UIPATH SUCCESS TIERS

Whatever support you need, we've got you covered

Unlock your potential through our comprehensive support with success tiers

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Choose the success tier that's right for you

UiPath offers three different success tiers that provide you with the necessary tools and support for your success.

UiPath Basic Support

Get your technical questions answered by our on-demand support team.

The Basic Support program comes free with all licensed products and will give you web form access to our technical support team.

UiPath Activate Success

When mission-critical issues arise and require immediate attention, nothing else besides 24/7 support meets your expectations, which is why UiPath Activate Success provides you with the right team of support experts when you need them.

Through group webinars, UiPath provides valuable insights and recommendations to help steer your automation program forward.

Download the brochure

UiPath Enterprise Success

UiPath Enterprise Success provides comprehensive advice and a designated team of experts dedicated to helping businesses build self-sustaining, value-driven automation programs.

You can rely on our automation experts to personally guide you to success by identifying your highest value opportunities, driving growth across your organization, and maximizing overall ROI.

Download the brochure

Explore UiPath Enterprise Success

Whether you are starting or scaling your automation journey, our team of designated experts will provide you with best-in-class program and technical advisory for your automation journey.

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Program and technical advisory Elevated product support
Success planning Program strategy & value realization Program operations Program discovery & democratization Activities
Customer onboarding Platform governance & security advisory Platform infrastructure & maintenance assistance Professional & citizen developer coaching Incident support call center
Technical health assessment Automation program value definition DevOps planning & implementation advisory Automation pipeline tooling advisory Out-of-hours planned support
Quarterly satisfaction survey Product roadmap & capability advisory Code design advisory & review Custom enablement planning Root cause analysis for urgent incidents
Automation program success planning Platform strategy & design advisory Line of business ingestion advisory Business evangelism advisory Accelerated incident support response SLAs
State of the automation program review Automation program design & structure advisory Automation pipeline advisory Expanded incident support windows
Program health assessment Value management advisory

Explore UiPath Activate Success

By choosing UiPath Activate Success, your organization can take advantage of a broader perspective on technical strategy, improving operational excellence, and optimizing ROI.

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Technical and program advisory webinars Elevated product support
Program operations Program strategy & value realization Program discovery & democratization Activities
Customer onboarding Platform governance & security advisory Citizen development advisory Incident support call center Expanded incident support window
Automation program value definition Automation pipeline advisory Root cause analysis for urgent incidents Accelerated incident support response SLAs
Automation program design & structure advisory What’s new in the platform
Platform best practices

Basic

Activate Success

Enterprise Success

Enhanced support SLAs

Technical and program advisory webinars

Designated technical and program advisory

Priority Level

Targeted first response time and service window

Targeted first response time and service window

Targeted first response time and service window

Urgent

2 hours 24x7

1 hour 24x7*

1 hour 24x7*

High

8 hours 24x7*

4 hours 24x7*

4 hours 24x7*

Medium

8 hours 24x7*

8 hours 24x7*

Low

2 business days**

2 business days**

Languages supported

English only

English 24x7
• Spanish, French, German, Mandarin, Japanese, Korean, Thai*** - 8x5
• Webinars in English

English 24x7
• Spanish, French, German, Mandarin, Japanese, Korean, Thai*** - 8x5
• Webinars in English

Customer touchpoint

• Product support webform
• Customer portal (limited features)

• Customer portal
• Contact center

• Customer portal
• Contact center

Basic

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Activate Success

< slide >

Enterprise Success

< slide >

Enhanced support SLAs

Enhanced support SLAs

Enhanced support SLAs

Technical and program advisory webinars

Technical and program advisory webinars

Technical and program advisory webinars

Designated technical and program advisory

Designated technical and program advisory

Designated technical and program advisory

Priority Level

Targeted first response time and service window

Priority Level

Targeted first response time and service window

Priority Level

Targeted first response time and service window

Urgent

2 hours 24x7

Urgent

1 hour 24x7*

Urgent

1 hour 24x7*

High

8 hours 24x7*

High

4 hours 24x7*

High

4 hours 24x7*

Medium

Medium

8 hours 24x7*

Medium

8 hours 24x7*

Low

Low

2 business days**

Low

2 business days**

Languages supported

English only

Languages supported

English 24x7
• Spanish, French, German, Mandarin, Japanese, Korean, Thai*** - 8x5
• Webinars in English

Languages supported

English 24x7
• Spanish, French, German, Mandarin, Japanese, Korean, Thai*** - 8x5
• Webinars in English

Customer touchpoint

• Product support webform
• Customer portal (limited features)

Customer touchpoint

• Customer portal
• Contact center

Customer touchpoint

• Customer portal
• Contact center

*Incidents will be worked 24/7 where the customer commits their availability in writing to work outside of business hours.

**Business Days means, for the purpose of this Policy, a daily 8-hour period, from Monday to Friday and excluding public holidays, (i) for US Federal Customers: (a) between 01.00 PM and 9:30 PM GMT for US East Coast and (b) between 4:00 PM and 1:00 AM GMT for US West Coast, and (ii) between 9:00 AM and 6:00 PM for any other Customers, in the Customer’s time zone. For additional details on SLAs, supported languages and support schedules, please reference the Support Terms and Conditions for all our Support Plans. For more details, please see our Support and SLA Policy.

***Local language support for Incidents is only provided during Business Days for the respective country.

Success Tiers purchased on a quote apply to all Software purchased by the Customer, except for third-party products. The fee for Success Tiers is calculated as a percentage of the fees paid for such software. If Customer purchases additional software, Customer agrees to pay the negotiated Success Tier fee for additional software purchased.

Incident support call center: UiPath agents will document the Incident and route it to the appropriate support team. Customers can use Call Center Phone Access to follow up and escalate cases. Toll-free numbers are available in the Customer Portal.

Root cause analysis for Urgent Incidents: UiPath agents will provide root cause analysis where Incidents have an Urgent priority level and are resolved. Any findings will be delivered via the Customer Portal.

For prior support schedules for Premium Support and Premium Plus Support, please see this page.

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