Technical Support Terms

Last revised: Sep 9, 2024

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 Plans”). 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-continuous-products-and-services-lifecycle-policy For Automation Anywhere Enterprise version 10.x and 11.x Product Families, please reference: https://www.automationanywhere.com/automation-anywhere-product-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.
Any Personal Data which we collect to authenticate support cases and requests will be processed in accordance with the Data Processing Agreement located at https://www.automationanywhere.com/DPA.pdf. “Personal Data” means (a) personal data, personal information, personally identifiable information, or similar term as defined by applicable privacy laws or (b) if not defined by applicable privacy law, any information that relates to an identified or identifiable natural person. Personal Data which we collect from the individual who is submitting a support case or request includes, but is not limited to, first and last name, username, role, title, position, location, employer and/or our customer’s or partner’s name, contact Information (email, phone number, physical business address), and IP address.
Submission of Personal Data and Protected Health Information (as defined in the Health Insurance Portability and Accountability Act of 1996) are prohibited in support cases and requests.

Scope of Support

The Scope of Support will depend on your Support Plan, 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 Orange, Silver, and Gold. For Platinum support, your hours of Solution Services can be used to modify/rebuild a task or bot for you.
Support includes answering quick questions regarding using a specific feature of the Product and assisting 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 directly engage the respective third-party technology vendor. 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; and b) 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; and c) 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	AA Support	Orange	Silver	Gold	Platinum
Reactive Support	Support Hours	Weekdays 8 AM – 5 PM During Implementation, a Preferred Support Hours Shift will be selected to apply to all severities.	24/7 x 365 Customer Portal and Phone Support for Severity 1 Issues. All other severities are worked during the Preferred Support Hours. (Preferred Support Hours is Selectable at Case Creation)	24/7 x 365 Customer Portal and Support for Severity 1 & 2 Issues. 24x5 Support for other severities. (Shifts selectable at case submission)	24/7 x 365 Customer Portal and Phone Support for Severity 1 & 2 Issues. 24x5 Support for other severities. (Shifts selectable at case submission)
	Customer Portal	24/7/365	24/7/365	24/7/365	24/7/365
	Severity 1 - Target Initial Response	1 Business Day	2 Calendar Hours	1 Calendar Hour	15 mins
	Severity 2 - Target Initial Response	-	4 Business Hours	2 Business Hours	1 Business Hour
	Severity 3 - Target Initial Response	-	12 Business Hours	8 Business Hours	4 Business Hours
	Severity 4 - Target Initial Response	-	16 Business Hours	16 Business Hours	8 Business Hours
	Language Support	Japanese, Korean, Portuguese, and Spanish Support
	Delegated Admin Access for Customer Portal	2	5	10	10
	Designated Support Contacts on Customer’s Side	Upto 2	Upto 6	Upto 20	Upto 20
	Community Access
	Chat Support
	Toll-free	-
	Critical Situation Management	-
	Upgrade & Installation Assistance	-
	Priority Queuing with Designated Resources	-
Specialized Services	Root Cause Analysis for Severity 1	-
	Prioritized Consideration for Fix/Enhancement Request Release Inclusion	-
	Enterprise Architect Consultation*	-	10 Hours Annual	40 Hours Annual	80 Hours Annual
	MyWorkspace Information and Alerts	-
Account Management
	Business Review	-	Annual	Quarterly	Monthly
	Product Adoption & Best Practices Review	-	-
	Assigned Technical Account Manager	-	-
	Support Case Review	-	-	Monthly	Weekly
Proactive Engagement	Infrastructure Review and Scalability Planning	-	-
	High Availability and Disaster Recovery Planning	-	-
	Infosec Consultation	-	-
	Planned After-hours Support	-	-
	Technical Support Process Onboarding	-	-
	Technical Health Check	-	-
Bundled Services	Solution Services (Automation and AI Solution Architect, Program Management, etc.)	-	-	-
Bundled Services	Developer Support	-	-	-	20 Hours Annually
	Contact Center	-	Global	Global	Global **
	Customer Interface	Customer Portal, Community Access & Chat	Customer Portal, Chat & Toll-Free Phone	Customer Portal, Chat & Toll-Free Phone	Customer Portal, Chat & Toll-Free Phone
	Customer Interface	-	-	-	Solution Architect

* Enterprise Architect Consultation is limited to English speaking Resources.

** For Platinum, an In-region Contact Center is Available in AMER Region

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, Gold, or Platinum 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, Gold, and Platinum Support Plans:

These terms are operative when a paid subscription for Silver, Gold, or Platinum support is in effect as reflected on an executed Order Form. Note that a) the initial paid subscription for Silver, Gold or Platinum 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, Gold, or Platinum support during the term of the paid support subscription, you must also purchase the respective support level for all incremental Product subscriptions globally during such paid support subscription term. Note that all Silver, Gold or Platinum support subscriptions are non-creditable and non-refundable.

Shifts/Local Languages:

As part of our premium Silver, Gold or Platinum 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 support customers to access all the resources relevant to them.	As needed
Premium Customer Support Portal Access	A community dedicated for premium support customers where they can research information and share experiences or their automation 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
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 20 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 support 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, TAMs 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 periodic 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 support 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
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 the 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 on future state according to the customer's goals.	Once a year for 3 hours
Technical Support Onboarding	Assistance and guidance in the initial setup and onboarding of products	3 hours
Upgrade & Installation Assistance	A support team designated to provide assistance in upgrades and installations.	As needed

Support Terms applicable to the Platinum support plan:

These support terms are only operative to customers who have purchased a Platinum 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:

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 Platinum 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 support 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, TAMs 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 periodic 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 support 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
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 the 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 on future state according to the customer's goals.	Once a year for 3 hours
Technical Support Onboarding	Assistance and guidance in the initial setup and onboarding of products	3 hours
Upgrade & Installation Assistance	A support team designated to provide assistance in upgrades and installations.	As needed
Advisory Services	Program roadmap, operating model review and improvement guidance. Citizen development program advisory & planning.
Product Incubation	Developing a controlled environment until it reaches a level of maturity and is ready for broader adoption for the Next Gen Automation Success Platform (“ASP”) products i.e., CoE Manager, Process Discovery, API, Co-Pilot.
Enablement	Enablement of Customer CoE on ASP.
Governance	Program oversight & technical assistance for bot implementation activities (of customer or partner).
Maintain & Improve	Program health check & periodic design reviews.
Scale & Transform	Provide discovery & advisory services for Generative AI powered automation Automation with human-in-loop Enhanced Automator productivity with Gen AI.
Implementation	Provide Bot Implementation Services
Solution Architect	Enable incubation of new products through implementation and enablement Program health check & periodic design reviews Technology oversight & and assistance for bot implementation activities Enablement services for Customer CoE on automation success platform Discovery & and advisory services for Gen AI-powered automation with human-in-loop Provide expert services to address unblock the customer’s automation journey
Program Manager	Program execution blueprint preparation and support optimal utilization of the service days Provides program management services Program governance and delivery escalation management Advisory services for program strategy, delivery, and operational aspects Support ongoing discovery and roadmap planning Program progress tracking and reporting Provide Industry POVs and advice on technology trends and incubation