium support team for most of your cases. Included in the plan is access to our enterprise architects (EA) and field escalation engineers (FEE) for technical consultation and on-site engagements, as needed. In addition, we offer incident reports, annual infrastructure health-checks, risk assessments, and consulting for minor upgrades and expansions.
The “Orange” support plan is included in your subscription and features 24/7/365 customer portal and phone support for Severity 1 issues as well as full, AI-enabled search access to our extensive knowledge base, community support forums, and documentation repositories.
Note: These Support Plans apply to AAI direct customers only and are not applicable to reseller partners responsible for providing Level 1 and 2 support for their end customers.
| Support Hours | 24/7/365 customer portal and phone support for Severity 1 issues. 24/5 support for other severities (shifts are selectable at the time of case submission). |
| SLA: Severity 1 Initial Response | 1 hour |
| SLA: Severity 2 Initial Response | 2 business hours |
| SLA: Severity 3 Initial Response | 8 business hours |
| SLA: Severity 4 Initial Response | 16 business hours |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 |
| Language Support | English, Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish language support from Automation Anywhere Support Center. Specific TAM local language (other than English) support may be subject to availability |
| Language Support Hours | English 24/7; other languages in designated local business hours |
| Assigned Technical Account Manager | |
| Access to Field Escalation Engineers | |
| Access to Enterprise Architects | |
| Premium Support Team Priority Routing | |
| Higher Priority for Level 4 Support Assistance | |
| Prioritized Consideration for Fix/Enhancement Request Release Inclusion | |
| Permission-Based Support Portal Case Visibility Across the Account | |
| Delegated Admin Access for The Customer Portal | 10 |
| Designated Support Contacts on Customer Side | up to 15 |
| Ability to CC other Designated Support Contacts on Cases | |
| Annual Infrastructure Health Check/Risk Assessment | |
| Option for Regional Technical Account Managers | |
| Regularly Scheduled Support Review Teleconferences | Monthly |
| Support Involvement in Regularly Scheduled Business Reviews | Quarterly |
| Consulting for Minor Upgrades and Expansions |
Ready to upgrade your support plan? Contact your account representative today.
