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Technical Support Terms

Last revised: July 12, 2022

Support Terms applicable to all Automation Anywhere Support Plans:

Automation Anywhere, Inc. (“AAI”) is committed to offering our global subscription customers a technical support program backed by comprehensive support plans. Our support plans are designed to help you get the assistance you need, when you need it in order to maximize your investment in AAI. These Technical Support Terms apply to you whether you have purchased a license to our on-premise software or a subscription to our cloud-delivered services (collectively, “Products” and each a “Product”), as more particularly described below.

 

Helpdesk Support

Hours of operation24x7x365 staffed Help Desk support, based on Severity of issue
Supported Product versionsFor Automation Anywhere Enterprise version 10.x and 11.x Product Families please reference:
https://www.automationanywhere.com/automation-anywhere-product-lifecycle-policy
For the Automation 360 Product or other Products designated as eligible for continuous support, please reference: https://www.automationanywhere.com/automation-anywhere-continuous-products-and-services-lifecycle-policy
Method of accessPhone (Severity 1 only) / A-People Customer Support Portal (All Severities)
AAI response MethodPhone / A-People Customer Support Portal / email

AAI follows an incident-based technical support model. Our global Support Team can be reached through the following channels.

 

A-People Customer Support Portal

You can log in to our A-People Customer Support Portal by navigating to the link given below, or as may be updated from time to time and advised to you:

https://apeople.automationanywhere.com/sso/s/login/

To access Support, you must register for AAI A-People Customer Support Portal.

Once registered you will have, among other capabilities, the ability to:

  • Search AAI knowledge articles, documentation, and forum posts to quickly find solutions.
  • Log a case and manage your support requests.
  • Share your feedback for each case relative to the support experience you had with our support engineers to help us continuously improve our support delivery.

Terms and Conditions

  • Response Time: Response time is defined as the time elapsed between a problem being reported (case created) and the problem being acknowledged by a support representative to initiate support activities. For Severity 1 issues (as defined below), after opening the case please place a phone call to help ensure the best response. Efforts will be undertaken to respond to the case within the defined target response time set out above per severity level, and to work towards a potential solution for the problems reported.
  • Designated contacts: Access to the Customer Support Portal is limited to your designated contacts. This allows for a centralized and efficient communication channel for internal IT or CoE teams to support end-users. AAI does not provide support directly to end-users. It is assumed that a trained customer internal IT and/or CoE team supports end-users directly, triaging between bot configuration errors and/or customer infrastructure issues prior to engaging with AAI support by opening a case. To this end the designated contact should ensure that there are no customer side systems, network connectivity, customer applications, database provisioning, access permission, internal security, maintenance or other customer infrastructure issues that are causing the issue. When opening a case, your designated contacts will evaluate the severity level definitions below, and in good faith will designate the appropriate severity level for the case. AAI reserves the right to evaluate the selected severity level and confirm or recategorize it, with or without prior notification.
  • If AAI is not able to apply a permanent fix to a problem in a timely manner, a work around may be provided as a temporary solution to restore the use of the Products. Severities of cases may be downgraded by one severity level, when a confirmed workaround is provided that alleviates the impact of the corresponding issue. When a workaround has been provided, permanent fixes that require substantial development or quality assurance work, or cooperation of a third party, will be delivered or not by AAI at our sole discretion.
  • You agree to: (i) perform reasonable first line support prior to opening a case with AAI; (ii) file a separate case for every separate or potentially separate problem; (iii) cooperate and communicate in a timely manner with AAI; (iv) assign designated contact persons with the necessary technical and communication skills to collaborate with AAI; (v) provide AAI with sufficient and accurate information related to the problem; (vi) make reasonable attempts to replicate, or assist AAI in replicating the problem under the circumstances in place at the time of case submission, including by conducting diagnostic or troubleshooting activities; (vii) implement changes to your infrastructure and/or applications as directed by AAI in order to troubleshoot and/or resolve the problem; and (viii) escalate cases within the A-People support portal prior to escalating cases with the assigned CSM, AAI sales, or AAI support management. In the event you fail to perform steps (i) to (viii), AAI reserves the right to close the case with or without prior notice.
  • Troubleshooting of Severity 1 cases in the follow-the-sun model will be carried out subject to your resources being available to work with our support team during the relevant time period.
  • The designated admin can, among other administrative functions: add/delete designated contacts, reset login details, select appropriate shifts, and request administrative changes to the Customer’s cloud instance. All other designated contacts can only open cases.

