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Commercial In Confidence
The information contained in this document is the proprietary and confidential information of Blue
Prism Limited and should not be disclosed to a third party without the written consent of an authorised
Blue Prism representative. No part of this document may be reproduced or transmitted in any form or
by any means, electronic or mechanical, including photocopying without the written permission of Blue
Prism Limited
© Blue Prism Limited
All trademarks are hereby acknowledged and are used to the benefit of their respective owners.
Published by:
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
Customers are able to choose the support programme that matches their business
requirement:
There is a feature rich Customer Portal providing registered Customers access to additional
documentation including Data Sheets, Roadmap information, Release notes and Product
documentation, Software downloads, and details of User Group meetings.
Blue Prism’s standard package provides support between the hours of 9:00 and 17:00 Monday
to Friday excluding public holidays in the Customer’s chosen time zone. Enterprise and Global
Enterprise support packages are available for those Customers that require SLAs and
extended hours of cover.
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
Customer or The automations Any process automations including custom objects that have been
Customer’s produced by the customer or their chosen partner.
Partner
Blue Prism Product Support Services provided by Blue Prism to resolve failures in the product
where it does not perform in accordance with the description in the
specification or manuals.
2.2 Prerequisites
Before logging an incident with Blue Prism Global Customer Support, it is expected that the
Customer will have performed their own fault finding and investigation to attempt to reproduce
and correct the problem.
The Customer should ensure that any personnel dealing with diagnosis and resolution of a
suspected issue have sufficient skills and competency reasonably expected of personnel
working in a support environment and are accredited by Blue Prism in the use and operation of
the Blue Prism Software.
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
3.1 Email
Sending an email to support@blueprism.com will automatically raise a ticket in our incident
management system
3.2 Telephone
Support can be contacted on the following numbers:
There is also direct access available to the support system and knowledge base by going
directly to https://support.blueprism.com
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
o Version information is vital when dealing with problems. By providing the version of the
software that is being used, Global Customer Support can accurately reproduce the
problem that is reported by testing against the correct version. It is possible to check the
version of Blue Prism by clicking the "About" option from the "Help" menu.
• Summary of issue
o Provide information on what the issue is, what is trying to be achieved, and any relevant
information such as environment details, types of application that are being interacted
with, recent changes made to the environment and processes etc.
o To assist Customer Support in prioritising the issue, please provide an indication of the
priority and severity of the problem. Definitions of the various priorities assigned to
issues can be found in the table later in this document.
o To help Customer Support understand and replicate the problem, it is useful to have a
clear explanation of the circumstances that led to the issue and details of any
investigations that have been undertaken so far. If it is not possible to create such
documentation (e.g. if it is a problem that only happens occasionally with no apparent
cause) then please provide as much detail as possible about the specific issue.
o Depending on the nature of the problem, there may be useful system diagnostic
information available. For example if the issue is a process which fails to run
successfully then it is likely that the session log will contain useful information. Please
be sure to anonymise any log data before sending it to the support team.
o Other sources of information of that may be required, depending on the issue are:
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
A Support Engineer will review the information provided in the ticket and either request
additional information to continue with the investigation, provide advice or provide details of
next steps.
Priority 1 The entire Blue Reasonable Reasonable 1 Hour Reasonable 30 Minutes 12 Hours
Prism Software is endeavours endeavours endeavours
unavailable resulting
in a critical impact on
Customer’s business.
Priority 2 Operation of the Blue Reasonable Reasonable 4 Hours Reasonable 2 Hours 36 Hours
Prism Software is endeavours endeavours endeavours
severely impacted
having a critical
business impact on
multiple automations.
Priority 3 There are one or Reasonable Reasonable Reasonable Reasonable 1 Day 14 Days
more issues that are endeavours endeavours endeavours endeavours
causing (enhancements
inconvenience but will be
the Blue Prism considered and
Software is prioritized by our
substantially working. Product Manager
and are outside
of the 14 day
SLA)
When a ticket is waiting response from a Customer, the SLA clock is put on hold. If no
response is received, the support system will send out regular reminders and after two weeks,
if still no response is received, the ticket will be closed.
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
• Advice that a fix is available in a current release (and that release made available to the
Customer).
• An explanation as to why the reported issue is not a fault, along with details of any
other options for resolving the issue if appropriate.
4.4 Closure
Once a solution has been provided Customer Support will request confirmation that the
solution provided has resolved the issue. Once confirmation is received, the ticket will be
closed.
If there is no response after two weeks the ticket will automatically be closed.
Feedback is important and any comments are used to provide coaching back to the Customer
Support team or to review ways that systems or processes can be improved.
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY
Ticket assigned to
Support Consultant
Support Consultant
Is further
contacts customer
Yes information
to request relevant
required?
information.
No
Consultant works to
resolve issue
keeping customer No
updated on
progress
Yes
No
Release supplied to
customer.
info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY