Automation Anywhere (AA) Customer Service and Technical Support

Logeshbabu Jothy
Head Transformer at FLSmidth
I would rate Automation Anywhere as one of the best in the world when it comes to customer service. I've had the opportunity to gain specific experience with certain members of their team and the service is consistent and excellent. Initially, when we started with the IQ Bot project, we had some issues and experienced a bit of a learning curve. So we immediately raised those concerns. Our first issue took less than 24 hours to get fixed, and without adding any additional cost to the customer. That type of service and support of a product is an important thing. I would say the customer service team, the project team, and even the aftermarket customer success manager are all fantastic guys. I know that the organization has people with strong capabilities and excellent talent. It is very, very evident when you interact with them. I would definitely say Automation Anywhere is aggressive when it comes to driving success for the customers. They are very passionate about customer success and their focus on the customer. Some of my team members have taken courses with Automation Anywhere. They still need to complete a few more assessments before they get their certifications. The courses are pretty good, the assessment is very cumbersome and complex (from what I understand). It's too technical for them. Maybe it is easy for technical guys, but not for functional people. I assume that this is the way it should be, because it's an assessment before you get a certification. It has to be tedious and cumbersome to crack it. View full review »
William "Sonny" Kocak
Sr. RPA Developer at a financial services firm with 5,001-10,000 employees
The technical support has been very prompt. They've been very willing to help out and, in almost all cases, they've been able to provide an answer or solution relatively quickly. If anything, we have been the bottleneck because they have been more responsive and quicker than we were able to implement. They may want us to make a change or tweak, give us an answer within an hour, and we have to get permission or approvals to make that change in the environment it's in. I think that's another huge plus for Automation Anywhere: their customer service and their customer relationship. View full review »
AutoMan9843
Automation Manager - Nordic at a financial services firm with 1,001-5,000 employees
Technical support is really eager to close tickets as fast as possible, which is good. But as with any support, it can sometimes feel like it's slow because they have to do these standard checks to rule things out. Even though I say I've done them, they have to do them anyway. They have to be able to say, "Okay, this is checked off, this is checked off, this is checked off. Alright, now we can move to the actual issue." It can be a bit slow at the start, but they're always able to resolve our issues. In general, I'm very happy with it and I can understand why they have to do those checks because if it's a stupid error, it's good to identify that early. View full review »
Find out what your peers are saying about Automation Anywhere, UiPath, Blue Prism and others in Robotic Process Automation (RPA). Updated: November 2019.
378,397 professionals have used our research since 2012.
Priya Batish
Business Advisory Manager (AVP) at a tech services company with 10,001+ employees
I don't interact with the people from Automation Anywhere. View full review »
Sharad Soni
Director Of Innovation at Quantum AI
I would give Automation Anywhere's technical support about three-and-a-half out of five. They do have a lot of information published, but the response times aren't great within India, where we are located. I can't say anything about support in other markets. One thing they need to improve on is the way they have been putting out so many terminologies in the market: IQ Bots, MetaBots. They need to define them properly, in simple terms. If I go to my client and say "IQ Bot" or "MetaBot," they don't understand anything. It falls back on us to figure out whether these types of things will be useful for our process or not. Regarding their support, when they bring in these features, like IQ Bot and MetaBot, there isn't a lot of documentation that comes with them, which can cause confusion in the client's mind as well as the developer's mind. Even Automation Anywhere's guys aren't really clear on IQ Bots, MetaBots, and things within Automation Anywhere because, when we ask, they just give us the definition. That's not very helpful. View full review »
ShripadMhaddalkar
Director of Operations at XLNC Technologies
I have been receiving good technical support them, and hence I'm sitting on the sidelines. This is because if I didn't get the right support along with the right documentation and KMS, then I would not be able to fix issues first on my own. If I'm not able to do this, then relying on the technical support would be the last thing that I would do. The technical support that Automation Anywhere provides is fantastic, especially their acknowledgment and response times. Their knowledge base articles are quite descriptive. You will be able to fix issues on your own if you are quite tech savvy. Even if you are not, then they're quite detailed enough to follow. If you don't get the right support, then there is an escalation channel available which you can reach out to. There is a community, where get solutions. There doesn't seem to be any issues with the support currently being provided by Automation Anywhere. I find them quite responsible and available whenever I have issues. View full review »
Guruprasad Belle
AVP at a software R&D company with 10,001+ employees
Support wise, I think the company is doing great. When we hired support staff to help us with the installation the support was very good. Right now, we are just at the beginning of our implementation as far as what we envision it will be in the future. So far the support that we are getting is normal support. It is just okay. When we place a ticket, there is nothing bad, but also there is nothing extraordinary about the support like we were getting during implementation. What we receive now is just a normal support experience compared to the specialist who was very good. We have not taken Automation Anywhere University courses. View full review »
Technica3594
Technical Lead - Robotics at a tech services company with 10,001+ employees
We have ongoing support from AA. I appreciate Automation Anywhere support when I talk to them. There are quite a few hiccups as we go along. At times I don't get straight to the support people when you need them as they are busy supporting other users. But the response has been great. View full review »
BPMan456
BPM Analyst at a financial services firm with 1,001-5,000 employees
The technical support is great. I have worked with a couple of different people who have been absolutely phenomenal, helpful, and have solved so many of our problems. When I have a serious production support issue, if I need to escalate it, I usually receive a lot of good help from some great people to get our problem resolved. Sometimes, it takes a while, but I get it. Everyone's environment is different, and it's hard to know everything about how everyone has their architecture setup. They've started up a user community recently. I haven't investigated that much. I really want to do that, but I always thought that a user community where the users of the product always get together, talk, sort of brainstorm, and come up with other suggestions for the tool would be great. However, I believe that has just been started. I just haven't had a chance to go look at it yet. View full review »
Venkata Sreedhar Nalam
Technical Architect at a financial services firm with 10,001+ employees
We have tried to use tech support for this product and it was a pain. When we interact with them, we get all the lower level customer tech support. They have no idea how to solve feature problems. We might explain to them that a feature doesn't work right and only after four or five interactions, we asked to be escalated to a person who has good technical knowledge. A person came on-premises and tried to explain a few things we had trouble with. We were much ahead of where they were because we did all the testing already. We could tell them more about what was working and what is not working than they knew. Again that person agreed that someone did the design and he left the organization. The person who came, who is representing the company didn't have complete knowledge of the product he was sent to fix. He just said to not use that product. Period. It is not the resolution we were hoping for. View full review »
