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
Orange
See Details
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
Silver
See Details
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
Gold
See Details
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.