Compare Support Plans

Whether you need help resolving issues, upgrading your platform, or advancing your automation strategy, our support tiers have you covered.

  • Orange
  • Silver
  • Gold Most popular
  • Platinum
  • Titanium

Product Support:

  • - Severity 1 (Critical) - 1 Business Day
  • - Severity 2 (High)
  • - Severity 3 (Medium)
  • - Severity 4 (Low)

Regional Support:

  • - Named Customer Portal contacts up to 2
  • - Communication channels web/email only

Additional Benefits:

  • - Discounted Service Offerings
  • - Discounted Instructor-led Training
  • - Complimentary Imagine Pass

Advisory Services:

  • - Technical Account Manager (TAM)
  • - Enterprise Architect Engagements
  • - Guided product onboarding and product updates advisory
  • - Professional Services & Developer Support
  • - Business Program Review
  • - Annual Technical & Program Health Check
  • - Platform Architecture, Upgrade, & Migration Advisory Services
  • - Platform Governance, Security, & DevOps Advisory Services
  • - Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory Services
  • - 3rd Party Systems Integrations Advisory Services

Product Support:

  • - Severity 1 (Critical) - <2h - 24x7
  • - Severity 2 (High) - <4h - 8x5
  • - Severity 3 (Medium) - <12h - 8x5
  • - Severity 4 (Low) - <16h - 8x5

Regional Support:

  • - Named Customer Portal contacts up to 10
  • - Communication channels calls and web/email

Additional Benefits:

  • - Discounted Service Offerings - 5% discount
  • - Discounted Instructor-led Training - 5% discount
  • - Complimentary Imagine Pass - 1

Advisory Services:

  • - Technical Account Manager (TAM)
  • - Enterprise Architect Engagements (10 hours)
  • - Guided product onboarding and product updates advisory
  • - Professional Services & Developer Support
  • - Business Program Review
  • - Annual Technical & Program Health Check
  • - Platform Architecture, Upgrade, & Migration Advisory Services
  • - Platform Governance, Security, & DevOps Advisory Services
  • - Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory Services
  • - 3rd Party Systems Integrations Advisory Services

Signature service

Product Support:

  • - Severity 1 (Critical) - <1h - 24x7
  • - Severity 2 (High) - <2h - 8x5
  • - Severity 3 (Medium) - <8h - 8x5
  • - Severity 4 (Low) - <16h - 8x5

Regional Support:

  • - Named Customer Portal contacts up to 20
  • - Communication channels: calls and web/email

Additional Benefits:

  • - Discounted Service Offerings - 10% discount
  • - Discounted Instructor-led Training - 10% discount
  • - Complimentary Imagine Pass - 2

Advisory Services:

  • - Technical Account Manager (TAM)
  • - Enterprise Architect Engagements - (40 hours)
  • - Guided product onboarding and product updates advisory
  • - Professional Services & Developer Support
  • - Solution Design Advisory & Developer Support
  • - Business Program Review
  • - Annual Technical & Program Health Check
  • - Platform Architecture, Upgrade, & Migration Advisory Services
  • - Platform Governance, Security, & DevOps Advisory Services
  • - Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory Services
  • - 3rd Party Systems Integrations Advisory Services

Signature service

Product Support:

  • - Severity 1 (Critical) - <15m - 24x7
  • - Severity 2 (High) - <1h - 8x5
  • - Severity 3 (Medium) - <4h - 8x5
  • - Severity 4 (Low) - <8h - 8x5

Regional Support:

  • - Named Customer Portal contacts up to 50
  • - Communication channels calls and web/email

Additional Benefits:

  • - Discounted Service Offerings - 15% discount
  • - Discounted Instructor-led Training - 15% discount
  • - Complimentary Imagine Pass - 3

Advisory Services:

  • - Technical Account Manager (TAM)
  • - Enterprise Architect Engagements - (80 hours)
  • - Guided product onboarding and product updates advisory
  • - Professional Services & Developer Support
  • - Business Program Review
  • - Annual Technical & Program Health Check
  • - Platform Architecture, Upgrade, & Migration Advisory Services
  • - Platform Governance, Security, & DevOps Advisory Services
  • - Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory Services
  • - 3rd Party Systems Integrations Advisory Services

Signature service

Product Support:

  • - Severity 1 (Critical) - <15m - 24x7
  • - Severity 2 (High) - <1h - 8x5
  • - Severity 3 (Medium) - <4h - 8x5
  • - Severity 4 (Low) - <8h - 8x5

Regional Support:

  • - Named Customer Portal contacts up to 100
  • - Communication channels calls and web/email

Additional Benefits:

  • - Discounted Service Offerings - 15% discount
  • - Discounted Instructor-led Training - 15% discount
  • - Complimentary Imagine Pass - 3