Scope of Support

  • The Support Team will be able to help you if you face any problems with existing automations in production. However, if you want us to modify / rebuild a task or bot for you, you will need to work with our professional services team or a partner, which would be a chargeable engagement not covered under support.
  • Support includes answering quick questions regarding the use of a specific feature of the Product and assistance with a specific problem or error message. More extensive help with the use of specific features can be provided by our professional services team or a partner as a chargeable engagement not covered under support.
  • The Support Team will provide support for issues with your existing automations in production, including issues specific to third-party software that is built into or embedded by Automation Anywhere into its RPA product, to provide a product functionality. However, should it be determined that the problem relates to a third-party product within your environment and is unrelated to the Automation Anywhere software/platform, you will need to engage the respective third-party technology vendor directly. Automation Anywhere support is unable to open a support request with any such third-party vendor on your behalf.

 

Severity Level Definitions
Severity LevelSeverity 1Severity 2Severity 3Severity 4
DefinitionAny AAI Product error in the live production environment (“Production”) that: a) renders the Product entirely unusable to you; b) occurred after the Product of the same version was running in Production without exhibiting such error; and c) has no identified alternate solution or workaround available.
Example: Production goes down because the Product does not function at all. You are unable to open/launch or bring the Product to a usable state resulting in a major impact on your operations.
Affected Product functions must have already been successfully tested in your development and test environments and were also working successfully in Production prior to Severity 1 error occurring in Production.
Any AAI Product error in Production that: a) affects multiple users at the same time; b) has a critical business impact; c) occurred after the Product of the same version was running in Production without exhibiting such error; and d) has no identified alternate solution or workaround available.
Example: One of the components of the Product is not performing as expected or is giving unexpected results/output in Production.
Affected Product functions must have already been successfully tested in your development and test environments and were also working successfully in Production prior to Severity 2 error occurring in Production.
Any AAI Product error that: a) affects one or more users; b) is causing a medium business impact; and c) has no identified alternate solution or workaround available.All other AAI Product errors as well as requests and questions. These include without limitation: a) requests for additional features and enhancements; b) Documentation related issues; and c) training related issues.
Example: A request for a specific feature in a future product release.

 

Support Plan Benefits:

CategoryAA SUPPORTORANGESILVERGOLD
Reactive SupportSupport Hours24/7 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).
Customer Portal24/7 x 36524/7 x 36524/7 x 365
SLA: Severity 1 - Initial Response4 Hours2 Hours1 Hour - 24x7
SLA: Severity 2 - Initial Response8 Business Hours4 Business Hours2 Hour - 24x7
SLA: Severity 3 - Initial Response16 Business Hours12 Business Hours8 Business Hours
SLA: Severity 4 - Initial Response-24 Business Hours18 Business Hours
Follow the SunSeverity 1 - 24/7 x 365Severity 1 - 24/7 x 365Severity 1 & 2 - 24/7 x 365
Language SupportChinese (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.
English Support   
Delegated Admin Access for the Customer Portal2510
Designated Support Contacts on Customer's SideUp to 2Up to 6Up to 15
Community Access   
Chat Support   
Live Phone Support   
Toll-free*   
Escalation Management   
Upgrade & Installation Assistance-  
Access to Premium Support Team-  
Specialized ServicesRoot Cause Analysis for Severity 1-  
Prioritized Consideration for Fix/Enhancement Request Release Inclusion-  
Architecture Consultation-  
Premium Field Alerts-  
Sandbox Setup and Implementation-  
Premium Community Access**-  
Technical Account ManagementAssigned Technical Account Manager-- 
Periodic Support Case Review-- 
Quarterly Business Review-- 
Proactive EngagementScalability Planning-- 
Infrastructure Review-- 
Disaster Recovery Planning-- 
High Availability Consultation-- 
Infosec Consultation-- 
Planned After Hours Support-- 
InsightsProduct Adoption Review-- 
Proactive Expert Guidance & Best Practice-- 
Technical Support On-boarding-- 
Technical Health Review-- 

 

Support Terms applicable to the standard entry-level Orange support plan that is included with all Product Subscriptions:

These terms are operative unless a paid subscription for Silver or Gold support is in effect across all subscriptions as reflected on an executed Order Form. Alternate terms for those plans are reflected below.

