Blue Prism Customer Support ProcedureV2.1

Blue Prism Customer Support Procedures

[email protected] • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willo ws, 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 t his 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 L imited 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 2

April 2014 March 2017

Sam Fidler John Bennison

2.1

March 2017

John Bennison

First release Updated with details of new support system Grammatical corrections

[email protected] • +44 (0)870 879 3000 • Centrix House, Crow Lane East, Newton-le-Willows, WA12 9UY


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Contents 1

Overview ....................................................................................................... 4

2

Servi ce Descr ip ti on ...................................................................................... 5 2.1 Services provided..................................................................................................... 5 2.2 Prerequisites ............................................................................................................ 5

3

Acces s t o Su ppor t ........................................................................................ 6 3.1 Email ........................................................................................................................ 6 3.2 Telephone ................................................................................................................ 6 3.3 Self Service.............................................................................................................. 6

4

Process for loggi ng a new Suppo rt 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

Appendi x 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 Support

The hardware, virtual machines, operating systems, hosted environment, network infrastructure and underlying applications that will be automated using Blue Prism.

Customer or Customer’s Partner

The automations

Any process automations including custom objects that have been produced by the customer or their chosen 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 [email protected] will automatically raise a ticket in our incident management system

3.2 Telephone Support can be contacted on the following numbers: UK North America Australia

+44(0)330 321 0055 +1 844 321 0055 (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

•

Summary of issue 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

•

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

•

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.

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 Resolution

Response

Target Resolution

Response

Target Resolution

Priority 1

The entire Blue Prism Software is unavailable resulting in a critical impact on Customer’s business.

Reasonable endeavours


1 Hour


30 Minutes

12 Hours

Priority 2

Operation of the Blue Prism Software is severely impacted having a critical business impact on multiple automations.



4 Hours


2 Hours

36 Hours

Priority 3

There are one or more issues that are causing inconvenience but the Blue Prism Software is substantially working.





1 Day

14 Days

There is a minor issue or a suggestion for a change in functionality or appearance of the Blue Prism Software.





1 Week

Priority 4

(enhancements will be considered and prioritized by our Product Manager and are outside of the 14 day SLA) As priorities allow, and in agreement with the Customer.

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 t icket 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 Blue Prism Support by phone

Customer emails support@blueprism .com

Blue Prism Support Consultant logs details of issue and informs customer of ticket reference number.

Customer creates ticket via Portal

Customer receives confirmation email with ticket reference number

Ticket assigned to Support Consultant

Support Consultant contacts customer to request relevant information.

Yes

Is further information required?

No

Consultant works to resolve issue keeping customer updated on progress

Is issue resolved?

No

No

Does issue rd require 3 line intervention?

Yes

Workaround provided to customer.

Yes

Issue assigned to 3 line consultant.

rd

Yes

Customer contacted to confirm closure of ticket.

Is workaround available?

No

Ticket closed

Bug logged for resolution in future planned release.

Bug logged for resolution in patch release.

Release supplied to customer.



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Blue Prism Customer Support ProcedureV2.1

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