UIPATH SUPPORT PROGRAMS
Choose the support program that's right for you
Choose the Success tier that is right for you
Standard Support
Get your technical questions answered by our on-demand support team.
The Standard Support program comes free with all licensed products and will give you webform access to our technical support team.
Premium Support
Get started faster with UiPath and ensure your team a smoother automation journey.
Premium Support gives you accelerated service and preventative care for infrastructure and assistance with installs and upgrades in addition to live contact center access.
Premium Plus Support
Give your team a designated Technical Account Manager (TAM) and expand your automation program faster.
Our Premium Plus Support program provides all the benefits of the Premium Support plan, plus technical guidance and hands-on support customized to your environment and objectives.
Compare Support Programs
Standard Support | Premium | Premium Plus | |
|---|---|---|---|
Pricing | Included in license pricing | Paid option | Paid option |
Offerings | |||
Incident diagnosis and rectification | ✓ | ✓ | ✓ |
Responses to service requests | ✓ | ✓ | ✓ |
Provision of docs, newsletters | ✓ | ✓ | ✓ |
Provision of improvements | ✓ | ✓ | ✓ |
Mission-critical support | — | ✓ | ✓ |
Root cause analysis for P1 | — | ✓ | ✓ |
Installation & upgrade assistance | — | ✓ | ✓ |
Infrastructure audit & analysis | — | ✓ | ✓ |
Designated resource, TAM | — | — | ✓ |
Quarterly review & support planning | — | — | ✓ |
Platform governance & security advisory | — | — | ✓ |
Support operating model assistance | — | — | ✓ |
Platform capabilities workshops & demonstrations | — | — | ✓ |
Knowledge sharing across federated & global teams | — | — | ✓ |
Key benefit & value tracking assistance | — | — | ✓ |
Customized enablement plans | — | — | ✓ |
Code advisory, review, & optimization | — | — | ✓ |
Professional & citizen developer coaching | — | — | ✓ |
Best practice analysis & coaching | — | — | ✓ |
Reusable components planning & implementation support | — | — | ✓ |
Platform maintenance assistance | — | — | ✓ |
Product roadmap review & alignment to business objectives | — | — | ✓ |
DevOps model planning & implementation support | — | — | ✓ |
Scalability planning & implementation support | — | — | ✓ |
3rd party product integration support | — | — | ✓ |
Customer product improvement advocacy | — | — | ✓ |
Out-of-hours planned support | — | — | ✓ |
Automation program technical health checks | — | — | ✓ |
First response time SLA | standard | accelerated | accelerated |
Customer Support Portal | |||
Self-service | ✓ | ✓ | ✓ |
Case management | ✓ | ✓ | ✓ |
Knowledge base | ✓ | ✓ | ✓ |
Preventive care requests | — | ✓ | ✓ |
Toll-free numbers | — | ✓ | ✓ |
On-site support | — | — | Case by case basis |
Standard Support < slide > | Premium < slide > | Premium Plus < slide > | |||
|---|---|---|---|---|---|
Pricing | Included in license pricing | Pricing | Paid option | Pricing | Paid option |
Offerings | Offerings | Offerings | |||
Incident diagnosis and rectification | ✓ | Incident diagnosis and rectification | ✓ | Incident diagnosis and rectification | ✓ |
Responses to service requests | ✓ | Responses to service requests | ✓ | Responses to service requests | ✓ |
Provision of docs, newsletters | ✓ | Provision of docs, newsletters | ✓ | Provision of docs, newsletters | ✓ |
Provision of improvements | ✓ | Provision of improvements | ✓ | Provision of improvements | ✓ |
Mission-critical support | — | Mission-critical support | ✓ | Mission-critical support | ✓ |
Root cause analysis for P1 | — | Root cause analysis for P1 | ✓ | Root cause analysis for P1 | ✓ |
Installation & upgrade assistance | — | Installation & upgrade assistance | ✓ | Installation & upgrade assistance | ✓ |
Infrastructure audit & analysis | — | Infrastructure audit & analysis | ✓ | Infrastructure audit & analysis | ✓ |
Designated resource, TAM | — | Designated resource, TAM | — | Designated resource, TAM | ✓ |
Quarterly review & support planning | — | Quarterly review & support planning | — | Quarterly review & support planning | ✓ |
Platform governance & security advisory | — | Platform governance & security advisory | — | Platform governance & security advisory | ✓ |
Support operating model assistance | — | Support operating model assistance | — | Support operating model assistance | ✓ |
Platform capabilities workshops & demonstrations | — | Platform capabilities workshops & demonstrations | — | Platform capabilities workshops & demonstrations | ✓ |
