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.
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 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.
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.
| Community Support | Basic Support | Production Support* | Business Critical Support* | |
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| Expert Connect Calls | 5 | 10 | ||
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| 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) |
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*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.
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.
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.
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.
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