Abdul Subhan
Senior Automation Engineer at Ryan india
The technical support team has been with me from the beginning of my journey with Automation Anywhere. I was not a good developer initially, so I give them all of the credit. They have a very good support team. I would advise my colleagues to use the IT help desk as much as they can. As developers, we have evolved. Initially, at the start of using automation Anywhere we had many struggles. We contacted support for some help and suggestions, and with the help they provided, we are now more comfortable with Automation Anywhere. There were instances where they couldn't help me, but it was because of the task not being suitable for automation. I understand that there are hindrances in the evolution of a solution, but they helped wherever they could. I would say that in 80% of the cases, they were able to help me. They need a better community support with online resources. Though, there are good resources in regards to other programming languages, such as Python, VBA, and .NET. View full review »
ProcessAb41f
Process Architect at a media company with 5,001-10,000 employees
The technical support has been helpful from what I've used. Initially, when we were exploring solutions and using Automation Anywhere, as a vendor, their technical support seemed to be lacking a bit. It seems like in the last few months or year, they have been stepping up their game, in this regard. They are very prompt to follow up with issues and want to make sure issues are thoroughly resolved before they close tickets and move on, which has been helpful. View full review »
Principa8942
Principal Analyst at a Consumer Goods with 10,001+ employees
The technical support has been really good. Honestly, it is very good. We have been getting good support from the correct technical people quickly. One thing we would like to experience is that instead of waiting for a new version of the tool to resolve issues, that we could get immediate patch upgrades to cater to our requirements. That would be great. We are getting patches sometimes, but they do not perform as well as we might hope. We have taken courses from Automation Anywhere University: version 11 and IQ Bot. We also attended training at the Automation Anywhere office for IQ Bot. The Automation Anywhere University courses are quite good. You can easily learn and get certified, which has some value in the market. View full review »
BPMan456
BPM Analyst at a financial services firm with 1,001-5,000 employees
The technical support, from my experience, has been very good. Granted, sometimes there has been a little slowness, but if I deemed it critical, or whatever, then I've had conversations with our customer service manager, or anyone, and they've been able to get me with somebody in architect, which has been phenomenal. When we did the upgrade to version 11.2, it was sort of complicated, because we had to start all over. We had to bring in new hardware and a new set of new databases, but the gentleman who helped me out was great. He fully documented the process for us, which was awesome, because I didn't have that from the original installs of version 10.5. Because he documented it, I was able to go through the upgrade from versions 11.2 to 11.3 very simply and fast. I would say the technical support is very good. View full review »
Shashi Pagadala
Manager of RPA Development at a manufacturing company with 10,001+ employees
The technical support's response is very good. They gave back solutions quickly. We haven't face many challenges when using the tool. So, we haven't interacted much with the technical team, maybe two or three instances. View full review »
ApurvaBoradia
CEO at Nine A Business Connect
I have worked with their technical support. I would rate them quite well. It is improving day by day. From the initial days, when we used to approach the technical support, we definitely used to get a lot of technical insight from them related to Automation Anywhere. Today, when we talked to them for environments outside Automation Anywhere which are a customer environment, they are able to assist us. They are able to guide us on something, even as a part of the enterprise architecture. The best part I have seen is the technical capabilities and support metrics to help the customers and partners (like us) are improving day by day. That is the biggest advantage of why they are able to reach this scale of enterprise penetration today. View full review »
BIManagec9cf
Business Transformation Manager at a maritime company with 10,001+ employees
Their technical support is good. Any issues that we've raised, they've gotten right back to us and helped come up with solutions. It has taken longer than we would have liked for some of our thornier problems to reach a resolution. At the moment we're a little stuck, based on a problem that we're having, although tech support has been responsive and has worked closely with us to try to come up with a solution. View full review »
Technica8809
Technical Lead at Verizon Communications
We are in different time zones, but we still get a response from technical support when we call. On a scale of one to ten, I can say tech support is an eight. The thing that would make support a ten is that we get a solution on the fly when we contact a person in support. Sometimes they provide us some other solution that we already know or a workaround. We don't need alternatives, we need solutions that work. The login mechanism seems to be only understood by the AA guys. We raised a ticket since we don't understand the login mechanisms most of the time. Initially, we did the certification program from Automation Anywhere University. It could be better than what it is. It might have been upgraded recently. We took it more than one and a half years back. The ease of doing the course could have been better. You need access to a system when going through the course and completing it. There was no simulation. We were in the initial stages of procuring the systems, so it was a little tough for us to complete the courses too. View full review »
Gurvinder Singh Dhaliwal
Director at Goldensource
We used the technical support once. The dashboards were not working. However, it was more due to resources on our side rather than something with Automation Anywhere. We fixed that and the dashboards came up. It took a reinstall, which was fine, since we were just starting out. The technical support was responsive. My lead developer has taken courses and certification on Automation Anywhere University. His experience with it was good. We are also trying to set up a couple of guys in our company. I have gone through a small training as a developer with direct experience. I am planning on taking two more certification courses. When I saw Automation Anywhere for the first time, I have yet done any training but I could use all the tools within minutes. That's the beauty of what I'm using. I created a password without any training. View full review »
Mahaan Pai
IT Analyst at a software R&D company with 10,001+ employees
We have definitely had the opportunity to use technical support and I evaluate them as very good. If I have any data stuck somewhere, I query to the Automation Anywhere support guys. If I have some problem with the 11.x version, they'll admit that there's a bug in that version for a particular process or function and they will develop a patch for it in a new upgraded version. We definitely feel confident going accordingly with that and patch the update as a solution. View full review »
Aman_Kumar
Technical Analyst at Tesco India
The technical support team is supporting us well. View full review »
Deepak_Batra
Country Head and Controller at Evalueserve
We did use technical support for troubleshooting and maintenance as well. Our internal technical support team is not that very big. It's pretty small. One person does it on a very ad hoc basis, whenever it is required. Wherever we find that our team does not have the right subject matter expertise, that is when we call our customer success manager. They are able to help us out with various automative solutions that bring the solution back in place from that angle. View full review »
SeniorDi7ec0
Senior Director, Digital Transformation at a financial services firm with 501-1,000 employees
Technical support is the one thing that has been fantastic. Initially, when we had all these issues, we had some issues trying to get to the right people. But since we escalated and got the right people involved, they've been fantastic. They've had people come out to our site. We submit tickets and let them know the error and they see and pretty much turn them around right away. Unfortunately we do have a number of issues, but support has been really great. View full review »
