Last revised: Sep 10, 2020
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.
AAI follows an incident-based technical support model. Our global Support Team can be reached through the following channels.
1 888 484 3535 (US Toll Free) 1 408 834 7676 (International)
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:
In order to access Support, you must register for AAI A-People Customer Support Portal.
Once registered you will have, among other capabilities, the ability to:
Terms and Conditions
Scope of Support
Support Plan Benefits:
* Calendar Hours are any hours of the day, regardless of region, time of day or day of week.
**AAI runs 5 regional 9-hour shifts. Business Hours are hours from Monday – Friday within the applicable regional AAI shift which is the shift that a) the designated contact selected in the support portal at the time the support case was opened or, if not applicable then b) a shift as selected by AAI that was in session at the time the support case was opened. Business Hours exclude applicable regional AAI holidays. Business Days are 9 consecutive Business Hours.
*** Regional/local language Technical Account Manager (TAM), Enterprise Architect, and Field Escalation Engineer support subject to availability. When not available, such support will be provided remotely and in English.
Support Terms applicable only 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.
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.
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.
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.
Higher priority for Level 4 support assistance:
Priorities for cases escalated to the highest, ‘Level 4’, engineering support will in part be dependent on whether or not the account associated with the case has subscribed to Silver or Gold premium support.
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.
Consulting for Minor Upgrades and Expansions:
Access to the AAI Platform Enablement Team for up to 8 hours each year of the subscription term of consulting for minor upgrades (e.g. v11.2.X to 11.3.X) or expansions.
Support Terms applicable to the Silver support plan only:
These terms are operative when a paid subscription for Silver support is in effect as reflected on an executed Order Form.
AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 90% of all submitted cases.
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.
Support Terms applicable to the Gold support plan only:
These support terms are only operative to customers who have purchased a Gold premium support subscription as described in an executed Order Form.
AAI will take commercially reasonable efforts to meet target initial response SLAs for at least 95% of all submitted cases.
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.
Assigned Technical Account Manager (TAM):
Includes up to 29 hours per month of proactive management and prioritization of all open cases/technical issues. For any pre-authorized onsite sessions, reasonable travel expenses will be billed separately.
Access to Enterprise Architects:
Includes, when needed (as determined by the TAM), up to 40 hours per year of the subscription term of Enterprise Architect engagement to address tough environmental issues, to assist in developing migration/scaling plans, and to perform the included infrastructure health check/risk assessment. Additional time in any year, if required, will be billed at the then-applicable Professional Services rates. For any pre-authorized onsite sessions, reasonable travel expenses will be billed separately.
Access to Field Escalation Engineers:
Includes, when needed (as determined by the TAM), up to 40 hours per year of the subscription term of Field Escalation Engineer engagement to assist the remote technical support team in resolving escalated technical issues. Additional time in any year, if required, will be billed at the then-applicable Professional Services rates. For any pre-authorized onsite sessions, reasonable travel expenses will be billed separately.
Monthly Scheduled Support Review Teleconferences:
The assigned TAM will schedule and host a monthly Support Review Teleconference to review the status of critical cases, overall case statistics, and status of any support continuous improvement initiatives.
Support Participation in Regularly Scheduled Business Reviews:
The assigned TAM will participate in scheduled Quarterly Business Review meetings, presenting overall support status.
Post-Closure Incident Reports for Severity 1 Cases:
Provided upon request.
Annual Infrastructure Health Check/Risk Assessment:
Performed by an Enterprise Architect on request. For any associated pre-authorized onsite sessions, reasonable travel expenses will be billed separately.
Option for 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.
Premium Support team priority routing for most cases:
Prioritized routing of cases to our Premium Support Team for most cases. This pool of our top support engineers will address the majority of your cases. In the event that all Premium Support Team engineers are fully occupied, on occasion, to accelerate handling, cases may be routed to other engineers, but this will be the exception as opposed to the rule.
Prioritized consideration for fix/enhancement request release inclusion:
During prioritization of fixes/enhancement requests for specific releases, your requests (along with those of other Gold premium support customers) will receive special attention. While we can’t make any specific guarantees here, given this special attention, some of your requests will be assigned to earlier releases than they would have been otherwise.
Includes up to 40 hours per year of the subscription term as needed of remote upgrade/expansion/migration consulting in English by our Platform Enablement team. Support in other languages or onsite is available at the then-current applicable Professional Services rates.
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.
Follow the Sun for English Cases:
For Severity 1 cases submitted in English, the cases will be passed from shift to shift on a 24-hour basis to accelerate resolution. Note that we often require customer assistance to make progress with cases. In the event this is the case, we will not be able to make progress on the case unless the needed customer resources are available.