UIPATH SUPPORT PROGRAMS

Choose the support program
that’s right for you

Standard Support

Get your technical questions answered by our on-demand support team.
The Standard Support program comes free with all licensed products and will give you webform access to our technical support team.

Premium Support

Get started faster with UiPath and ensure your team a smoother automation journey.

Premium Support gives you accelerated service and preventative care for infrastructure and assistance with installs and upgrades in addition to live contact center access.

Upgrade to Premium Support

Premium Plus Support

Give your team a designated Technical Account Manager (TAM) and expand your automation program faster.

Our Premium Plus Support program provides all the benefits of the Premium Support plan, plus technical guidance and hands-on support customized to your environment and objectives.

Upgrade to Premium Plus Support

Compare Support Programs

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Standard Support

Premium

Premium Plus

Pricing

Pricing

  • Included in license pricing

Pricing

  • Paid option

Pricing

  • Paid option

Offerings

Offerings

Offerings

Offerings

Incident diagnosis and rectification

Incident diagnosis and rectification

Incident diagnosis and rectification

Incident diagnosis and rectification

Responses to service requests

Responses to service requests

Responses to service requests

Responses to service requests

Provision of docs, newsletters

Provision of docs, newsletters

Provision of docs, newsletters

Provision of docs, newsletters

Provision of improvements

Provision of improvements

Provision of improvements

Provision of improvements

Mission-critical support

Mission-critical support

-

Mission-critical support

Mission-critical support

Root cause analysis for P1

Root cause analysis for P1

-

Root cause analysis for P1

Root cause analysis for P1

Installation & upgrade assistance

Installation & upgrade assistance

-

Installation & upgrade assistance

Installation & upgrade assistance

Infrastructure audit & analysis

Infrastructure audit & analysis

-

Infrastructure audit & analysis

Infrastructure audit & analysis

Designated resource, TAM

Designated resource, TAM

-

Designated resource, TAM

-

Designated resource, TAM

Quarterly review & support planning

Quarterly review & support planning

-

Quarterly review & support planning

-

Quarterly review & support planning

Platform governance & security advisory

Platform governance & security advisory

-

Platform governance & security advisory

-

Platform governance & security advisory

Support operating model assistance

Support operating model assistance

-

Support operating model assistance

-

Support operating model assistance

Platform capabilities workshop​s & demonstrations

Platform capabilities workshop​s & demonstrations

-

Platform capabilities workshop​s & demonstrations

-

Platform capabilities workshop​s & demonstrations

Knowledge sharing across federated & global teams

Knowledge sharing across federated & global teams

-

Knowledge sharing across federated & global teams

-

Knowledge sharing across federated & global teams

Key benefit & value tracking assistance

Key benefit & value tracking assistance

-

Key benefit & value tracking assistance

-

Key benefit & value tracking assistance

Customized enablement plans

Customized enablement plans

-

Customized enablement plans

-

Customized enablement plans

Code advisory, review, & optimization​

Code advisory, review, & optimization​

-

Code advisory, review, & optimization​

-

Code advisory, review, & optimization​

Professional & citizen developer coaching

Professional & citizen developer coaching

-

Professional & citizen developer coaching

-

Professional & citizen developer coaching

Best practice analysis & coaching

Best practice analysis & coaching

-

Best practice analysis & coaching

-

Best practice analysis & coaching

Reusable components planning & implementation support

Reusable components planning & implementation support

-

Reusable components planning & implementation support

-

Reusable components planning & implementation support

Platform maintenance assistance

Platform maintenance assistance

-

Platform maintenance assistance

-

Platform maintenance assistance

Product roadmap review & alignment to business objectives

Product roadmap review & alignment to business objectives

-

Product roadmap review & alignment to business objectives

-

Product roadmap review & alignment to business objectives

DevOps model planning & implementation support

DevOps model planning & implementation support

-

DevOps model planning & implementation support

-

DevOps model planning & implementation support

Scalability planning & implementation support

Scalability planning & implementation support

-

Scalability planning & implementation support

-

Scalability planning & implementation support

3rd party product integration support

3rd party product integration support

-

3rd party product integration support

-

3rd party product integration support

Customer product improvement advocacy

Customer product improvement advocacy

-

Customer product improvement advocacy

-

Customer product improvement advocacy

Out-of-hours planned support​

Out-of-hours planned support​

-

Out-of-hours planned support​

-

Out-of-hours planned support​

Automation program technical health checks

Automation program technical health checks

-

Automation program technical health checks

-

Automation program technical health checks

First response time SLA

First response time SLA

standard

First response time SLA

accelerated

First response time SLA

accelerated

Customer Support Portal

Customer Support Portal

Customer Support Portal

Customer Support Portal

Self-service

Self-service

Self-service

Self-service

Case management

Case management

Case management

Case management

Knowledge base

Knowledge base

Knowledge base

Knowledge base

Preventative care requests

Preventative care requests

-

Preventative care requests

Preventative care requests

Toll-free numbers

Toll-free numbers

-

Toll-free numbers

Toll-free numbers

On-site support

On-site support

-

On-site support

-

On-site support

Case to case basis

Priority Level

Priority Level

Targeted Response Time Service Window

Priority Level

Targeted Response Time Service Window

Priority Level

Targeted Response Time Service Window

1 - Urgent

1 - Urgent

2 hours

24x7

1 - Urgent

1 hour

24x7

1 - Urgent

1 hour

24x7

2 - High

2 - High

8 hours

24x7*

2 - High

4 hours

24x7

2 - High

4 hours

24x7

3 - Normal

3 - Normal

-

8x5

3 - Normal

8 hours

24x7*

3 - Normal

8 hours

24x7*

4 - Low

4 - Low

-

8x5

4 - Low

2 business days**

-

4 - Low

2 business days**

-

Languages supported

Languages supported

  • English only

Languages supported

  • English 24x7
  • Spanish, French, German, Russian, Mandarin, Japanese, Korean, Thai*** - 8x5

Languages supported

  • English 24x7
  • Spanish, French, German, Russian, Mandarin, Japanese, Korean, Thai*** - 8x5

Customer touchpoint

Customer touchpoint

  • Product support webform
  • Customer portal (limited features)

Customer touchpoint

  • Product support webform
  • Customer portal
  • Contact center

Customer touchpoint

  • Product support webform
  • Customer portal
  • Contact center
  • Designated TAM (email & onsite)

Contact Sales Contact Sales

*Will be worked 24/7 where the customer commits their availability in writing to work outside of business hours.

**Business Days means, for the purpose of this Policy, a daily 8-hour period, from Monday to Friday and excluding public holidays, (i) for US Federal Customers: (a) between 12.30 PM and 9:30 PM GMT for US East Coast and (b) between 4:00 PM and 1:00 AM GMT for US West Coast, and (ii) between 9:00 AM and 6:00 PM for any other Customers, in the Customer's timezone. For additional details on SLAs, supported languages and support schedules, please reference the Support Terms and Conditions for all our Support Plans in the See our support and SLA policy link below.

***Local language support only provided during Business Days for the respective country.

 

See our support and SLA policy Privacy policy

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