Abhineet Sood
Consultant at Zs
If we have issues, the Automation Anywhere team is always available to support us, as there are account managers and customer support managers. We use the technical support a lot. We have our own dedicated tech support. Whenever an issue arises, we raise a ticket and it gets resolved based on criticality - within a few hours to 24 hours is usually the turnaround time. They are very helpful in terms of setting up conversations and meetings to understand an issue, then take it forward for resolution. View full review »
Matthew Wilde
Director of Shared Services at iHeartMedia
Tech support has greatly improved. Three years ago we didn't necessarily have the best experience, but over the years they've gotten better. As a side note, we go through a third-party first, through ISG. That's through how our service model works. Then ISG gets AA involved if they can't answer the question. We don't necessarily directly contact AA. Most of it's through the third-party provider, and then AA eventually. ISG is great. We really haven't had a lot of problems. When we implemented version 11.3, we went so quickly - we went with it right when it came out - that there were a few questions that ISG wasn't aware of yet because it was so new. We went to AA through ISG and they were able to answer the questions right away. But for the most part, ISG is very on top of it, and we don't need to engage AA. View full review »
Brian Walling
Global IT Director at a logistics company with 501-1,000 employees
We didn't use Automation Anywhere's technical support, even for deployment. We read and learned what we needed to know. We got on their support site, got their documentation, took the requirements, how to deploy, and what the right architecture was. We scaled based on what we thought we would use it for. My guys like to learn, they like to try, and I allow them to dig a hole and fall into it and then fix it later. They just didn't fall into a hole. The documentation was good enough for us to read. Granted we're technical people, but it was good enough to read and take actions based on the content. It was really good. View full review »
Kyoichi Haida
GM Business Process Planning Dept at a insurance company with 10,001+ employees
We are using Automation Anywhere products, but we are getting technical support from Deloitte, from whom we purchased a license. They get back to us swiftly. When they can’t handle an issue, they elevate it to Automation Anywhere, who tackle issues daily. My impression is that we don’t really have technical issues. In general, we follow the manuals that we created, and this solves the issues. There has not been a situation where we have had to contact the technical support everyday for some technical issue. We don’t need to use them that much. That differentiates this from our more comprehensive IT systems. View full review »
Prateek Kapoor
Global Intelligent Automation & Transformation Leader at a tech company with 5,001-10,000 employees
Automation Anywhere has a very nice support team, and it's just a call away. You don't have to log tickets, although that functionality is also available. I have a dedicated person at Automation Anywhere. I can call her at 12 am and she will pick up and ensure that the issue is prioritized and solved the next day for me. I like the way that is done. It doesn't cause me sleepless nights. View full review »
ITAnalys692c
IT Analyst at a manufacturing company with 501-1,000 employees
Technical support is pretty great. Sometimes, I feel that their office hours are not in line with our office hours, so getting a response can take either half a day or a few hours. With production outages, we can become dead in the water. Once we do have someone on and responding to our tickets, they're pretty knowledgeable. If a ticket has not been routed to the correct technical support group, it gets routed fairly quickly and addressed. Their knowledge is pretty good. The only times that I would have negative feedback about support are when we go through most troubleshooting techniques or steps that a technical support agent would walk me through and, at the end, the problem is deemed a bug. That's when I would feel like we were spinning our wheels. I know that those are the necessary steps to identify it's an actual bug and not some sort of configuration or update that we needed. Our current customer success manager is fairly good. He's always on top of our tickets and if I ever raise a question to him, he's definitely very helpful. I do feel like we're being taken care of. View full review »
AlexCummins
Head of Applications at Hays
Technically, we may not get answers the first time but we do get answers eventually. The customer success managers, without them, I do wonder how quickly we might get some of the responses from the technical help desk. I can appreciate the reasons why it takes long. Everyone doesn't know everything, but the fact that we have a customer success manager who has been really critical, a key to our success, has been, and an invaluable resource in helping us drive and get those answers through the help desks. Could it be improved? Always, yes. But with the customer success manager supporting us, it has been invaluable and certainly something that we can live with. View full review »
Nachiketh Ramesh
Associate Consultant at a tech services company with 51-200 employees
I have corresponded with them and I would rate technical support a nine out of ten. I do not want to be too hard on them but what I've noticed is that they will support people, but may not fully understand the technical aspects of the components that they're using in Automation Anywhere. So, if you were to ask them, "How do I get to the Moon?", they would answer, "Just build a rocket". They won't tell me how to build the rocket. If they would connect developers to their own backend engineers then that would be really helpful. View full review »
MichaelWilliamson
Automation Lead at Universtity of Melbourne
The technical support in Melbourne, it's great. We have a strong relationship with Andrew Rowlands, who's our customer relationship manager down in Melbourne. We really enjoy working with him. If we do have any issues with tickets that have been unanswered, he will address them for us. I think one of Automation Anywhere's strong points is really its focus on the customer. Because naturally issues do arise with the software here and there, some of which have been addressed in later releases of the product. We haven't yet updated to the latest release. The company is well and truly able to support all versions and is always really responsive. We typically will receive a solution within 24 to 48 hours. View full review »
Reviewer93480
Director of Business Process Improvement at a pharma/biotech company with 10,001+ employees
We have not dealt directly with Automation Anywhere's tech support. Historically, they've been pretty good. I'm relaying that from my systems integrator and my helpdesk support. I always ask if they are getting what they need when they need it and the answer is yes. I'm pleased with the feedback I'm hearing. View full review »
Scott Francis
CEO at BP3
Our experience with technical support at Automation Anywhere has been great. They have been very helpful, especially during the PoC, processes which are sort of early on in their sales cycle, or when we were just starting with Automation Anywhere a couple of years ago. We got great support for getting it onboarded in-house and getting our team up to speed. So, we have found it to be a great partnership. View full review »
PrachiYadav
Senior Consultant at a financial services firm with 10,001+ employees
The technical support team has been always very helpful. I write to them and they reply back to me usually in an hour or two. That's a good response that I see as compared to other RPA vendors that we work with. We have clients who have dedicated CSM managers at Automation Anywhere in case something is a very high priority, which is always the case. So, the customer support team is always there to help us out. View full review »
RpaDevela833
RPA Developer and BA at a financial services firm with 10,001+ employees
The company is very service friendly and willing to work with us when we need it. I would give them high marks for attention to customer service. View full review »
Engineer0ae1
Engineer at a healthcare company with 10,001+ employees
I have not yet had to contact technical support. View full review »
Software66b3
Software Engineer at The Travelers Companies, Inc.
