Robotic processes are only as smart as the team implementing them.
And our Blue Prism Support team is quite brilliant, actually.
KeyMark offers agility by providing not only Blue Prism RPA, but also Blue Prism support — and now, more than ever, agility is the key to success in almost every technology market. Your customers trust you to bring them the most innovative solution to their problems. They trust you because you’ve proven that you understand their business, their needs, and their goals. But, all that customer relationship building doesn’t necessarily leave you time to also become a technical expert on the details of every solution.
Fortunately, just like you know your customers as well as their own mothers do, our Blue Prism Support Team knows RPA implementation and support. This dedicated team stands ready to work behind the scenes, tirelessly guiding you to success on deal after deal. And, the more success you have, the more we all win!
KeyMark’s unique partnership with Blue Prism gives you access to a connected-RPA that can automate and perform mission critical processes, giving your customers the freedom to focus on meaningful work suited for humans. Their powerful intelligent automation platform is supported by the Digital Exchange (DX) app store, marrying their internal entrepreneurship with the power of crowdsourced innovation. And, more than 1,000 Blue Prism customers around the world can testify to the results from billions of automated transactions that have given them back millions of hours in time.
Just because you’re not an RPA expert doesn’t mean you can’t leverage the power of next-generation intelligence for your customers today. With KeyMark’s Blue Prism Support Team, you can be the hero your customers need, and still have time to spare.
Blue Prism RPA Support Offering
BASIC
PRODUCTION
BUSINESS-CRITICAL
Cost
FREE
Please Contact Usfor Updated Pricing
Please Contact Usfor Updated Pricing
SLA
Live Support
Online Self-Service Only
7AM - 7PM(Based on Customer's Time Zone)
24/7 High Priority Issues
24/5 Standard Priority Issues
Blue Prism E-Learning
New Releases
Community Participation
Digital Support Access
Maintenance Releases
12-hour x 5-dayLive Support
Nominated Contacts
10
50
Priority 1 Issues
1-Hour Response Time
24-Hour Support30-Minute Response Time
12-Hour Target Time
12-Hour Target Time
Priority 2 Issues
4-Hour Response Time
2-Hour Response Time
36-Hour Target Time
Calls to Expert Connect
5 **
10 ***
Regular SLA Reviews
Yes
Live Chat
Yes
12-Month EOL Support
Yes
** 5 calls to Expert Connect to receive dedicated time from a Blue Prism expert to learn more about any chosen subject. Available for new customers and renewals only, after November 1, 2019.
***10 calls to Expert Connect to receive dedicated time from a Blue Prism expert to learn more about any chosen subject. Available for new customers and renewals only, after November 1, 2019.
Basic, Production and Business-Critical Support
Basic Support:
Cost: Free
SLA: Not applicable
Live Support: Online self-service only
Features:
- Blue Prism e-Learning
- New Releases
- Community Participation
- Digital Support Access
- Maintenance Releases
Production Support:
Cost: Please contact us for updated pricing.
Live Support: 7 AM to 7 PM (based on customer’s Time Zone)
Features:
- Blue Prism e-Learning
- New Releases
- Community Participation
- Digital Support Access
- Maintenance Releases
- 12-hour x 5-day Live Support
- 10 Nominated Contacts
- Priority 1 Issues [1-hour response time]
- Priority 2 Issues [4-hour response time]
- 5 calls to Expert Connect to receive dedicated time from a Blue Prism expert to learn more about any chosen subject. Available for new customers and renewals only, after November 1, 2019.
Business Critical Support:
Cost: Please contact us for updated pricing.
Support Window:
- 24 x 7 – High Priority Issues
- 24 x 5 – Standard Priority Issues
Features:
- Blue Prism e-Learning
- New Releases
- Community Participation
- Digital Support Access
- Maintenance Releases
- 24-hour x 5-day Live Support
- 50 Nominated Contacts
- Priority 1 Issues
24-hour support
30-minute response time
12-hour target time - Priority 2 Issues
2-hour response time
36-hour target time - Regular SLA Reviews
- Live-Chat
- 12-Month EOL support
- 10 calls to Expert Connect to receive dedicated time from a Blue Prism expert to learn more about any chosen subject. Available for new customers and renewals only, after November 1, 2019.
Assessments, Training, Application Support and Maintenance
KeyMark will provide Blue Prism process support through what we refer to as Design Assist. Design Assist will be provided on a block-of-hours basis where customers purchase hours in advance or as needed.
Assessments:
- Process Mapping: Map new processes to assess RPA readiness, including analysis of expected processing as well as exception paths.
- Infrastructure Recommendation: Determine necessary infrastructure for future RPA growth, including an assessment of necessary hardware and environment recommendations.
- Performance Assessments: Assess production processes to determine if there are additional measures that can be taken in the RPA product to increase its performance.
- Security Recommendations: Make recommendations on measures that can be put into place to meet compliance and regulatory needs.
Training:
- Best Practices Analysis: Analyze development on the part of the customer and make best practice recommendations.
- Solution Training: Provide training on projects and development implemented by KeyMark.
Application Support and Maintenance
- RPA Software Installation: Install and upgrade RPA software.
- Service Request Resolutions: Provide break-fix and minor enhancements for projects and developments implemented by KeyMark.
- Ad-Hoc Development: Co-build or mentor new development efforts.
Both Chris and Hamdalla were very accessible if we needed their assistance. Very knowledgeable in the Blue Prism product. They also helped us with our environment setup in Azure which was a wrinkle in what we typically do. – Greg Spohr, Dot Foods
Want to Know More? Download our new Support & Maintenance Overview brochure today!
Our new support overview brochure outlines exactly how we can be expected to react to your needs and issues so that your problems can be addressed as quickly, efficiently, and cost-effectively as possible. Click that orange book on the right to learn more now!
