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Blue Prism’s global customer support provides my business with access to industry expertise to underpin my digital workforce investment. They help me scale in a practical and secure way and are always there as a trusted advisor.
Doug Smith Business Operations Manager
Having that vendor support is critical to rolling out automated processes at speed. I needed rapid expansions of Digital Worker power; I needed changes made to the database size to improve performance; and it was done in an instant. Sometimes it was done before I realized. I see Blue Prism not necessarily as a vendor, but more as a partner. And having the right partner has been of great support at a time when we needed it.
NHS
The customer service has been amazing. When we raise tickets, the team is quick to respond and continues to stay engaged and answer questions.
Katie Hitzeman Process Automation Manager, Ohio’s Hospice

The Right Support for Your Business

Production Maintenance and Support

Production Maintenance and Support gives you peace of mind for all your important processes. You’ll benefit from response service level agreements (SLAs) and have access to the wider SS&C Blue Prism product portfolio as part of the license agreement.

Business-Critical Maintenance and Support

Business-Critical Maintenance and Support is ideal for business-critical process automations and need 24x7 live support for high-priority issues. Enjoy a heightened response, target-resolution SLAs and access to the wider SS&C Blue Prism product portfolio as part of the license agreement.

Our support team is ready to help you.

Access the Customer Portal

Support Tiers

Production Business-Critical
Knowledge Support Calls 5 hrs. 10 hrs.
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 10 50
Support Hours 7am to7pm - Mon-Fri 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 SS&C Blue Prism portfolio of products, including Automation Lifecycle Management, Decipher IDP*, Interact, Decision, Process Intelligence**, and the SS&C Blue Prism Accelerators for use with SAP® ERP.

Access to Additional Products

Product Description Production Business-Critical Licensed Separately
SS&C | Blue Prism® Enterprise Access everything you need to build, delegate, and control your digital workforce
SS&C | Blue Prism® Cloud Fully-managed IA platform delivered through the cloud
SS&C | Blue Prism® Capture Enables anyone to accurately record a process and rapidly generate an automation prototype
SS&C | Blue Prism® Process Assessment Tool Answers critical questions and sets you on path to create a consistent pipeline
SS&C | Blue Prism® Decipher IDP* Process and digitize documents through optical character recognition, including validation to increase data quality
SS&C | Blue Prism® Hub Interface to help manage your automation lifecycle
SS&C | Blue Prism® Interact Enable digital workers to collaborate with people using this easy-to-use attended automation platform
SS&C | Blue Prism® ALM Scalable operating model for enterprise-ready automations, using the power of Wireframer and reusable templates to quickly design better quality automations
SS&C | Blue Prism® Decision Automate more complex processes by using machine learning
SS&C | Blue Prism® Process Intelligence** powered by ABBYY Timeline End-to-end solution for process and task mining
SS&C | Blue Prism® Desktop Automate repetitive tasks that must run on an employee desktop
SS&C | Blue Prism® Learning Edition Receive 180 days of learning with 1 digital worker, 2 sessions and 5 published processes
SS&C | Blue Prism® Trial Edition 30-days of on-premises access to the enterprise product
SS&C | Blue Prism® SAP ERP Accelerators Pre-built automations save development time
Salesforce Power Pack Bidirectional connector leverages IA directly within your Salesforce environment

* For Business-Critical and Production Support customers with SS&C Blue Prism Enterprise only.

** 30-day trial license included with paid Support package.

Customer Success Services

Assessments

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.

Assurances

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.

Mentoring

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.

Learn more about Success Services

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