I have not personally had to call much, I'm not part of the team that would do that, but they've been fairly responsive. We've found one or two problems that we had to come up with workarounds for and they did that fairly quickly. Then the permanent solutions came along fairly well. We have a very good relationship with them; being able to call and get that help right away. View full review »
SeniorCo515c
Senior Consultant at a financial services firm with 501-1,000 employees
In terms of accessibility, the Automation Anywhere technical support is the best. Out of all the RPA tools that I have used, their support forum is more agile and responsive. For any issue, we just have to create a ticket and a technical person will get assigned in no time. They are the best in terms of responsiveness, but I have mixed feelings about the quality of those responses. I feel sometimes to support their fast responses that they probably compromise their quality. View full review »
RohitShetty
Product Owner of RPA at a mining and metals company with 10,001+ employees
The technical support is really good. The response time is good from the support team. When we reach out to them, it is only when we have a problem. Most of our team is a bit on the aggressive side if they feel the bots are not working well, but the language and communication that the operations team uses when dealing with us is very smooth. It helps us calm down and come to realistic expectations because we can't expect every problem to be solved in the first day. Their communication and interaction are really smooth. Our customer success manager has been really good at her job. View full review »
Deepinka Singh
Developer at a manufacturing company with 10,001+ employees
Technical support from Automation Anywhere is great. I have written to Automation Anywhere support many times and there is a great response from them. Even if they do not have the exact answer, they always say, "You can try this option or you can try this option." View full review »
Sagakumar Gangipelly
Sr. Software Engineer at Ryan India Tax
We collaborate as a team if any face roadblocks or issues, discussing among our colleagues. Then, we involve the Automation Anywhere support team. They are very good. We can raise a ticket and get knowledge from their team. They help us resolve any issues. View full review »
Reginald Christian
Head IT Operations and Infrastructure at a consultancy with 10,001+ employees
The response from the technical support is really good. I just met the account manager and he was thrilled to see me. View full review »
Rajeev Mall
Finance Head of BSO Senior Group Division at a manufacturing company with 10,001+ employees
On a scale of one to ten, Automation Anywhere would be a seven to eight. From my point of view working in the market and examining at it, this market needs more skill sets. This market needs more bilingual people and some more process-oriented people who can understand the business processes and help the customers grow. Every industry has its own unique business processes, but this market is short on labor, even in skills, and also in terms of people who can articulate the value of process automation. That is a value piece from Automation Anywhere’s side. These guys need to build a good team. View full review »
Dimitris Papageorgiou
Partner at Ernst & Young
I think the technical support team is very responsive. This is probably one of the differentiators that Automation Anywhere has in comparison to some of their peers. View full review »
Ayas Mohapatra
Automation Officer at a financial services firm with 201-500 employees
Technical support for this solution is excellent. They organize video chats and were able to guide us initially when it was installed. They gave good training to people and helped with some development activities. They are also fast in responding to issues. View full review »
Brian Dsouza
Sr IS Manager at Amgen Inc.
There is definitely some room for improvement there. It is sort of a hit and miss with their support engineers, you have some really good ones and some that aren't. Consistency is the key. There is room to get consistent. I am giving them the feedback, because as you get more customers, support becomes the linchpin where you can either drive a customer away or get them to use the product more. View full review »
Madhuvankumar V
Senior Software Engineer at EMC Corporation
I do not deal with technical support directly. We have a COE who deal with technical support, and my team speaks with them. If there is a problem that they cannot fix then they go to Automation Anywhere. View full review »
Pratyush Kumar
Delivery Manager, Robotics Process Automation at a retailer with 10,001+ employees
This particular ticket management system works well. It's a reliable. If we need to a raise ticket for any issue, there is an escalation mechanism. Though, I have not used it. I try to utilize our customer success manager to be able to right person from Automation Anywhere. My experience has been good, though not excellent, from a support standpoint. View full review »
FinancePefcd
Finance Process Automation Lead at a manufacturing company with 10,001+ employees
They have a good 24/7 support system. Even if there is an issue, we are able to solve it. The ticketing system: You create a ticket and can get support 24/7. That's already a big thing for us. We have had good reviews on it. View full review »
Kumaran Dayalan
VP of Corporate Finance at Refinitiv
We are fairly pleased in our experience with customer service. They are pretty good. View full review »
VisheshNigam
Associate Director at Concentrix
In the last two years, one thing which Automation Anywhere has changed and they actually worked on is the support and enablement part. That will be the key game changer for them. Because if I compare them with other competitors who are in the space of Automation Anywhere, the customer experience (where we are the customer) is there when you need them. The support is available on time. That is where I think Automation Anywhere is wonderful. View full review »
Dona Manuel
Technical Lead at Titan company
We have never had to call into technical support. View full review »
Gopalkrishna Baskarabhatla
Architect at Cisco
The technical support is good. I have contacted technical support of Automation Anywhere quite a few times during the process of developing a bot. Their responses were good and up to the mark. There were very responsive and proactive in resolving issues. They were on top in terms of supporting the features of the applications. View full review »
ITProjec26f6
IT Project Lead at a financial services firm with 51-200 employees
We have been pleased with the technical support. Their response times, capabilities, and patience when working with us, taking the time to understand the issues, and helping us to resolve them. This has improved over time. We are encouraging our users to use them as a resource when they do have questions or problems. View full review »
RaviMandal
Assistant Manager at Genpact India
I feel day by day there will be an implementation coming up and we will be adding new features. I will look forward to using their services for this. View full review »
Businessb9e8
Business Transformation Manager at a maritime company with 10,001+ employees
Technical support, so far, has been pretty good. We haven't had any major issues and the ones we did have were answered pretty quickly. View full review »
AnkitAnand
Senior Consultant at a financial services firm with 10,001+ employees
Whenever we are stuck at any point where we don't know something about a feature, we just reach out to the support team. Their ability and knowledge have been very helpful to us. View full review »
Avinash Nyamati
Senior Analyst at Merck KGaA
Support-wise, it is great. View full review »
Manohar-Reddy
Service Delivery and Operations at a pharma/biotech company with 10,001+ employees
We have a direct point of contact for technical support, although there are limitations. In some instances, the technical support is on time, but in other cases it takes longer. When we commit to the customers we cannot give the time, for example, as a two or three-day turnaround. When the Automation Anywhere team works with our technical team, they don't understand what kind of tools we have within the system in our company, and how that data is going to be interlinked with the other machines. This converting of data on the functionality side is where some of the limitations are. View full review »
Sujay Ghosh
Team Lead at Accenture
I use Automation Anywhere's tech support every day. They are awesome. Whenever I have certain ideas, I always drop them an email. Then, six or eight months down the line, I see those releases coming in which makes me feel proud. The engineering team works on our suggestions and provides us with a patch or upgrade, which is nice to see. View full review »
reviewer1204977
RPA Developer at a insurance company with 10,001+ employees
If you ask me to rate the technical support from one to five, I will rate them a four. I will say that the technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support. View full review »
VimalRaj
RPA Development Lead at Intellect Design Arena Ltd
