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Response times for support depend on the priority level assigned to the incident. When submitting a ticket, please include details about the issue’s impact, urgency, and the perceived priority level. We will review this information and confirm or adjust the priority as needed. You can expect an initial analysis from our support team within the target timeframe. Please note that response targets are guidelines and not guaranteed service commitments.
Along with the confirmed priority level, we target first response Service Level Agreements (SLAs) for your support plan. Read UiPath Support Tiers - Expert Help, Upgrades & More! | UiPath for more details about SLAs.
A major production error within the Software that severely impacts the customer’s use of the Software for production purposes, such as the loss of production data or where production systems are not functioning, and no workaround exists.
An error within the Software that renders the Software to function in a reduced capacity for production purposes, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the Software is exposed to potential loss or interruption of service.
A medium-to-low impact error within the Software that involves partial or non-critical loss in functionality of the Software for production purposes.
