Automation AI
Technical Support Terms
Last revised: February 15, 2023
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 (each a “Support Plan” and collectively, “Support Plan”). Our Support Plans are designed to help you get the assistance you need when you need it 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.
Technical Support Center
| Hours of Operation | 24/7/365 staffed Technical Support, based on Severity and Support Plan |
|---|---|
| Supported Product Versions | For the Automation 360 Product or other Products designated as eligible for continuous support, please reference: https://www.automationanywhere.com/automation-anywhere-product-lifecycle-policy For Automation Anywhere Enterprise version 10.x and 11.x Product Families, please reference: https://www.automationanywhere.com/automation-anywhere-continuous-products-and-services-lifecycle-policy |
| Method of Access | Based on your Support Plan |
| AAI Response Method | Based on case Severity and your Support Plan |
Customer Support Portal
You can log in to our 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 on the Customer Support Portal. Once registered, you will have, among other capabilities, the ability to:
- Search AAI knowledge articles, documentation, and forum posts to find solutions quickly.
- Log a case and manage your support requests.
- Share your feedback for each case relative to your support experience with our support engineers to help us continuously improve our support delivery.
Terms and Conditions
- Response Time: Response time is 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), if available under your Support Plan, please call our support team after opening the case to help ensure the best response.
- Designated Contacts: Access to the Customer Support Portal is limited to your designated contacts, as set out in your Support Plan. This allows for a centralized and efficient communication channel for internal IT or CoE teams to support their 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 before engaging with AAI support by opening a case. To this end, the designated contact should ensure no customer-side systems, network connectivity, customer applications, database provisioning, access permission, internal security, maintenance, or other customer infrastructure issues causing the problem. When opening a case, your designated contacts will evaluate the Severity Level definitions below and, in good faith, will set the appropriate Severity Level for the case. AAI reserves the right to assess the selected Severity Level and confirm or recategorize it, with or without prior notification.
- If AAI cannot apply a permanent fix to a problem in a timely manner, a workaround 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, 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 Customer 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 for eligible Support Plans 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 based on your support plan.
Scope of Support
- The Scope of Support will depend on the Support Plan you have, as described later in this document.
- 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 particular problem or error message. More extensive help with 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 problems specific to third-party software built into or embedded by Automation Anywhere into its 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 Level | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
| Definition | Any 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 cannot 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 before the Severity 1 error started 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 before the Severity 2 error started 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:
| Category | Automation Anywhere SUPPORT | ORANGE | SILVER | GOLD |
| Reactive Support | Support Hours | Weekdays 8 AM to 5 PM | 24/7/365 Phone Support for Severity 1 issues only. 24/5 for all other severities | 24/7/365 Phone Support for Severity 1 & 2 issues. 24/5 for all other severities |
| Customer Portal | 24/7 x 365 | 24/7 x 365 | 24/7 x 365 | |
| Severity 1 - Target Initial Response | 1 Business Day | 2 Calendar Hours | 1 Calendar Hour | |
| Severity 2 - Target Initial Response | - | 4 Business Hours | 2 Business Hours | |
| Severity 3 - Target Initial Response | - | 12 Business Hours | 8 Business Hours | |
| Severity 4 - Target Initial Response | - | 16 Business Hours | 16 Business Hours | |
| Community Access | ||||
| Chat Support | ||||
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Portuguese, and Spanish Support | |
| Delegated Admin Access for Customer Portal | 2 | 5 | 10 | |
| Designated Support Contacts on Customer's Side | Up to 2 | Up to 6 | Up to 15 | |
| Toll-free | - | |||
| Critical Situation Management | - | |||
| Upgrade & Installation Assistance | - | |||
| Specialized Services | Priority Queuing with Designated Resources | - | ||
| Root Cause Analysis for Severity 1 | - | |||
| Prioritized Consideration for Fix/Enhancement Request | - | |||
| Enterprise Architect Consultation | - | 10 Hours Annual | 40 Hours Annual | |
| Premium Field Alerts | - | |||
| Success Architect | - | (Remote) | (In-region) | |
| Business Review | - | Annual | Quarterly | |
| Product Adoption & Best Practices Review | - | |||
| Technical Account Management | Assigned Technical Account Manager | - | - | |
| Support Case Review | - | - | Monthly | |
| Proactive Engagement | Infrastructure Review and Scalability Planning | - | - | |
| High Availability and Disaster Recovery Planning | - | - | ||
| Infosec Consultation | - | - | ||
| Planned After Hours Support | - | - | ||
| Insights | Technical Support Process Onboarding | - | - | |
| Technical Health Check | - | - | ||
| Customer Interface |
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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 Silver or Gold support subscription is in effect across all subscriptions as reflected on an executed Order Form. Alternate terms for those plans are reflected below.
