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
Orange
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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. |
| 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 |
Silver
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| 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 |
Gold
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| 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.