Knowledge sharing across federated & global teams | — | Knowledge sharing across federated & global teams | — | Knowledge sharing across federated & global teams | ✓ |
Key benefit & value tracking assistance | — | Key benefit & value tracking assistance | — | Key benefit & value tracking assistance | ✓ |
Customized enablement plans | — | Customized enablement plans | — | Customized enablement plans | ✓ |
Code advisory, review, & optimization | — | Code advisory, review, & optimization | — | Code advisory, review, & optimization | ✓ |
Professional & citizen developer coaching | — | Professional & citizen developer coaching | — | Professional & citizen developer coaching | ✓ |
Best practice analysis & coaching | — | Best practice analysis & coaching | — | Best practice analysis & coaching | ✓ |
Reusable components planning & implementation support | — | Reusable components planning & implementation support | — | Reusable components planning & implementation support | ✓ |
Platform maintenance assistance | — | Platform maintenance assistance | — | Platform maintenance assistance | ✓ |
Product roadmap review & alignment to business objectives | — | Product roadmap review & alignment to business objectives | — | Product roadmap review & alignment to business objectives | ✓ |
DevOps model planning & implementation support | — | DevOps model planning & implementation support | — | DevOps model planning & implementation support | ✓ |
Scalability planning & implementation support | — | Scalability planning & implementation support | — | Scalability planning & implementation support | ✓ |
3rd party product integration support | — | 3rd party product integration support | — | 3rd party product integration support | ✓ |
Customer product improvement advocacy | — | Customer product improvement advocacy | — | Customer product improvement advocacy | ✓ |
Out-of-hours planned support | — | Out-of-hours planned support | — | Out-of-hours planned support | ✓ |
Automation program technical health checks | — | Automation program technical health checks | — | Automation program technical health checks | ✓ |
First response time SLA | standard | First response time SLA | accelerated | First response time SLA | accelerated |
Customer Support Portal | Customer Support Portal | Customer Support Portal | |||
Self-service | ✓ | Self-service | ✓ | Self-service | ✓ |
Case management | ✓ | Case management | ✓ | Case management | ✓ |
Knowledge base | ✓ | Knowledge base | ✓ | Knowledge base | ✓ |
Preventive care requests | — | Preventive care requests | ✓ | Preventive care requests | ✓ |
Toll-free numbers | — | Toll-free numbers | ✓ | Toll-free numbers | ✓ |
On-site support | — | On-site support | — | On-site support | Case by case basis |
Priority Level | Targeted Response Time | Service Window | Targeted Response Time | Service Window | Targeted Response Time | Service Window | |
1 - Urgent | 2 hours | 24x7 | 1 hour | 24x7 | 1 hour | 24x7 | |
2 - High | 8 hours | 24x7* | 4 hours | 24x7 | 4 hours | 24x7 | |
3 - Normal | — | 8x5 | 8 hours | 24x7* | 8 hours | 24x7* | |
4 - Low | — | 8x5 | 2 business days** | — | 2 business days** | — |
Priority Level | Priority Level | Targeted Response Time | Priority Level | Service Window | Priority Level | Targeted Response Time | Priority Level | Service Window | Priority Level | Targeted Response Time | Priority Level | Service Window | |
1 - Urgent | 1 - Urgent | 2 hours | 1 - Urgent | 24x7 | 1 - Urgent | 1 hour | 1 - Urgent | 24x7 | 1 - Urgent | 1 hour | 1 - Urgent | 24x7 | |
2 - High | 2 - High | 8 hours | 2 - High | 24x7* | 2 - High | 4 hours | 2 - High | 24x7 | 2 - High | 4 hours | 2 - High | 24x7 | |
3 - Normal | 3 - Normal | — | 3 - Normal | 8x5 | 3 - Normal | 8 hours | 3 - Normal | 24x7* | 3 - Normal | 8 hours | 3 - Normal | 24x7* | |
4 - Low | 4 - Low | — | 4 - Low | 8x5 | 4 - Low | 2 business days** | 4 - Low | — | 4 - Low | 2 business days** | 4 - Low | — | |
Languages supported | • English only | • English 24x7 | • English 24x7 |
Customer touchpoint | • Product support webform | • Product support webform | • Product support webform |
Languages supported | • English only | Languages supported | • English 24x7 | Languages supported | • English 24x7 |
Customer touchpoint | • Product support webform | Customer touchpoint | • Product support webform | Customer touchpoint | • Product support webform |
*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.
***Local language support only provided during Business Days for the respective country.
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