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 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
See Details
The “Silver” plan offers Tighter SLAs, architecture consultation, sandbox setup and Implementation, upgrade, and installation assistance, Access to Premium Support Team, premium field alerts, RCA for Severity 1 and premium A-People Community Access 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
Our “Gold” plan offers the most extensive benefits with the tightest SLAs 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 both 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 Tighter SLAs, architecture consultation, sandbox setup and Implementation, upgrade, and installation assistance, Access to Premium Support Team, premium field alerts, RCA for Severity 1 and premium A-People Community Access and other support features as outlined below. 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 x 365 Customer Portal and Phone Support for Severity 1 Issues. Select one of the five weekday Support Shifts, which will apply to all other severities. |
24/7 x 365 Customer Portal and Phone Support for Severity 1 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
24/7 x 365 Customer Portal and Phone Support for Severity 1 & 2 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
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| Support | Customer Portal | 24/7 x 365 | 24/7 x 365 | 24/7 x 365 |
| SLA: Severity 1 - Initial Response | 4 Hours | 2 Hours | 1 Hour - 24/7 | |
| SLA: Severity 2 - Initial Response | 8 Business Hours | 4 Business Hours | 2 Hours - 24/7 | |
| SLA: Severity 3 - Initial Response | 16 Business Hours | 12 Business Hours | 8 Business Hours | |
| SLA: Severity 4 - Initial Response | 24 Business Hours | 16 Business Hours | ||
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 - 24/7 x 365 | Severity 1 - 24/7 x 365 | Severity 1&2 - 24/7 x 365 | |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. | |
| Support | English Support | |||
| Community Access | ||||
| Chat Support | ||||
| Live Phone Support | ||||
| Toll-free* | ||||
| Escalation Management | ||||
| Upgrade & Installation Assistance | ||||
| Access to Premium Support Team | ||||
| Specialized Services | Root Cause Analysis for Severity 1 | |||
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | ||||
| Architecture Consultation | ||||
| Premium Field Alerts | ||||
| Sandbox Setup and Implementation | ||||
| Premium A-People Community Access** | ||||
| Technical Account Management | Assigned Technical Account Manager | |||
| Periodic Support Case Review | ||||
| Quarterly Business Review | ||||
| Proactive Engagement | Scalability Planning | |||
| Infrastructure Review | ||||
| Disaster Recovery Planning | ||||
| High Availability Consultation | ||||
| Infosec Consultation | ||||
| Planned After-hours Support | ||||
| Insights | Product Adoption Review | |||
| Proactive Expert Guidance & Best Practice | ||||
| Technical Support On-boarding | ||||
| Technical Health Review |
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Orange
Orange
See Details
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 x 365 Customer Portal and Phone Support for Severity 1 Issues. Select one of the five weekday Support Shifts, which will apply to all other severities. |
| Customer Portal | 24/7 x 365 |
| 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 | Severity 1 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Silver
Silver
See Details
The “Silver” plan offers Tighter SLAs, architecture consultation, sandbox setup and Implementation, upgrade, and installation assistance, Access to Premium Support Team, premium field alerts, RCA for Severity 1 and premium A-People Community Access 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 x 365 Customer Portal and Phone Support for Severity 1 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
| Customer Portal | 24/7 x 365 |
| 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 | 24 Business Hours |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Gold
Gold
See Details
Our “Gold” plan offers the most extensive benefits with the tightest SLAs 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 both 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 Tighter SLAs, architecture consultation, sandbox setup and Implementation, upgrade, and installation assistance, Access to Premium Support Team, premium field alerts, RCA for Severity 1 and premium A-People Community Access and other support features as outlined below.
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 x 365 Customer Portal and Phone Support for Severity 1 & 2 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
| Customer Portal | 24/7 x 365 |
| SLA: Severity 1 Initial Response | 1 Hour - 24/7 |
| SLA: Severity 2 - Initial Response | 2 Hours - 24x7 |
| 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&2 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Ready to upgrade your support plan? Contact your account representative today.
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