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* | |
|---|---|---|---|---|
| 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 Suite, Decipher IDP, Interact and the Blue Prism Accelerators for use with SAP® ERP
Whether you need to identify an automation roadblock or just want to ensure you’re implementing best practices as you go, our Assessments are designed to give you a robust overview of your current automation environment and customized, actionable 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.
Becoming an agile enterprise means operating as a seamless mix of digital workers, human workers, and systems dynamically automating processes everywhere from the back office to the customer experience. You can do this with Blue Prism's intelligent digital workers that are versatile, autonomous, self-organizing, and secure. As a result, you gain better insight and control over the work, create new and transformative ways to operate, and empower people to focus on work that truly matters.
©2021 Blue Prism Limited. “Blue Prism”, the “Blue Prism” logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited and its affiliates. All Rights Reserved.
If your network blocks YouTube, you may not be able to view the video on this page. In this case, please use another device. Pressing play on the video will set third-party YouTube cookies. Please read our Cookies Policy for more information.
Log In
English
