Blue Prism offers a three-tiered support program so you can choose the best fit for your RPA objectives and requirements. PRODUCTION SUPPORT • The correct level of support if you have any number of digital workers operating in a production environment • Live support from 7AM to 7PM in your time zone BUSINESS-CRITICAL SUPPORT • Best if you need 24x7 live support for high priority issues and 24x5 support for all other issues • Support across multiple time zones • Defined resolution targets • 12 months extended support for end of life releases BASIC SUPPORT • Suitable where small numbers of digital workers are performing non-critical tasks or if you are experimenting with intelligent automation • Support is obtained through self-service and no SLAs are available Blue Prism’s Support Program INFORMATION Jump start connected-RPA success with expert support and guidance Blue Prism | Support Program
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Blue Prism offers a three-tiered support program so you can choose the best fit for your RPA objectives and requirements.
PRODUCTION SUPPORT• The correct level of support if you have any number of digital workers operating in a production environment• Live support from 7AM to 7PM in your time zone
BUSINESS-CRITICAL SUPPORT• Best if you need 24x7 live support for high priority issues and 24x5 support for all other issues• Support across multiple time zones• Defined resolution targets• 12 months extended support for end of life releases
BASIC SUPPORT• Suitable where small numbers of digital workers are performing non-critical tasks or if you are experimenting with intelligent automation• Support is obtained through self-service and no SLAs are available
Blue Prism’s Support Program
INFORM ATION
Jump start connected-RPA success with expert support and guidance
Blue Prism | Support Program
Blue Prism’s Three-Tiered Support Program We’re proud to offer three enhanced tiers of support and guidance designed to meet your needs at every stage of the connected-RPA journey.
– Blue Prism e-Learning
– Community Participation
– Digital Support Access
– Maintenance Releases
– New Releases
– 24-hour x 5-day Live Support
– 50 Nominated Contacts
– Priority 1 Issues get 24-hour Support
– Priority 1 Issues get 30-minute Response
– Priority 1 Issues get 12-hour Target Resolution
– Priority 2 Issues get 36-hour Target Resolution
– Priority 2 Issues get 2-hour Response
– Regular SLA Reviews1
– Live-Chat2
– 12-Month EOL support3
– 10 calls to Expert Connect4
BUSINESS-CRITICAL SUPPORT
– Blue Prism e-Learning
– Community Participation
– Digital Support Access
– Maintenance Releases
– New Releases
– 12-hour x 5-day Live Support
– 10 Nominated Contacts
– Priority 1 Issues get 1-hour Response
– Priority 2 Issues get 4-hour Response
– 5 calls to Expert Connect4
PRODUCTION SUPPORT
– Blue Prism e-Learning
– New Releases
– Community Participation
– Digital Support Access
– Maintenance Releases
BASIC SUPPORT
Blue Prism’s support program is designed to ensure every customer has access to timely and comprehensive support every step of the way.
1 Quarterly SLA Reviews – For customers that have the requisite support level, Blue Prism will appoint a Support Relationship Manager (SRM) to hold quarterly reviews. (This may be replaced by Customer Success where a Customer Success resource has been appointed.)2 Live Chat (Available Q2-20) – Blue Prism will be introducing a conversational chatbot to help customers find solutions to problems. 3 EOL Support – Provides an additional 12 months of support beyond the official end of life date for any release.4 Expert Connect– Receive dedicated time from one of our experts to learn more about any chosen subject. Available for new customers and renewals only, after November 1, 2019.
