Customer Portal

Last updated Dec 17, 2025

UiPath support tiers

UiPath has three support tiers: Bronze, Gold, and Platinum. Bronze support is included in the product license, while Gold and Platinum require an additional purchase.

Gold Support includes improved first response SLAs to support tickets, a variety of technical and program webinars, extended support after product end of life, a designated support pool and Assigned Support Manager, Platform Installation & Upgrade Assistance, as well as learning credits and discounts.

Platinum Support includes everything in Gold, as well as designated Technical Account Management where you can benefit from a variety of proactive advisory benefits.

For a full list of the differences between the Support Tiers, go to UiPath Support Tiers - Expert Help, Upgrades & More! | UiPath.

Gold and Platinum benefit: Assigned Support Manager (ASM)

Both Gold and Platinum Support customers benefit from an Assigned Support Manager (ASM). To see your Assigned Support Manager, log into the UiPath Customer Portal and view the UiPath Contacts on your account. You can contact them directly from this screen.

ASMs serve as the point of contact for account-level support concerns and escalations. Contact your ASM for questions related to the Quarterly Support Review (QSR), to provide feedback about your overall support experience, or to gain visibility within UiPath Product Support for issues that span multiple support cases.

Note:

Your case Resolution Manager handles case-level escalations and feedback. The ASM can work with you on account-level issues that span multiple cases over a longer period.
The ASM does not provide onboarding or other advisory services. For Platinum customers, Technical Account Managers, handles the onboarding, and for Gold customers onboarding is done via group webinars run monthly with invitations sent to new Gold customers at their subscription inception. Contact your Account Executive to ensure your team is set to receive webinar invitations.

The UiPath Customer Portal provides all personnel dedicated to your account (i.e. AE, CSM, TAM, ASM). You can contact all the personnel dedicated to your account via the portal.

Gold and Platinum benefit: designated support pool

Designated Support Engineer pools are a curated subset of UiPath’s senior Product Support Engineers allocated to support our Gold and Platinum customers. When our Gold and Platinum customers contact UiPath Support, they will be served by a subset of our senior engineers focused on developing a deeper understanding of customer environments to ensure the most optimal case resolutions.

Gold and Platinum benefit: Quarterly Support Review (QSR)

We generate the Quarterly Support Review (QSR) each quarter, and it includes your CSAT survey results for our work on cases, case volume details, and more. We post the QSR to the UiPath Customer Portal and we send it to your registered contacts via email. It is also shared with your Technical Account Manager if you have an elevated support plan that qualifies to work with a TAM.

Gold and Platinum benefit: Advisory Webinars

Advisory Webinars are scheduled on a recurring basis with regular invitations sent to account contacts, with the ability for users to register for upcoming live webinars directly from the Advisory Webinars Schedule section of the Customer Portal.

Platinum customers receive a personalized onboarding to the program from their designated Technical Account Manager at the time the Platinum subscription begins. For Gold customers, upon their subscription start, they receive a welcome email and a follow-up communication inviting them to an onboarding webinar. These onboarding webinars are run with cohorts of new customers monthly.

Technical and Program Advisory Webinars

We run webinars on a recurring basis in the following categories for Gold and Platinum Customers:

Platform Governance and Security Advisory
Automation Program Value Definition
Automation Program Design and Structure Advisory
Citizen Development Advisory
Automation Pipeline Advisory
What’s New in the Platform
Platform Best Practices

Recordings of the best versions of these webinars are available for Gold and Platinum Customers in the UiPath Customer Portal.

Gold and Platinum benefit: installation and upgrade assistance

Gold and Platinum customers benefit from assistance with installing platform products or upgrading products to a newer version by customer request.

This Preventive Care support for install and upgrade assistance is available to Gold and Platinum customers as well as customers on the previously available Activate Success and Enterprise Success support tiers.
To submit a request: navigate to the Preventive Care" section of the Customer Portal and choose an available option for the appropriate type of Infrastructure Assistance or Technical Advisory request.

Note:

The individualized Technical Advisory requests are specific to Enterprise Success and Platinum customers.

Requests related to Product Features or Product Troubleshooting should be submitted through the Support team, while Preventive Care tickets may include Install/Upgrade, Implementation Discussion, Infrastructure Architecture Review, or Technical Assistance for installation.

This offering does not include migration assistance from on-premises to cloud. However, Platinum customers can receive advisory support for this activity through Technical Account Management.

Platinum benefit: Technical Advisory via Technical Account Management

Platinum Support customers are entitled to proactive advisory via designated Technical Account Managers assigned to their account. This benefit includes consistent delivery from tried and tested playbooks created from years of experience and best practices. This benefit also includes cutting-edge advisory on the latest UiPath Agentic Offerings helping customers to keep up with the latest Platform offerings and industry best practices. Foundational benefits keep the automation and agentic program on track with measurable goals reviewed on a quarterly basis.

TAM foundational benefits