Are you finding that as your automation strategy scales, the complexity of managing your platform grows with it? When a critical process fails or you need expert guidance on architecture, having a robust support system isn't just a convenience—it's a strategic necessity. A world-class automation platform requires an equally powerful support structure to ensure resilience, drive adoption, and maximize your return on investment.
Automation Anywhere provides a comprehensive ecosystem of support designed to meet you wherever you are on your automation journey. This system extends far beyond simple break-fix solutions. It encompasses tiered technical assistance, proactive advisory services, and a vibrant community of peers and experts. By understanding the available resources, you can build a safety net that not only solves problems quickly but also accelerates your path to success, transforming your support team from a reactive cost center into a proactive partner in innovation.
Understanding the Tiers of Automation Anywhere Support
Automation Anywhere recognizes that every organization has unique needs, budgets, and technical requirements. To cater to this diversity, they offer a multi-tiered support structure, allowing you to choose the precise level of service your business demands. These plans range from essential coverage for smaller teams to dedicated, white-glove service for large-scale enterprise deployments.
The five primary support tiers are:
Orange: Foundational support for getting started.
Silver: Enhanced support with faster response times and phone access.
Gold: The most popular tier, introducing proactive advisory with a Technical Account Manager.
Platinum: Premium support with significantly faster responses and deeper advisory services.
Titanium: The ultimate level of support, featuring dedicated resources for mission-critical operations.
The key differentiators between these plans lie in four main areas: Product Support (response times based on issue severity), Regional Support (access and communication channels), Advisory Services (strategic guidance), and Additional Benefits (discounts and perks). Choosing the right plan involves assessing your production environment's criticality, your team's expertise, and your long-term strategic goals.
Comparing the Support Plans at a Glance
To make an informed decision, it’s helpful to see the features laid out side-by-side. The most significant differences often appear in the guaranteed initial response times for critical issues and the availability of a strategic technical advisor.
Feature Category | Detail | Orange | Silver | Gold (Most Popular) | Platinum | Titanium |
|---|---|---|---|---|---|---|
Product Support | Severity 1 (Critical) | 1 Business Day | <2h - 24x7 | <1h - 24x7 | <15m - 24x7 | <15m - 24x7 |
Severity 2 (High) | — | <4h - 8x5 | <2h - 8x5 | <1h - 8x5 | <1h - 8x5 | |
Severity 3 (Medium) | — | <12h - 8x5 | <8h - 8x5 | <4h - 8x5 | <4h - 8x5 | |
Severity 4 (Low) | — | <16h - 8x5 | <16h - 8x5 | <8h - 8x5 | <8h - 8x5 | |
Regional Support | Named Portal Contacts | Up to 2 | Up to 10 | Up to 20 | Up to 50 | Up to 100 |
Communication Channels | Web/Email Only | Calls and Web/Email | Calls and Web/Email | Calls and Web/Email | Calls and Web/Email | |
Advisory Services | Technical Account Manager | — | — | ✓ | ✓ | Dedicated |
Enterprise Architect | — | 10 hours | 40 hours | 80 hours | Dedicated | |
Guided Onboarding | — | ✓ | ✓ | ✓ | ✓ | |
Business Program Review | — | Annual | Quarterly | Monthly | Weekly | |
Developer Support | — | — | — | ✓ | ✓ | |
Additional Benefits | Service Offerings Discount | — | 5% | 10% | 15% | 15% |
Instructor-led Training | — | 5% | 10% | 15% | 15% | |
Imagine Pass | — | 1 | 2 | 3 | 3 |
Understanding Severity Levels
The "Severity" of an issue determines the urgency and impact on your business. Severity 1 (Critical) is reserved for complete production outages where the system is unusable. In contrast, Severity 4 (Low) covers minor errors, documentation questions, or feature requests. Your support plan's value is most evident in its guaranteed response time for high-severity incidents.
Beyond Break-Fix: The Power of Advisory Services
While fast response times are crucial for resolving immediate issues, the true value of premium support tiers lies in their proactive and strategic guidance. Automation Anywhere's Advisory Services are designed to help you optimize your platform, mitigate risks before they arise, and align your automation initiatives with business objectives. These services shift the support relationship from a reactive "firefighting" model to a collaborative partnership focused on long-term success.
At the heart of these services is the Technical Account Manager (TAM), available from the Gold tier upwards. A TAM acts as your strategic trusted advisor and internal advocate within Automation Anywhere. They gain a deep understanding of your environment, goals, and challenges, helping you drive higher utilization of the platform, accelerate ROI, and navigate your automation journey with confidence. For Titanium customers, this relationship becomes even more integrated with a dedicated TAM.
Deep Technical Guidance and Strategic Reviews
Beyond the TAM, higher tiers unlock access to Enterprise Architect Engagements. These are blocks of hours with expert architects who can provide deep technical guidance on a range of complex topics:
Platform Architecture and Scalability: Ensuring your infrastructure can handle future growth.
Infrastructure Health Checks: Proactively identifying potential bottlenecks or configuration issues.
Security and Governance: Implementing best practices to keep your automation ecosystem secure and compliant.
Disaster Recovery Planning: Building resilience into your automation operations.
Migration and Upgrade Advisory: Seamlessly transitioning to new versions or infrastructure with expert oversight.