Initial Response Target:
AAI will take commercially reasonable efforts to meet initial response targets 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. Cases submitted for all severities in English or 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. Still, both will be able to be set as delegated admins to manage designated contacts and their privileges.
Remote Support:
Live Support for customers via phone, Zoom, Teams, or other communication channels will be made as deemed appropriate by the Automation Anywhere support team.
Chat Support:
Real-time communication between a customer and customer support agent via instant messaging through a pop-up dialogue box built into the Automation Anywhere Customer Support Portal.
Support Terms Applicable to 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 for 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 7) 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 Carbon Copy (CC) other Designated Support Contacts on Cases:
Designated support contacts on the customer side can manually or automatically be added as CCs to cases and thus receive all case updates for such cases.
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.
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 Target:
AAI will take commercially reasonable efforts to meet initial response targets 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 selected as delegated admins to manage designated contacts and their privileges.
Description of further benefits for Silver Support:
| Program Feature | Description | Time/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 four times a year to be at most 3 hours per session and 10 hours in total for a year. |
| Access to Premium Support Team | Premium Customer Support Portal Access** A dedicated workspace for our premium customers to access all the resources relevant to them. | As needed |
| Premium Customer Support Portal 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 the customer's environment. | As needed |
| Success Architect | Access to a Support Architect to guide general best practices, assist with product adoption, and deliver annual business reviews. | |
| Prioritized consideration for fix/enhancement request release inclusion | Prioritized consideration for fix/enhancement request release inclusion | As needed |
| Root Cause Analysis for Severity 1 | A formal Root cause analysis document listing the steps taken to identify the problem, determine the cause, and describe the approach that will be used to address the problem and prevent it in the future. | As needed and only when requested by the customer. |
| Sandbox setup and implementation | Advice and assistance in setting and deploying Sandbox environment that customers can use to help plan and test new features for upcoming Automation 360 releases. | 3 hours/Quarter |
| Upgrade & Installation assistance | A support team is designated to assist 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 Target:
AAI will take commercially reasonable efforts to meet initial response targets for at least 95% of all submitted cases.
Designated Contacts:
Up to 15 designated contacts can 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 see their own cases or 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 have access and visibility to all cases in the account or restrict the access of designated contacts to only their cases.
Description of further benefits for Gold Support:
| Program Feature | Description | Time/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 Team | A group of senior-level TSEs (Technical Support Engineers) is designated to support only our premium customers on functional break/fix issues. | As needed |
| Disaster Recovery Planning | Disaster Recovery Planning Consult with customers on the best way to achieve desired SLAs for disaster recovery within their environment. This will include Bot Agent devices, application servers (Control Rooms), and data storage locations (SQL DB, File Share repository) for on-prem customers. 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 the 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 the 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 recommendations 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, to be at most 4 hours in total. |
| Technical Account Managers | Provide end-to-end reactive and proactive case and support escalation management. Responsible for providing technical advice and 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 the status of any support continuous improvement initiatives. | Maximum of 4-6 times a month, not to exceed 8 hours a month |
| Planned After-hours Support | Assistance in providing technical support for planned off-hours engagement, ongoing migrations, and planned release upgrades for production environments only. | As needed |
| Premium Customer Support Portal Access** | A dedicated workspace for our premium customers to access all the resources relevant to them. | As needed |
| Premium Field Alerts | Automatic and manual communications on important releases, critical issues, and updates that may be relevant to the customer's environment. | As needed |
| Success Architect | Access to an in-region Support Architect to guide general best practices, assist with product adoption, and deliver annual business reviews. | As needed |
| Prioritized Consideration for Fix/Enhancement Request Release Inclusion | Prioritized consideration for fix/enhancement request release inclusion | As needed |
| Proactive Expert Guidance & Best Practice Review | Expert guidance around Automation Anywhere's best practices for Product features. | As needed |
| Product Adoption Review | Consultation around ongoing usage, knowledge gaps, and the needed training to further adoption of new products and features. | Maximum of 2 Hrs/Quarter |
| Quarterly Business Review | The 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 1 | A 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 Review | A 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 Onboarding | Assistance 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 Assistance | A support team designated to provide assistance in upgrades and installations. | As needed |
