Automation Anywhere – Technical Support Document

Automation Anywhere (AAI) is committed to offering our global subscription customers

(Licensee) a technical support program with a comprehensive support plan. Our support plans are
designed to help you get the answers you need, when you need them, maximizing your investment
in Automation Anywhere.

Annual Helpdesk Support Plan

Features 24x7 Helpdesk Support
Current version through immediately
Supported versions
prior major release
Hours of operation 24X7
Method of access Phone / Email
Response Method Phone / Email
Response Time 8–48 Hours (Based upon Severity)
Language of support English
Remote access to user’s machine If requested by user

Access to forums and online resources Yes

Number of designated contacts who can 6
raise tickets

Automation Anywhere follows an incident based Technical Support model. Our in-house Support
Team can be reached through the following channels.

Phone 1 888 484 3535 Ext – 3 (US Toll Free) 1 408.834.7676 x 3 (International)
Email [email protected]
Web https://www.automationanywhere.com/support/contact-support
Chat https://www.automationanywhere.com/support/contact-support - Click ‘Chat Now’

url:
u Sales hotline: Address: automationanywhere.com
Toll Free (USA): 1.888.484.3535 PO Box 41363
International Customers: San Jose, CA 95160
Email:
1.408.834.7676 [email protected]
 Automation Anywhere – Technical Support Document

Severity Levels – Support SLA

Support Levels 2016

Severity
Severity 1 Severity 2 Severity 3
Level
Any problem(s) which renders Any problem(s) which has a Any problem(s) which are
the product unusable to the significant impact on business user specific and do not
Licensee. These are problems production; However, Licensee have a direct impact on
related to the product for can continue business operations business production. The
which there is no alternate in a restricted manner. These are Software is usable and
solution available. the problems related to the causes only minor
components of the product inconvenience.
Ex: Production goes down which are being faced or
since the Software does encountered by multiple users at Ex: Questions pertaining to
not function at all. Licensee is the same time. the usage of the software,
unable to open/launch or bring best practices, help
the software to a usable state Ex: One of the components of documentation and other
Definition resulting in a major impact on the software is not performing as minor errors encountered
Licensee’s operations. expected or is giving unexpected while working with the
results/output. software.
Assumes that affected
Software functions were Assumes that affected Software
already successfully tested in functions were already
Licensee’s Development and successfully tested in Licensee’s
Test environment and were Development and Test
also working successfully in environment and were also
Production environment prior working successfully in
to Severity 1 error occurring in Production environment prior to
Production environment. Severity 2 error occurring in
Production environment
24x7 (24 hours a day; 7 days a 24x7 (24 hours a day; 7 days a 24x7 (24 hours a day; 7
Coverage
week) week) days a week)
Response 8 hour: call-back or electronic 1 Business Day: call-back or 2 Business Days: call-back
time reply electronic reply or electronic reply

Immediate steps shall be Severity 3 errors shall be

taken toward solving the Immediate steps shall be taken researched within 5
errors. to address the problem. Business Days of the first
AAI will work with the AAI will work with the Licensor response.
Error Licensee to address Severity Licensee to address Production
Resolution 1 matters until a solution is matters until solution is
or available or a Workaround is available or workaround is
Workaround provided. provided.
Delivery In case a Workaround is In case a Workaround is
Procedure provided, Vendor will provided, AAI will downgrade
downgrade the severity of the severity of the Ticket in
the ticket in agreement with agreement with Licensee to get
Licensee to get the permanent fix in future
permanent fix in future

url:
u Sales hotline: Address: automationanywhere.com
Toll Free (USA): 1.888.484.3535 PO Box 41363
International Customers: San Jose, CA 95160
Email:
1.408.834.7676 [email protected]
 Automation Anywhere – Technical Support Document

As appropriate As appropriate As appropriate

Permanent
(may be included in the future (may be included in the future (may be included in the
Fix
software release depending on software release depending on future software release
Objective
the issue) the issue) depending on the issue)

Helpdesk

You can log in to our helpdesk portal by clicking on the link given below
https://automationanywhere.zendesk.com/home

In order to use Support you need Sign-up to Helpdesk of Automation Anywhere – Please click
on the link given below https://automationanywhere.zendesk.com/registration & fill out this
form.
You will get a welcome email to verify your email address and once you verified you will have
access to the helpdesk.

- You get a ticket id for all your support request raised

- You get an opportunity to share your feedback for the support experience you had with
our experts

- A profile for your Organization can be created - On Request by sending email to

[email protected]

- View your Ticket History – By clicking on your Organization Tab in our help desk portal
Provides you a comprehensive list of your Support Tickets.

- You can view the list of tickets – Pending / Open & Closed.

Terms and Conditions:

Response Time: Response time is defined as the time elapsed between a problem being
reported (ticket created) and the problem being acknowledged by a Support
Representative to initiate support activities. Every effort will be invested to immediately
respond to and work towards a potential solution for the problems reported.
Designated Contacts: Access to Support by telephone is limited to your designated
contacts. This allows for a centralized and efficient communication channel and it
ensures that only your authorized personnel are exposed to your sensitive security-related
information.
Above severity levels would not be applicable for any feature requests or enhancements

url:
u Sales hotline: Address: automationanywhere.com
Toll Free (USA): 1.888.484.3535 PO Box 41363
International Customers: San Jose, CA 95160
Email:
1.408.834.7676 [email protected]
 Automation Anywhere – Technical Support Document

Scope of Support

The Support team will be able to help you if you face any problems with existing
automations. However, if you want us to modify / rebuild the task for you, you will need
to work with our Expert Services team, which will be chargeable Professional Services,
not covered under Support.
Support includes understanding use of a specific feature of the product, assistance with a
specific problem or error message.

Legal Notice:

Support is conditioned on Licensee’s compliance with terms of applicable subscription license

agreement, including the full payment of Subscription Fees. AAI will provide Support in
accordance with its then-current support policy. Licensee agrees that AAI may in its sole
discretion provide, but Licensee has no right to: (a) Support for Software that has been modified
by any party other than AAI, or that has been improperly installed or used in a manner other than
as set forth in the Documentation and authorized under this Agreement; or (b) any major release
of the Software other than current version through immediately prior major release made available
by AAI.

url:
u Sales hotline: Address: automationanywhere.com
Toll Free (USA): 1.888.484.3535 PO Box 41363
International Customers: San Jose, CA 95160
Email:
1.408.834.7676 [email protected]