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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

Eligible end users

Eligible end users

  • All UiPath Customers
  • All UiPath partners

Eligible end users

  • Customers
  • Partner (as end customers) except BPOs
  • Resellers (no service provided)

Eligible end users

  • Customers
  • Partners (reseller and implementation)
  • BPOs

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 review

Infrastructure review

-

Infrastructure review

Infrastructure review

Designated TAM

Designated TAM

-

Designated TAM

-

Designated TAM

Automation program support

Automation program support

-

Automation program support

-

Automation program support

Accelerating & scaling automation

Accelerating & scaling automation

-

Accelerating & scaling automation

-

Accelerating & scaling automation

Quarterly review & service planning

Quarterly review & service planning

-

Quarterly review & service planning

-

Quarterly review & service planning

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

Service window

Service window

  • 24/7 for P1 cases
  • 24/5 for other cases

Service window

  • 24/7 for all cases

Service window

  • 24/7 for all cases

Priority Level

Priority Level

Priority Level

Priority Level

1 - Urgent

1 - Urgent

2 hours

1 - Urgent

1 hour

1 - Urgent

1 hour

2 - High

2 - High

8 hours

2 - High

4 hours

2 - High

4 hours

3 - Normal

3 - Normal

-

3 - Normal

8 hours

3 - Normal

8 hours

4 - Low

4 - Low

-

4 - Low

2 business days

Business day means an 8-hour time interval between 9:00 am and 6:00 pm, from Monday to Friday, in the customer’s time zone.

4 - Low

2 business days

Business day means an 8-hour time interval between 9:00 am and 6:00 pm, from Monday to Friday, in the customer’s time zone.

Languages supported

Languages supported

  • English
  • Japanese, Spanish, French, German, Russian, Mandarin (support is only during business day for respective country, except P1 cases)

Languages supported

  • English
  • Spanish, French, German, Russian, Mandarin (support is only during business day for respective country) (except P1 cases)

Languages supported

  • English
  • Spanish, French, German, Russian, Mandarin (support is only during business day for respective country) (except P1 cases)

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)

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