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Blue Prism

Customer Support Procedures

info@blueprism.com • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY

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:

Blue Prism Limited


Centrix House
Crow Lane East
Newton-le-Willows
WA12 9UY, UK
Registered in England; Reg. No. 4260035
www.blueprism.com
Tel: 0870 879 3000

Document Version Information

Revision Change Date Author Action


1 April 2014 Sam Fidler First release
2 March 2017 John Bennison Updated with details of new support
system
2.1 March 2017 John Bennison Grammatical corrections

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Contents
1 Overview ....................................................................................................... 4
2 Service Description ...................................................................................... 5
2.1 Services provided..................................................................................................... 5
2.2 Prerequisites ............................................................................................................ 5
3 Access to Support........................................................................................ 6
3.1 Email ........................................................................................................................ 6
3.2 Telephone ................................................................................................................ 6
3.3 Self Service .............................................................................................................. 6
4 Process for logging a new Support Request ............................................. 7
4.1 Information to have ready......................................................................................... 7
4.2 Once a ticket is submitted ........................................................................................ 8
4.3 Resolution ................................................................................................................ 9
4.4 Closure .................................................................................................................... 9
4.5 Satisfaction Survey .................................................................................................. 9
5 Appendix A ................................................................................................. 10
5.1 Flow diagram showing Incident Logging and Resolution ........................................ 10

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1 Overview
Blue Prism Global Customer Support is committed to building an engaged Customer base by
providing the best possible Customer support ensuring our Customers have successful
deployments of their digital workforce using Blue Prism Products.

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.

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2 Service Description

2.1 Services provided


Blue Prism provides product support services to resolve problems and incidents where such
issues cannot be resolved by the Customer. Support is provided exclusively to registered
contacts from our Customer and Partner community.

Owner Type of Issue Description

Customer Environment The hardware, virtual machines, operating systems, hosted


Support environment, network infrastructure and underlying applications that
will be automated using Blue Prism.

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.

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3 Access to Support

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:

UK +44(0)330 321 0055


North America +1 844 321 0055
Australia (To be advised)

3.3 Self Service


Customers can also access our Help Desk system via the Blue Prism Portal which has links to
other documentation such as product manuals, release notes, links to forums and information
about our accreditation and certification training (https://portal.blueprism.com).

There is also direct access available to the support system and knowledge base by going
directly to https://support.blueprism.com

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4 Process for logging a new Support Request
The information below details the process for raising a new support request:-

4.1 Information to have ready


When contacting Blue Prism Global Customer Support for assistance, having the following
information ready will ensure any query is handled as quickly and efficiently as possible:

• Blue Prism Version number

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.

• Priority and Severity

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.

• Steps to reproduce and details of investigation

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.

• Logs and Screenshots

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:

 Audit log data


 Error messages from the user interface
 Exported processes
 Screenshots of unexpected visual results
 Windows Event logs

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4.2 Once a ticket is submitted
Confirmation that a ticket has been opened will be sent by email. This will contain a link to the
ticket itself that can be viewed using the Customer support portal (support.blueprism.com).

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.

A priority will be assigned to your ticket, with the following SLA:-

STANDARD ENTERPRISE GLOBAL ENTERPRISE

Response Target Response Target Response Target


Resolution Resolution Resolution

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)

Priority 4 There is a minor Reasonable Reasonable Reasonable Reasonable 1 Week As priorities


issue or a suggestion endeavours endeavours endeavours endeavours allow, and in
for a change in agreement with
functionality or the Customer.
appearance of the
Blue Prism Software.

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.

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4.3 Resolution
Resolution of an incident can take one (or more) of the following forms:-

• Acknowledgement of the fault and confirmation of expected resolution timescale

• Workaround provided which achieves the results required by the Customer

• 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.

4.5 Satisfaction Survey


After each ticket is closed a survey is automatically generated and sent to the contact that
opened the ticket:

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.

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5 Appendix A

5.1 Flow diagram showing Incident Logging and Resolution


Customer contacts Customer emails Customer creates
Blue Prism Support support@blueprism ticket via Portal
by phone .com

Blue Prism Support


Consultant logs Customer receives
details of issue and confirmation email
informs customer of with ticket
ticket reference reference number
number.

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

Is issue Does issue Issue assigned to 3rd


No require 3rd line Yes
resolved? line consultant.
intervention?

Yes

Customer contacted Workaround


Is workaround
to confirm closure provided to Yes
available?
of ticket. customer.

No

Bug logged for Bug logged for


Ticket closed resolution in future resolution in patch
planned release. release.

Release supplied to
customer.

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