Your success is our mission

Urgent

A major production error within the UiPath platform that severely impacts the UiPath RPA platform usage for production purposes, such as the loss of production data or preventing most users from performing business-critical work.​

High

An error within the UiPath platform where the production system is functioning but at a reduced capacity limiting productivity, preventing a large number of users from performing their tasks, or experiencing interruptions in service.​

Medium

A medium- to low-impact issue that involves partial and/or non-critical loss of functionality for production purposes. For example, a problem impacting a single robot but allowing most ​customer operations to continue.

Low

Low impact error that involves non-critical loss of functionality in production, testing, training, ​or development scenarios.​

Regional support

Local language support for incidents is only provided during business days for the respective country (Spanish, French, German, Mandarin, Japanese, Korean, Thai)​

Resolution management

The resolution manager (RM) triages critical issues raised through the escalation system, supporting customer success. RMs improve service quality through performance analysis, and collaborating with teams to enhance processes, training, and product support.

Action plan and root cause analysis for urgent incidents

UiPath tech support will provide corrective action plan and root cause analysis where incidents have an urgent priority level. Any findings will be delivered via the Customer Portal.

Extended support after product end-of-life

In addition to 2 years of mainstream support, paid tier customer get another 2 years of extended support. Extended support includes critical troubleshooting and bug fixing. More details here.

Named Customer Portal contacts

Number of contacts that can be added in the UiPath Customer Portal

Communication channels

Web/email only includes a product support webform and Customer Portal (limited features).

Webinars on new capabilities and best practices

Technical and program advisory webinars on best practices and the latest product capabilities.

Designated support pool

Designated Support Engineer pools are a curated subset of UiPath’s senior support engineers allocated to supporting our Gold and Platinum customers.

Assigned support manager

Assigned support managers serve as the point of contact for account-level support concerns and escalations.

Platform installation & upgrades assistance

Assistance with installing the platform or upgrading the platform to a newer version, if requested by a customer.

Discounted instructor-led training

Instructor-led training on UiPath product capabilities delivered by the Professional Services team.

Learning credits for certification

Learning credits for UiPath certification

Discounted service offerings

Discounts for UiPath professional services

Designated resources

A technical account manager (TAM) to be assigned to each Platinum customer to provide technical advisory on automating business processes with UiPath products.