Their guys will take maximum only two hours to solve the biggest problems. If I need any clarification, I will raise a ticket. However, their people won't message me when replying back, "Are you checking this setting?" Their people will call me and ask, "How can I help you? This is the issue. Have you followed the steps by testing or calling it something different." Instead of sending a mail and wasting time, their people will directly call me and ask, which is the best thing with the Automation Anywhere. View full review »
RpaDevel0b28
RPA Developer at a consultancy with 1,001-5,000 employees
Sometimes technical support has been very helpful and they've solved a problem very quickly, while sometimes it takes a month or a few weeks to get a problem solved. View full review »
Suneel Sharma
CRO at Skyzhot.com
They help support our large number of clients. So far, they have been okay. Going forward, we will require a lot more support from Automation Anywhere. View full review »
Ronaldo Firmo
Automation COE Manager at a mining and metals company with 10,001+ employees
AA Technical support has been contacted for different reasons, including validation of bot developments. In all scenarios, support was very responsive, efficient, and acknowledgeable, resolving all issues very quickly. Support is available 24x7 with tickets being raised either by their own ticket system or by direct calls. The customer service manager engages with the SPA in the company via phone call every quarter, to check on the customer satisfaction. View full review »
Sachin Chitranshi
Senior Consultant at a financial services firm with 10,001+ employees
We have never had to use the technical support as we were able to work with and implement the product. We act as consultants and supply technical support to clients. View full review »
MohanAgrawal
IT Consultant at ITC Infotech
We are creating bots, as of now, for different areas and use cases that we have. Once, that is completed and pushed to production, then the support team will come in. We have lifetime support for production, which is for the partnership. View full review »
Assistan620c
Assistant Project Manager at a tech services company with 201-500 employees
I have dealt with technical support for this solution and they are one of the best, I would say. Their response time is very fast and the knowledge that the tech team has is impeccable. All of the issues that we have raised were solved within a day and this has been very helpful for us. View full review »
Architec82e8
Architecht at a insurance company with 1,001-5,000 employees
Technical support has been very good. That is a major advantage of using Automation Anywhere. When you log your particular issue, within the next two to three hours a technical person will be available to walk through the problem, identify and troubleshoot it. View full review »
RpaLead259a
RPA Lead at Juniper Networks
We hardly get a solution out of the technical support. I would rate them as a five out of 10. There is a lack of ownership. View full review »
VigneshMunian
Consultant at Deloitte
The technical support is something that I rely on if I have any queries or if I have to work on another alternate approach. I've been working with Automation Anywhere for four years, and during that time, the technical support that AA provides has been very good. They usually resolve the tickets that I raise in 24 hours and have come up with a knowledge base based on previous tickets that other people have raised. They have created something called a knowledge base, where before raising a ticket, I can just go to the knowledge base and see whether people have faced similar issues before and how AA has given a solution. So, in terms of technical support, I feel like AA is doing a pretty good job. View full review »
SrManage8b39
Sr. Manager at Tata Consultancy Services
Technical support for this solution is good, and they have provided us with resolutions to our problems. We are partners, so naturally, our support systems are connected. Normally we need to wait for a message from the technical support team, and then we have to capture screenshots and do some monitoring. We also need to do some analysis. This makes for a huge gap in resolving an issue. We do have a customer with a technical issue that was taking quite a long time because of their Oracle integration. There was a very long gap in time before resolution, so the customer was a little bit unhappy about it. They have to be able to foresee these types of use cases and ensure that they have a stable tool that is able to cater to my new ones. View full review »
AnilSharma1
Senior RPA Consultant at a Consumer Goods with 10,001+ employees
I haven't dealt with Automation Anywhere's technical support. View full review »
SubhamMahanta
Cognitive Lead at Quosphere
Support is five (out of five). The technical support is better than any other automation tool that I've seen. The ticketing resolution that they provide not only for paid customers, but for PoCs that we conduct, IQ Bot, and other scenarios wherein the product might not be functioning properly. The support is top-notch. There are scenarios wherein we need to be able to identify the best possible solution, and there is support for that as well. View full review »
Vinod-Kumar
RPA Developer at a financial services firm with 10,001+ employees
I have not used their technical support. View full review »
Saurabh Soni
Manager at a financial services firm with 10,001+ employees
I have used the technical support a lot of times. It has improved a lot. The response time has been very good. We used to face many problems for auto login and scheduler. It is lot of tickets for these problems, but Automation Anywhere was very responsive at that time. While they didn't have a ready-to-go solution, they ensured in the next release those improvements were there and now it is very stable. View full review »
VpIsGlob37e5
VP IS Global Development at a manufacturing company with 1,001-5,000 employees
The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response. View full review »
Katherine Herbel
RPA Lead at a financial services firm with 1,001-5,000 employees
The technical support is not great. We have had issues where they close our tickets when we don't respond to their email within eight hours, but they email us on a Friday night. I had two days where I was out of the office, and they closed tickets on me. This has happened to my co-workers, as well. This has been frustrating. I really struggle with the support team and informing them of endemic issues. They try and explain it away, but I know enough to be aware that there is a bigger issues, such as what we experienced with versions 10.5 and 11.2 causing us to babysit bots. Not having the support has been problematic for me. View full review »
Buisness39d3
Senior Manager at a tech vendor with 10,001+ employees
I did attempt to reach out to customer support a few times. I didn't really get any response. I would rate them a five out of ten. There is room for improvement. View full review »
SystemsAecf6
Systems Analyst at a manufacturing company with 10,001+ employees
Technical support from Automation Anywhere is pretty good. When I raise a ticket to them, they respond very quickly and try to resolve the problems which we are facing day-to-day. We are now very stable with the tool and not having any issues. When we started with Automation Anywhere, we had issues. We contacted technical support, and they helped us. View full review »
reviewer949524
Program Manager at a manufacturing company with 10,001+ employees
We just started using their technical support. Up until now, we were working only through our IT partner. The technical support that we have received so far has been accurate and fast. View full review »
reviewer1205004
Developer at a manufacturing company with 10,001+ employees
We have 24/7 support. We usually talk to the representative and get a lot of information. We share our knowledge. One of the most important things, which I found interesting at this conference, is even high-level executive people come to us and they ask for feedback, e.g., the drawbacks faced while using this product? They're getting in all the knowledge and feedback, then they're implementing it. The most important thing is they're implementing what, as a developer, we wanted include to make our lives easier and for the business to be satisfied. View full review »
Sangameshwar Biradar
Assistant Professor at Gitam
We do resolve some problems ourselves, but if it is difficult then we approach the technical support for Automation Anywhere. Their response is very good and they are very helpful. View full review »
Kunal Goel
Digital Expert at a consultancy with 10,001+ employees
We didn't face any issues from their technical support. They were responsive and helpful. View full review »
Deepika Bale
Specialist Quality Operations at a pharma/biotech company with 10,001+ employees
I would rate technical support an eight out of ten. Usually, we have a very good response from technical support. However, we did have a case that we wanted to be resolved as soon as possible, and it took a very, very long time. Probably more than a month. They gave us a lot of solutions but nothing worked. Ultimately, it was our team who actually found a resolution for it. View full review »
