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Blue Prism’s global customer support provides my business with access to industry expertise to underpin my digital workforce investment. They help me scale in a practical and secure way and are always there as a trusted advisor.
Doug Smith Business Operations Manager
Having that vendor support is critical to rolling out automated processes at speed. I needed rapid expansions of Digital Worker power; I needed changes made to the database size to improve performance; and it was done in an instant. Sometimes it was done before I realized. I see Blue Prism not necessarily as a vendor, but more as a partner. And having the right partner has been of great support at a time when we needed it.
NHS
The customer service has been amazing. When we raise tickets, the team is quick to respond and continues to stay engaged and answer questions.
Katie Hitzeman Process Automation Manager, Ohio’s Hospice

The Right Support for Your Business

Business-Critical Support*

Suitable for your business-critical workloads, Business-Critical Support gives you access to the wider Blue Prism product portfolio as part of the license agreement. You’ll also benefit from heightened response and target-resolution SLAs, as well as dedicated incident management and support relationship management that better supports digital workforce adoption.

Production Support*

If you’re planning to manage important workloads that will operate within a production deployment, Production Support is right for you. As a customer with Production Support, you will benefit from response SLAs and access to expert professional services to guide your implementation of best practices. This support tier also gives you access to the wider product portfolio as part of the license agreement.

Basic Support

Basic Support is suitable for you if you’re currently in an exploratory or proof-of-concept scenario where workloads delivered by the digital workforce do not need to be underpinned by a service level agreement or availability criteria.

Icon Community Support

Community Support

If you’re new to Blue Prism, joining the Blue Prism Community is imperative. You can gain insight, learn best practices, get access to our unique knowledge base, and get answers to questions related to a wide range of topics, business scenarios and products. Questions posted to the community are answered by a mix of end users, partners, and Blue Prism experts.

Learn More

Our support team is ready to help you.

Access the Customer Portal

Support Tiers

Community Support Basic Support Production Support* Business Critical Support*
Expert Connect Calls 5 10
Support Relationship Manager
Incident Manager
Live Chat
EOL Support Extension 12 months
P1 Issue Target Resolution SLA 12 hrs.
P1 Issue Response SLA 1 hr. 30 min.
P2 Issue Target Resolution SLA 36 hrs.
P2 Issue Response SLA 4 hrs. 2 hrs.
Nominated Contacts 3 10 50
Support Hours 9-5 7-7 24/7 (P1)
24/5 (P2-4)
Digital Support Access
New Releases
Maintenance Releases
eLearning
Community Participation

*Customers with Production or Business-Critical Support receive access to the Blue Prism portfolio of products, including: Capture, Process Assessment Tool, Automation Lifecycle Management, Decipher IDP, Interact, Decision, Process Intelligence and the Blue Prism Accelerators for use with SAP® ERP.

Customer Success Services

Assessments

Discover processes, identify roadblocks, implement best practices, or assess your technical infrastructure. Our Assessments are designed to give you a robust overview of your current automation environment, highlighting steps you can take to deliver more business value with your digital workforce.

Assurances

You’ve invested a lot of time and resources into intelligent automation, and you’re expecting to achieve results. Our Assurance Packages serve as consultancy services customized to ensure your digital workforce delivers value.

Mentoring

Every customers’ automation journey is unique. That's why we’ve created a variety of customizable mentoring packages that allocate an intelligent automation SME from the Blue Prism team to become a part of yours for a pre-determined amount of time - providing guidance, mentorship, and other services, as needed and agreed upon.

Learn more about Success Services

Take Me There

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