Advisory Services:

  • - Technical Account Manager (TAM) - Dedicated
  • - Enterprise Architect Engagements - Dedicated
  • - Guided product onboarding and product updates advisory
  • - Professional Services & Developer Support
  • - Business Program Review
  • - Annual Technical & Program Health Check
  • - Platform Architecture, Upgrade, & Migration Advisory Services
  • - Platform Governance, Security, & DevOps Advisory Services
  • - Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory Services
  • - 3rd Party Systems Integrations Advisory Services
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Comparison matrix

Orange
Silver
Gold MOST POPULAR
Platinum
Titanium
Product Support

Severity 1 (Critical)A complete production outage of the AAI Product, where the system is entirely unusable, previously stable in this version, and no workaround exists.

1 Business Day
<2h - 24x7
<1h - 24x7
<15m - 24x7
<15m - 24x7

Severity 2 (High)A major production failure impacting multiple users simultaneously, causing critical business disruption in a previously stable version, without an available workaround.

—
<4h - 8x5
<2h - 8x5
<1h - 8x5
<1h - 8x5

Severity 3 (Medium)A defect or error that causes substantial business impact but does not render the product entirely unusable, and for which no workaround is available.

—
<12h - 8x5
<8h - 8x5
<4h - 8x5
<4h - 8x5

Severity 4 (Low)All other issues, including minor product errors, feature requests, documentation or training questions, and enhancement inquiries.

—
<16h - 8x5
<16h - 8x5
<8h - 8x5
<8h - 8x5
Regional Support

Local-language support (Japanese, Korean, Portuguese, and Spanish) available during regional business days.

Named Customer Portal contactsNumber of users granted secure access to our support portal, enabling them to submit tickets, review technical documentation, and engage directly with our support professionals for timely assistance.

Up to 2
Up to 10
Up to 20
Up to 50
Up to 100

Communication channels

Web/Email Only
Calls and Web/Email
Calls and Web/Email
Calls and Web/Email
Calls and Web/Email
Advisory Services

Technical Account Manager (TAM)A strategic trusted technical advisor, helping customers adopt and optimize their RPA and APA solutions, drive higher utilization, accelerate ROI, and achieve success throughout their automation journey.

—
—
Dedicated

Enterprise Architect EngagementsExpert technical guidance across the Automation Anywhere suite, covering architecture, scalability, infrastructure health, InfoSec, disaster recovery, Agentic Advisory, governance, and beyond ensuring resilient, seamless, secure, and high-performing solutions.

—
10 hours
40 hours
80 hours
Dedicated

Guided product onboarding and product updates advisory

—

Business Program Review

—
Annual
Quarterly
Monthly
Weekly

Professional Services & Developer SupportAccelerate automation and APA success with expert design, development, and support from our professional services team.

—
—
—

Annual Technical & Program Health CheckValidate infrastructure readiness and automation alignment through expert-led health assessments.

—
—

Platform Architecture, Upgrade, & Migration Advisory ServicesGet expert guidance on architecture, upgrades, and migrations to ensure scalable and future-ready automation.

—
—

Platform Governance, Security, & DevOps Advisory ServicesStrengthen platform integrity with tailored advisory on security, governance, and DevOps best practices.

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—

Platform Feature Enablement, Automation Resiliency, & Platform Optimization Advisory ServicesUnlock platform potential with architect-led sessions focused on feature adoption, resiliency, and performance tuning.

—
—
—

3rd Party Systems Integrations Advisory ServicesBest practice and enablement sessions on external integrations.

—
—
—
Additional Benefits

Service OfferingsDiscounts for Automation Anywhere professional services

—
5%
10%
15%
15%

Instructor-led TrainingInstructor-led training on Automation Anywhere product capabilities delivered by the professional services team.

—
5%
10%
15%
15%

Complimentary Imagine PassStreamline external integrations with expert-led sessions focused on best practices and seamless connectivity.

—
1
2
3
3

Additional support resources

Automation Anywhere Customer Portal

Access all your support resources and manage your account in one place.

Explore customer portal

Phone Support

Get real-time assistance from our experts via Phone - exclusively for Premium Support subscribers.

1 888 484 3535 (US Toll Free) 1 408 834 7676 (International)

Support Terms and Conditions

Explore the terms that define your support plan and ensure you know what’s included.

View terms and conditions

Documentation

Explore detailed guides and technical docs covering existing features and the latest product innovations.

go through documentations

Bot Store

Discover and deploy pre-built bots to accelerate your automation journey.

Access ready to use bots

Automation Anywhere University

Learn, certify, and master automation with expert-led training programs.

Enhance your skills

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