Joel Samuel
Manager at Tata Consultancy Services
The technical support has been brilliant and good. They have been quick to respond with the right answers, as much as possible. View full review »
Baskaran Chidambaran
RPA Specialist at Olam International
Technical support has been a great asset. We have been encountering migration issues associated with database activities due to computer database back-end. We have contacted the technical support with database issues due to object cloning and SAP Objects. They have been helpful. Their response time is within one to two hours. In some cases, it has dragged on up to six hours. I haven't found it dragging on for one to two days. View full review »
Amrit Goswami
Automation Developer at ACronotics.com
We have not used technical support for this solution. View full review »
Gagnish Relhan
ETL Analyst at a tech vendor with 10,001+ employees
Automation Anywhere technical support is pretty good. I would rate them as an eight out of 10. I'm giving them an eight out of 10 because this community is still developing right now. I will not say it's fully developed. We are in a market where other contenders are also there. It is a very neck and neck competition between UiPath, Blue Prism. and Automation Anywhere. Between them, somebody is good at some things, and somebody is good at others. That is why I cannot give the support a 10 out of 10. However, because of this product's features, I would rate Automation Anywhere as a 10 out of 10. View full review »
HeadOfAu444f
Head of Automation at a comms service provider with 1,001-5,000 employees
A lot of the technical support is done by my teams. I do not have great visibility. As far as what my team has told me, it was a tedious process before. They have relaunched the entire support portal. It seems to be a lot more user-friendly to log tickets and reach out to people there. Their customer success team are a great bunch of folks who try to support and get things done for you. View full review »
Sunilkumar Venugopal
RPA Solution Architect at Olam International
Tech support is one of its primary features, far better than the other RPA tools. We have been able to fix some big technical issues that we came across. View full review »
Sanjeev-Singh
Software Engineer at Accenture
Automation Anywhere gives quick responses to any request when we used to reach out to them. Then, they will response and work with us to get it fixed. I have multiple experience like that. View full review »
MaheshPulipaka
Sr. Manager at Avenir Digital
More than the technical support, we have been relying on presale support. In the future, we might need the technical support as well, when we locate complex use cases. But the presale support and the partner-enablement support have been a great help for us until now. View full review »
SaravanaVelayudham
Global Head Training at Acronotics
Technical support needs to be much faster. I also had the project delivery. I had six clients whom I looked after. Whenever we got stuck, it was all about sprinting. There was a two or three week sprint. Within that, if you just wait for two to three days, it doesn't make sense. The support needs to implode, because I was just talking to a customer now who came directly and asked us, "Can you give us a dedicated support team?" It's feedback from our customer that support takes too long. View full review »
Vimalraj Nagendran
Senior Manager Middleware at Extreme Networks
So far, the technical support has been really helpful. We were even able to engage the customer success team when we needed them. They have helped us solve our problems, which is very good. View full review »
TanyaMaheshwari
RPA Lead at Volvo Construction Equipment
Until now, whenever we required any help regarding technical support, we got it from Automation Anywhere. So, definitely the technical support is 10 out of 10. We are very happy. Today, I'm very excited to be part of these bot games. View full review »
Consulta48d2
Consultant at Ernst & Young
The technical support is good. Their marketing team is good. View full review »
RamakrishnaAkella
Associate Dean Placements at KL university
The majority of the technical support that we get will be through digitization. If someone wants to go through a digital process automation, this is one of the best tool to adapt it. When compared to other products on the market, the adaptability and usage are very easy. Moreover, getting the resources who are trained in Automation Anywhere, we can get that very easily. As Automation Anywhere is giving this technology for free, as there are no commercials involved, the majority of the skilled workforce are showing a lot of interest. That will be the future of this product. View full review »
Sunil Ranka
Founder at Predikly
Technical support is pretty good. They are reachable and they've been able to solve the problems. View full review »
Technica6e74
Technical Lead at a manufacturing company with 10,001+ employees
The technical support is good. Whenever we have issues with the product, the support team gets back to us normally within half a day, or sometimes even sooner, with direct answers of how we can solve our issues. If they don't have documentation for it, they have somebody call us, and we have the issue resolved in a day or two. View full review »
Saketha Krishna
RPA Architect at Sage IT
Technical support for this solution is good, but sometimes to takes a long time for them to get back to us. Sometimes we face technical issues while we are downloading, and there has been a delay in getting support. If this could be minimized then it would be great. View full review »
ThanigaimalaiParthasarathi
Developer at ITC Infotech
We get a lot of support from Automation Anywhere. For any issue, we just call the people, and they're ready to be there. They send up people to our organization to set up and resolve issues. Any sort of glitches which we are facing, we can contact them anytime. They're ready to give us a solution. They even send up people to our premises to look and give the solution for us. View full review »
Kumar Animesh
Senior Technical Consultant at Fujitsu India
Automation Anywhere's technical support is good. They provide it via email. There are no issues with it. They have opened their offices for technical support in India. Usually, within 24 hours, we get a resolution via a reply to our email: "This is the issue, and this is the solution," or, "This is the way to do it." It usually doesn't take longer than that. View full review »
Automati8812
Automation Architect at a tech services company with 10,001+ employees
Timing is a problem with the technical support. A person will be assigned, but that tech support person may only be available during our morning hours. In the morning, we might be in a meeting, not able to respond when the tech support reaches us, then when we try to reach them back, the tech support person may be on a call or not in the office. This is a challenge. View full review »
AnshikaSingh
RPA Developer at Accenture
Automation Anywhere has very strong game because it is always up for asking feedback. It doesn't just ask for feedback. It actually works upon it. So, every time it releases a new version, we always see that feedback being implemented into their tool. That's a very good thing from Automation Anywhere which I have seen. They actually take the customer's feedback very seriously. I was working on a workload feature called Workload Management, where I was facing a few issues here and there. For that, I raise a ticket and in the next release it was actually implemented. It was glitch type of thing, and it was handled in the next release. View full review »
SeenivasaganKannan
RPA Consultant at Intellect Design Arena Ltd
From our technical support, we receive a lot of suggestions. If you do it in this way, it will make your output easier and much better. So, the suggestions are very important when we are developing tools and bots. From Automation Anywhere technical support, we got a lot of information like this. If we have any doubts or need any clarification, they are ready to support us all the time (within a particular time) until we get a response. That is the main point that I want to highlight here. View full review »
Dhaneel Shanthpure
Founder and CEO at Digigro
Technical support needs to be worked on as the turnaround time can be around a week, even though we are just using the solution on a pilot basis. We are working in real-time with realistic data. While the process of a logging a ticket is good, the process from logging a ticket to closure needs faster support time. View full review »
ShubhamSinghal
AI and RPA Practice Head at In2IT Technologies
Technical support is great. We have raised multiple queries over time and the results have been really good. The responses have been really good and fast. The feedback I have heard is that they get back to us same-day or, if not, the next day. View full review »
Automati9838
Automation Lead at a software R&D company with 10,001+ employees
We do reach out to Automation Anywhere technical support and it definitely helps. View full review »
ChiefArc74eb
