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The “Silver” plan, our next level premium support plan, offers global support across ten languages and five regionally aligned shifts, elevated SLAs, prioritized Level 4 engineering support, advanced support portal functionalities, consulting for minor upgrades and expansions, additional designated support users, 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
24/7/365 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
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The “Gold” plan, our top level plan for critical applications, offers premium support with the tightest SLAs, specialized remote and (when necessary) on-site support, consultation services, additional designated support users, and advanced customer portal features. This plan offers the most extensive benefits with global support across eight languages and five regionally-aligned shifts with an assigned technical account manager (TAM), who will be your technical advisor and support advocate. The designated TAM will liaise with our technical teams to provide both proactive and reactive support. You’ll get priority assistance from a designated premium support team for most of your cases. Included in the plan is access to our enterprise architects (EA) and field escalation engineers (FEE) for technical consultation and on-site engagements, as needed. In addition, we offer incident reports, annual infrastructure health-checks, risk assessments, and consulting for minor upgrades and expansions.
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
24/7/365 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.
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