UIPATH SUCCESS TIERS
Whatever support you need, we've got you covered
Unlock your potential through our comprehensive support with success tiers
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.
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.
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.
| 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.
| 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 | English 24x7 |
Customer touchpoint | • Product support webform | • Customer portal | • Customer portal |
Basic < slide > | 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 | Languages supported | English 24x7 |
Customer touchpoint | • Product support webform | Customer touchpoint | • Customer portal | Customer touchpoint | • Customer portal |
*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.
Elevate your automation game and achieve success at every level with UiPath success tiers
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