Initial Response SLAs:

AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 85% of all submitted cases.

Shifts/Local Languages:

As part of the standard, entry-level Orange support plan, you must select one of the supported regionally aligned shifts for all of your team members (currently five shifts are supported), and one corresponding additional supported language for that shift (in addition to English) that you may submit all your cases in. Though English Severity 1 cases will be initially responded to on a 24/7/365 basis, cases of other severities or in local languages will only be worked during the one selected shift.

Designated Contacts/Designated Admins:

Up to 2 designated contacts will be able to log and manage cases. These designated contacts will not be able to see or manage each other’s cases, but both will be able to be designated as delegated admins to manage designated contacts and their privileges.

Live Phone Support:

Supporting customers live via phone, Zoom, Teams and other communication channels.

Toll Free Numbers:

Provides Toll free numbers that can be dialed from landlines with no charge to the person placing the call. Such numbers allow our customers to reach Support without being charged a long-distance fee for the call.

Chat Support:

Real-time communication between a customer and customer support agent via instant messaging through a pop-up dialogue box built into Automation Anywhere A-people community.

 

Support Terms applicable to both the Silver and Gold support plans:

These terms are operative when a paid subscription for Silver or Gold support is in effect as reflected on an executed Order Form. Note that a) the initial paid subscription for Silver or Gold support must reflect all Product subscriptions for all AAI Products in effect globally at the time of execution of such Order Form and b) to continue to enjoy purchased Silver or Gold support during the term of the paid support subscription, you must also purchase the respective support level in respect of all incremental Product subscriptions globally during such paid support subscription term. Note that all Silver or Gold support subscriptions are non-creditable and non-refundable.

Shifts/Local Languages:

As part of our premium Silver or Gold support plans, you have access to all of our supported regionally-aligned shifts (currently five) and corresponding local languages (currently 8) as selected at the time of case submission. Severity 1 cases submitted in English will be initially responded to on a 24/7/365 basis and will be worked on a continuous follow-the-sun basis. Other cases are guaranteed only to be worked during the shift selected at the time of case submission.

Permission-based support portal case visibility across the account:

Designated support contacts on the customer side, if enabled by one of the designated delegated admins, can see all cases submitted by all the designated contacts.

Ability to CC other Designated Support Contacts on Cases:

Designated support contacts on the customer side can manually or automatically be added as CC’s to cases and thus will receive all case updates for such cases.

Support Terms applicable to the Silver support plan:

These terms are operative when a paid subscription for Silver support is in effect as reflected on an executed Order Form.

Initial Response SLAs:

AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 90% of all submitted cases.

Designated Contacts/Designated Admins:

Up to 6 designated contacts will be able to log and manage cases, up to 5 of whom will be able to be designated as delegated admins to manage designated contacts and their privileges.

 

Description of further benefits for Silver Support:

Program FeatureDescriptionTime/Cadence
Architecture Consultation Evaluate proposed architecture based on Automation Anywhere's best practices, such as device configuration, network infrastructure configuration, and platform PaaS integration for a specific environment. Maximum 3 hours per quarter not to exceed 10 hours in total per year
Access to Premium Support TeamA group of senior level TSEs (Technical Support Engineers) designated to support only our premium customers on functional break/fix issues. As needed
Premium Community Access**A community dedicated for premium customers where they can research information and share experiences or their RPS deployment and journey. As needed
Premium Field Alerts Automatic and manual communications on important releases, critical issues and updates that may be relevant to customer's environment.As needed
Prioritized Consideration for Fix/Enhancement Request Release Inclusion Prioritized Consideration for Fix/Enhancement Request Release Inclusion. As needed
Root Cause Analysis for Severity 1A formal Root cause analysis document that lists the steps taken to identify the problem and determine the cause, and also describes the approach that will be used to address the problem and prevent it for the future. As needed and only when requested by the customer.
Sandbox Setup and Implementation Advice and assistance in setting and deploying Sandbox environment where customers can use to help plan and test new features for upcoming Automation 360 releases.3 hours/Quarter
Upgrade & Installation AssistanceA support team designated to provide assistance in upgrades and installations. As needed

 

Support Terms applicable to the standard entry-level Orange support plan that is included with all Product Subscriptions:

These terms are operative unless a paid subscription for Silver or Gold support is in effect across all subscriptions as reflected on an executed Order Form. Alternate terms for those plans are reflected below.

Initial Response SLAs:

AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 85% of all submitted cases.