These engagements are invaluable for organizations undertaking major architectural changes, scaling rapidly, or integrating automation into mission-critical workflows. The frequency of Business Program Reviews also increases with each tier, moving from annual check-ins to weekly meetings, ensuring constant alignment and progress tracking for the most demanding enterprise environments.
Premium advisory services transform your support plan from an insurance policy into an investment in excellence. They provide the architectural foresight and strategic expertise needed to not only fix what's broken but also to build a more resilient, efficient, and future-proof automation program.
Engaging with the Community and Self-Service Resources
Official technical support is only one piece of the puzzle. Automation Anywhere fosters a rich ecosystem of self-service resources and community-driven support, empowering users to find answers, share knowledge, and enhance their skills independently. These resources are available to all users, regardless of their support plan, and serve as an excellent first line of defense for troubleshooting and learning.
The central hub for all support-related activities is the Automation Anywhere Customer Portal (often referred to as A-People). Here, you can submit and manage support tickets, access a comprehensive knowledge base with technical documentation, and engage directly with support professionals. It provides a single pane of glass for all your support interactions.
For those looking to learn and grow, Automation Anywhere University offers a vast library of expert-led training programs, from beginner tutorials to advanced certification courses. This is an invaluable resource for upskilling your team and mastering the full capabilities of the platform. Furthermore, the Bot Store provides pre-built bots and digital workers that can be deployed to accelerate your automation journey and solve common business problems without starting from scratch.
Leverage the Power of the Community
For non-urgent questions, development challenges, or best-practice advice, the Community Forum is your best friend. It's a place to connect with thousands of peers, share tips, problem-solve collaboratively, and learn from the real-world experiences of other users. This is especially vital for users of the free Community Edition, as the forum is their primary channel for support.
How to Access Support and When to Upgrade
Accessing the support you need is straightforward. For Orange plan users, all communication happens through the web portal or email. Starting with the Silver plan, you gain the crucial ability to contact the support team via phone for real-time assistance, which is essential for urgent issues.
Key Support Contact Numbers:
US Toll-Free: 1 888 484 3535
International: 1 408 834 7676
Knowing when to upgrade your support plan is a strategic decision. Consider upgrading if you experience any of the following:
Your automations become mission-critical: If a bot failure directly impacts revenue or core business operations, you need the faster, 24x7 response times of the Gold, Platinum, or Titanium plans.
You need strategic guidance: If you're planning a major platform upgrade, migrating to the cloud, or struggling with governance and scalability, the advisory services of a TAM and Enterprise Architect become indispensable.
Your team is expanding: As more users interact with the platform, the higher number of named support contacts in premium tiers becomes necessary to manage the influx of requests efficiently.
You want to maximize ROI: The discounts on professional services and training offered in higher tiers can provide significant savings, often offsetting the cost of the support plan itself if you plan to invest in these areas.
Review Your Terms and Conditions
Before you need it, take the time to explore the official support terms and conditions for your specific plan. This document clearly defines the scope of support, service level agreements (SLAs), and what is included. Understanding these terms ensures there are no surprises when you need assistance most.
Ultimately, the right support plan is one that aligns with your business's risk tolerance and strategic ambitions. By leveraging the full spectrum of resources—from the community forums and university to dedicated technical account managers—you can create a support framework that empowers your team, de-risks your operations, and ensures your automation program delivers lasting value.
Frequently Asked Questions
What are the main differences between the support tiers?
The primary differences are response times for critical issues (from one business day to under 15 minutes), communication channels (web/email vs. phone), the number of named contacts, and access to proactive advisory services like a Technical Account Manager (TAM) and Enterprise Architect engagements. Higher tiers also include better discounts and more complimentary passes to events like Imagine.
How do I submit a support ticket with Automation Anywhere?
The standard method for all customers is to log in to the Automation Anywhere Customer Portal. From there, you can create a new case, track the status of existing tickets, and access the knowledge base. This portal serves as the central hub for all your support interactions.
Is phone support available for all plans?
No, phone support is a premium feature. It is available for customers on the Silver, Gold, Platinum, and Titanium plans. The entry-level Orange plan is limited to web and email communication channels.
What is a Technical Account Manager (TAM)?
A Technical Account Manager (TAM) is a strategic technical advisor assigned to you, available from the Gold tier onwards. Their role is to understand your business goals, help you optimize your use of the Automation Anywhere platform, act as your advocate within the company, and provide proactive guidance to help you accelerate your ROI and achieve success.
Where can I find help for the free Community Edition?
Support for the Community Edition is primarily driven by the user community itself. The best place to get help is the official Automation Anywhere Community Forum, where you can connect with peers, ask questions, share solutions, and collaborate with other automation enthusiasts.
























































































































































































