Chief Architect at a financial services firm with 10,001+ employees
The technical support is good, but I would like to see improvement with the documentation. View full review »
Kaushik-Mukherjee
Project Manager at ANZ Banking Group
The support that we receive from Automation Anywhere is really good. We have specific customer success managers as a platinum partner. We have support extended to us when we have any type of concerns and issues. View full review »
Masaru Ogawa
Assistant to GM, IT & Business Transformation Division at a manufacturing company with 10,001+ employees
We do utilize Automation Anywhere’s technical support via our partner. Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications. I feel that we haven’t been able to fully take advantage of the support yet. It’s important not to just implement bots just for the sake of implementing them but to think about how bots can be used to make processes more efficient. The reason we chose Automation Anywhere is that it’s easy to develop with it. It also covers the widest range of functionality and it is enterprise oriented. Furthermore, a group in Toshiba started using it too, which made it possible for us to share information with one another. That’s why we decided on Automation Anywhere. View full review »
SeniorMa8f54
Senior Manager IT Department / Corporate IT Planning at a tech vendor with 201-500 employees
Currently, we are getting it through a vendor from who we purchased a license. So, when we have questions, we contact them, then they contact Automation Anywhere’s headquarters. We always get answers, but it is a bit time consuming. Here is where I think some improvement can be made. View full review »
Eric Dalton
Business Apps at New Jersey Resources Corporation
We went through an Automation Anywhere partner, who handled all the technical support. So, we didn't go the Automation Anywhere technical support directly, except on occasion. We got through all our issues, eventually. View full review »
SanjeevKumar7
Senior RPA Developer at a financial services firm with 10,001+ employees
Their support team is very good. View full review »
RajatOmar
Associate Consultant at KPMG
The technical support team was very helpful on on our development. There were many cases where we needed their support and urgency. They gave a lot of support to us. They responded well quickly. That's what is required for our development or developer team, so I'm a bit happy with our technical support team from Automation Anywhere. View full review »
ProjectMa81f
Project Manager -Learning and Development at a software R&D company with 10,001+ employees
Technical support is very good, and we are getting what we require. Initially, it wasn't that great at the start of the year. We had a discussion with them and came up with a communication plan. Since then, it has helped us out and we are happy with that. View full review »
SoumyadeepPaul
Manager - Finance at Sterlite Power
I would break it down to two separate departments: * The Professional Services, who help us in automating the processes, have been quite phenomenal. The support that has been given, not only automating, but also re-engineering of the processes for the better has been great. * Technical support is quite proactive. They have bettered their customer support portal. They made it better. So, we have not faced any issues as of now in this regard. View full review »
ManjunathMothilal
RPA Consultant at ITC Infotech
I have asked many questions of the technical support team. They replied to me with very good answers. When I'm stuck in any part of the coding, then I'll go and ask them. They have given me very nice support. It's pretty good how they are ready and they have supported me when I've asked questions in a call. View full review »
Amrutabandhu Choudhury
RPA Consultant at a tech services company with 10,001+ employees
Technical support is ok. They have fixed our problems when they come up. But, the problem returns, so the tool needs to be enhanced. View full review »
Prabir Roy
Manager at Eli Lilly and Company
The technical support for this solution is pretty good. The turnaround time is good, as well as the response. The technical support people are well trained and we appreciate it. View full review »
Sankarlal M
Consultant at Deloitte
The technical support team was very good to work with, as they were knowledgeable and provided good explanations. They were quite responsive. View full review »
RpaDevelfc86
RPA Developer at a pharma/biotech company with 10,001+ employees
The technical support has been brilliant. We haven't needed to wait a lot. Anybody from my team, whenever we tried to contact the customer care or technical support, has gotten a reply back probably within one to two hours. So, support has been outstanding from the Automation Anywhere team. View full review »
RpaDevel9e0e
RPA Developer at a financial services firm with 201-500 employees
We have used the technical support. I am quite unhappy with the support part. The higher priority tickets are not getting resolved within the SLA. Higher priority tickets for production issues should be looked into immediately. However, until they get escalated, tickets are not receiving higher priority. I would like to see this improve. View full review »
Automati7e97
Associate Director, Healthcare Technology Solutions at a consultancy with 5,001-10,000 employees
The technical support is inconsistent. It seems like every time we call, there's someone who has only been with Automation Anywhere for a couple of months. Oftentimes, if you call two different people, you'll get two different answers, back-to-back. What we tend to do is, if we don't get a fix or resolution right away, we'll call back immediately or submit a second ticket immediately, and try to find someone else. View full review »
Farid Karmadi
Site Operations Coordinator at a retailer with 5,001-10,000 employees
We have not contacted the technical support because we have not had issues. My manager works our customer success manager. View full review »
Principa4a5a
Principal Analyst at a Consumer Goods with 10,001+ employees
The technical support is really good actually. When I submit a ticket, within two or three hours I have an answer. So far when I apply the solutions they have worked, so it seems good. View full review »
Luis Romero
CIO at Binary Technologies Inc
The technical support is great. The Automation Anywhere University is very good. I liked the courses and the videos, which were included. I found it to be very intuitive and educational. View full review »
Bruno Rocha
Workforce Coordinator at a mining and metals company with 10,001+ employees
The technical support has been good. They have been working closely with us. However, at the beginning, their support was splotchy. Now, we are working on specific issues together, and they are getting more involved when looking at the problem as a whole. View full review »
BharaniKirubakaran
RPA Program Manager at Agility
I feel great about this conference and the way that people connected each other, from the developer to top management. Within three months, since I started my experience with Automation Anywhere, it has been nice and good. View full review »
Punith Venkatesh
Consultant at a tech services company with 501-1,000 employees
I would rate the technical support as a six out of ten. They are combining the tech support and forums into one portal. However, we have had delays in some of their response times. Their responses have been good, though. The technical support helps us with a bunch of our clients. We get queries from our clients, then we try to solve them. If we are stuck on some issues, then we will contact the help desk. It is there that we will get help from the tech support. For version 11.3, I am good for the tech support, but they are ending the support for version 10. View full review »
ITDirect5fd0
IT Director at a tech services company with 1,001-5,000 employees
I haven't heard any complaints from the team about technical support. I haven't interacted directly with the technical support, but the team hasn't complained. View full review »
ProjectM49fa
Project Manager at a manufacturing company with 10,001+ employees
We have been happy with technical support. Whatever the problem, we get a response with the status. Even if the issue is not resolved, we have transparency. View full review »
Rpa5a1d
Tech Lead at a tech services company with 501-1,000 employees
The tech support has improved over the years. I believe the tech support to be sufficient right now. View full review »
Chetankumar K
Lead Consultant at a tech services company with 501-1,000 employees
It would be really good if they could give more priority to tickets which are raised by partners. Right now, Automation Anywhere customers and employees have higher priority. As a partner, we usually use whatever is online or the Automation Anywhere website. We search that to see if anyone else has already faced this issue and provided a resolution on the site. 80 percent of the time it is there. If it is not there, then I raise a ticket or call a hotline number. View full review »
Solution1ddf
Solution Manager at a financial services firm with 10,001+ employees