Shifts/Local Languages:

As part of the standard, entry-level Orange support plan, you must select one of the supported regionally aligned shifts for all of your team members (currently five shifts are supported), and one corresponding additional supported language for that shift (in addition to English) that you may submit all your cases in. Though English Severity 1 cases will be initially responded to on a 24/7/365 basis, cases of other severities or in local languages will only be worked during the one selected shift.

Designated Contacts/Designated Admins:

Up to 2 designated contacts will be able to log and manage cases. These designated contacts will not be able to see or manage each other’s cases, but both will be able to be designated as delegated admins to manage designated contacts and their privileges.

Live Phone Support:

Supporting customers live via phone, Zoom, Teams and other communication channels.

Toll Free Numbers:

Provides Toll free numbers that can be dialed from landlines with no charge to the person placing the call. Such numbers allow our customers to reach Support without being charged a long-distance fee for the call.

Chat Support:

Real-time communication between a customer and customer support agent via instant messaging through a pop-up dialogue box built into Automation Anywhere A-people community.

 

Support Terms applicable to both the Silver and Gold support plans:

These terms are operative when a paid subscription for Silver or Gold support is in effect as reflected on an executed Order Form. Note that a) the initial paid subscription for Silver or Gold support must reflect all Product subscriptions for all AAI Products in effect globally at the time of execution of such Order Form and b) to continue to enjoy purchased Silver or Gold support during the term of the paid support subscription, you must also purchase the respective support level in respect of all incremental Product subscriptions globally during such paid support subscription term. Note that all Silver or Gold support subscriptions are non-creditable and non-refundable.

Shifts/Local Languages:

As part of our premium Silver or Gold support plans, you have access to all of our supported regionally-aligned shifts (currently five) and corresponding local languages (currently 8) as selected at the time of case submission. Severity 1 cases submitted in English will be initially responded to on a 24/7/365 basis and will be worked on a continuous follow-the-sun basis. Other cases are guaranteed only to be worked during the shift selected at the time of case submission.

Permission-based support portal case visibility across the account:

Designated support contacts on the customer side, if enabled by one of the designated delegated admins, can see all cases submitted by all the designated contacts.

Ability to CC other Designated Support Contacts on Cases:

Designated support contacts on the customer side can manually or automatically be added as CC’s to cases and thus will receive all case updates for such cases.

Support Terms applicable to the Silver support plan:

These terms are operative when a paid subscription for Silver support is in effect as reflected on an executed Order Form.

Initial Response SLAs:

AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 90% of all submitted cases.

Designated Contacts/Designated Admins:

Up to 6 designated contacts will be able to log and manage cases, up to 5 of whom will be able to be designated as delegated admins to manage designated contacts and their privileges.

 

Description of further benefits for Silver Support:

Program FeatureDescriptionTime/Cadence
Architecture Consultation Evaluate proposed architecture based on Automation Anywhere's best practices, such as device configuration, network infrastructure configuration, and platform PaaS integration for a specific environment. Maximum 3 hours per quarter not to exceed 10 hours in total per year
Access to Premium Support TeamA group of senior level TSEs (Technical Support Engineers) designated to support only our premium customers on functional break/fix issues. As needed
Premium Community Access**A community dedicated for premium customers where they can research information and share experiences or their RPS deployment and journey. As needed
Premium Field Alerts Automatic and manual communications on important releases, critical issues and updates that may be relevant to customer's environment.As needed
Prioritized Consideration for Fix/Enhancement Request Release Inclusion Prioritized Consideration for Fix/Enhancement Request Release Inclusion. As needed
Root Cause Analysis for Severity 1A formal Root cause analysis document that lists the steps taken to identify the problem and determine the cause, and also describes the approach that will be used to address the problem and prevent it for the future. As needed and only when requested by the customer.
Sandbox Setup and Implementation Advice and assistance in setting and deploying Sandbox environment where customers can use to help plan and test new features for upcoming Automation 360 releases.3 hours/Quarter
Upgrade & Installation AssistanceA support team designated to provide assistance in upgrades and installations. As needed

 

Support Terms applicable to the Gold support plan:

These support terms are only operative to customers who have purchased a Gold premium support subscription as described in an executed Order Form.

Initial Response SLAs:

AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 95% of all submitted cases.

Designated Contacts:

Up to 15 designated contacts will be able to log and manage cases, of whom up to 10 may have admin privileges. The admin privileges enable the user to select who has access as a delegated admin and whether they can just see their own cases or can see all cases across the account.

Option for an additional regional Technical Account Manager:

For an additional fee, additional Technical Account Managers (TAMs) can be added to provide support in additional time zones and/or shifts.

Permission-based support portal case visibility across the account:

Users dedicated as admins can enable privileges of designated contacts to either have access/visibility to all cases in the account or can restrict access of designated contacts to only their own cases.

 

Description of further benefits for Gold Support:

Program FeatureDescriptionTime/Cadence
Architecture Consultation Evaluate proposed architecture based on Automation Anywhere's best practices, such as device configuration, network infrastructure configuration, and platform PaaS integration for a specific environment. As needed
Access to Premium Support TeamA group of senior level TSEs (Technical Support Engineers) designated to support only our premium customers on functional break/fix issues. As needed
Disaster Recovery Planning Consult with customers on the best way to achieve desired SLAs for disaster recovery within their environment. For on-prem customers this will include Bot Agent devices, application servers (Control Rooms), and data storage locations (SQL DB, File Share repository). For Cloud customers, we will provide our current practice for application servers and review customer plans for Bot Agent devices.Maximum once a quarter. 8 hours total in a year
High Availability Consultation Consult with customers on current implementation and how to achieve high availability on application servers, data storage locations (SQL DB, File Share repository) and bot agent devices for a specific environment.Maximum once a quarter. 8 hours total in a year
Infosec Consultation Consult with customer's security team to discuss data flow, data security, user security, RBAC and all other security related questions for both on-prem and cloud deployments. Maximum once a quarter. 8 hours total in a year
Infrastructure Review Evaluate current deployment and make recommendation on any gaps based on Automation Anywhere's best practices. This review will include device component configurations, security configurations, and network devices for a specific environment. Maximum twice a year not to exceed 4 hours in total
Technical Account ManagersProvide end-to-end reactive/proactive case and support escalation management. Responsible for providing technical advice as well as expertise to RPA Customer Admin and technical project groups. In addition, they help coordinate technical activities amongst support, engineering and end-users. TAMs advocate internally on behalf of the customer for all support related matters. 
Periodic Support Case Review The assigned TAM will schedule and host a parodic Teleconference to review the status of critical cases, overall case statistics, and status of any support continuous improvement initiatives. Maximum of 4-6 times a Month not to exceed 8 hours a month
Planned After Hours SupportAssistance in providing technical support for a planned off hours engagement, ongoing migrations, and planned release upgrades for production environments only. As needed
Premium Community Access**A community dedicated for premium customers where they can research information and share experiences or their RPS deployment and journey. As needed
Premium Field Alerts Automatic and manual communications on important releases, critical issues and updates that may be relevant to customer's environment. As needed
Prioritized Consideration for Fix/Enhancement Request Release Inclusion Prioritized Consideration for Fix/Enhancement Request Release Inclusion. As needed
Proactive Expert Guidance & Best PracticeExpert guidance around Automation Anywhere's best practices for Product features.As needed
Product Adoption ReviewConsultation around ongoing usage, knowledge gaps, and needed training to further adoption of new products and features.Maximum of 2 Hrs/Quarter
Quarterly Business ReviewThe assigned TAM will participate in scheduled Quarterly Business Review meetings, presenting overall support status for that specific quarter.Maximum once a quarter/8 hours total
Root Cause Analysis for Severity 1A formal Root cause analysis document that lists the steps taken to identify the problem and determine the cause, and also describes the approach that will be used to address the problem and prevent it for the future. As needed and only when requested by the customer
Sandbox Setup and Implementation Advice and assistance in setting and deploying Sandbox environment where customers can use to help plan and test new features for upcoming Automation 360 releases.3 Hours/Quarter
Scalability Planning Evaluate current deployment based on desired expansion goals and make recommendation to help achieve a stable and high performing environment. Maximum twice a year/4 hours total
Technical Health ReviewA holistic review of a customer's deployed infrastructure components conducted annually against our best practices and recommendations future state according customer's goals. Once a year for 3 hours
Technical Support On-boardingAssistance and guidance in the initial setup and onboarding of the automation anywhere product for customers who purchased Gold support or during change of Customer’s designated contacts.3 hours
Upgrade & Installation AsistanceA support team designated to provide assistance in upgrades and installations. As needed

 

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