I've received different levels of support from Automation Anywhere. It has thoroughly improved, and I have seen quicker turnaround times from my questions. View full review »
SeniorAsced7
Senior Associate, IT at a financial services firm with 201-500 employees
Automation Anywhere technical support has been great. Some of their partner support is less than to be desired. View full review »
Neethushree S
QA in RPA at a pharma/biotech company with 10,001+ employees
We are getting good support from the Automation Anywhere team. We have not found any cases or issues until now. They have been implementing and supporting us is in a very good way. As of now, we have developers who are supporting us from Automation Anywhere. They are very knowledgeable enough to understand our process requirements and build a solution for us. They interact with our SMEs on a regular basis. Once we implement the process into production, we will need continuous support from the technical team. We look forward to working with the same support going forward. View full review »
SeniorMa1140
Senior Manager at a pharma/biotech company with 10,001+ employees
The technical support needs to be improved to provide exclusive support for each customer. View full review »
RpaDevel3794
RPA Developer at Verizon Communications
I have faced some of the problems with the Automation Anywhere tool. The technical support is quick and very responsive. They make sure the problem is completely resolved, which is good. View full review »
reviewer1126875
User at a tech services company with 10,001+ employees
All of the times that I contacted technical support were pleasant. Tickets were assigned quickly and resolved. We even have a customer liason weekly tagup call with the vendor to help with anything that may arise. View full review »
SeniorVi633f
Senior Vice President and Digital Leader at a tech services company with 10,001+ employees
My team is in touch with the technical support. I don't work directly with them. View full review »
RpaDevelb9b5
RPA Developer at a manufacturing company with 10,001+ employees
The tech support of Automation Anywhere is very supportive regarding the voice of the customer. E.g., they ask for our feedback about what should be improved on their automation tool. This is one of the things customers look for in a product or tool. View full review »
SrAppliced70
Senior Application Developer at a financial services firm with 1,001-5,000 employees
The technical support is great, but I would like them to be faster with their response times. Sometimes, we have to contact them multiple time on the same ticket to receive a response. View full review »
Operatiobf07
Operations Leader at a financial services firm with 10,001+ employees
We mostly use our own technical support. When we do escalate issues to Automation Anywhere, we have a good relationship with them. View full review »
Harish Bennalli
Senior App Developer at a financial services firm with 1,001-5,000 employees
The technical support is good. They are knowledgeable and don't waste much of our time. They are quick in resolving things by identifying the exact root cause. We try to resolve the issue from our side first because we are trained in the product. It is only when we can't solve the issue that we contact support. View full review »
Associatdd34
Associate Manager at a pharma/biotech company with 10,001+ employees
We have not used technical support for this solution. View full review »
Bvs Siva
Architect at a software R&D company with 10,001+ employees
We don't have very many issues so we have rarely used technical support. I would say that my experience with them has been satisfactory. View full review »
ManagerA8e80
Manager, Administrator of Strategy Team at a software R&D company with 51-200 employees
We are getting technical support as a consulting service. Automation Anywhere Japan is doing the technical part of “Bottason” for us. We are receiving our support as such, but as far as the daily incremental technical issues, we ask Deloitte for help. View full review »
reviewer1185765
User
Technical support for this solution is the quickest and the best. I always get a response within the same day and their support matches our SLAs. View full review »
Jayaraj Pachiyappan
Senior Analyst at a software R&D company with 10,001+ employees
We have reached out to Automation Anywhere when we deployed our system. I was not able to use a few of the commands and the system was overwriting a set of folders. Then, we got support from the Automation Anywhere tech center. I would rate the technical support as a 10 out of 10. View full review »
Jiaming Deng
Developer at Normandy Insurance
I haven't had experience with the technical support. I never call them. View full review »
Will Haskell
Supervisor at a energy/utilities company with 5,001-10,000 employees
I don't use the technical support a lot. It feels like a lot of time that they will ask us to check the user manual. When we eventually just tell them, "No, we want to set up a call." Then, they are usually pretty helpful on the call. View full review »
HelallAkhtar
Senior RPA Developer at Ernst & Young
It is very easy to interact with the support team for Automation Anywhere whenever it's required. Sometimes, if the training is required, they would visit our premises. We can also visit their premises. In terms of training and product support, if you have any challenges as a developer, they help all the time. It is very easy to connect with them. View full review »
TusharKant
Automation Developer at Schlumberger
Technical support could be much better with the responses which we get. Also, guys come to our company and help us whenever we have some big challenges, so it is quite good. However, it could be done in a better way. View full review »
DivyenduYadav
Automation Developer at Schlumberger
AA has good support. Suppose we have any queries, they are there to help us. They have a support portal where we can raise a request and they will immediately reply on the basis of the priority level that they have set. So, it's very good. View full review »
ChiefITA7b2f
Chief IT Architect at a consultancy with 10,001+ employees
I have seen that the South American support is not as good as it should be. I would recommend them offering onsite support after the initial support. They offer onsite support at the beginning, and this works well. Once this team leaves, the client is not enabled to work with the product. During the second and third stages of the setup, the client then has to hire a partner to help them resolve issues and put things into production. We don't feel Automation Anywhere was there for our clients after the initial setup. View full review »
DigitalAa2c7
Digital Analyst at a energy/utilities company with 1,001-5,000 employees
I haven't really had to work with the Automation Anywhere technical support. I mostly use my in-house technical support. View full review »
ManagerBf895
Manager, Business Process Integration at a manufacturing company with 501-1,000 employees
I have take basic courses at Automation Anywhere University, because I an not actually a programmer. I just needed to know the high level of the product. The Automation Anywhere University was very good. View full review »
Bhaskar R
Sr Site Operations Coordinator at a retailer with 5,001-10,000 employees
We have not used technical support for this solution. View full review »
Shreyas Natesh
RPA Developer at Merck KGaA
Technical support for this solution is very good. The response is very good and they come back to us very fast. View full review »
KrithiShetty
RPA Developer at Ernst & Young
The main point to go for Automation Anywhere is because we have worked with other tools than Automation Anywhere and the support team which Automation Anywhere has takes time to try understanding the issue, then give the feedback. That is something we learn along with the Automation Anywhere guys. I would go for Automation Anywhere because of the support team. View full review »
Businessa5e1
Business Technology Analyst at a consultancy with 5,001-10,000 employees
The technical support is good. The only issues that I've come across are technology for our environment is very specific and their support doesn't know much about it. We have to take the time to explain it to them, so they can manage and handle the issue from there. View full review »
Navinkumar Sadasivam
Quality Analyst at a software R&D company with 10,001+ employees
Automation Anywhere team is ready to support us if we encounter any issues. We recently encountered some issues in the navigation controls that our dashboards were unable to change. So, we contacted the Automation Anywhere team and they helped us to get it rectified. View full review »
Vikram Chitale
Process Leader Purchase to Pay at Eaton
The customer service that they provide is good. They have good turnaround time with fast responses whenever there is an issue. They give us the right solution. View full review »
Jian Chen
Systems Engineer at a insurance company with 1,001-5,000 employees
The technical support is good. View full review »
AjayPatel
Consultant at a financial services firm with 10,001+ employees
Technical support is great, but some of our tickets have not been solved. View full review »
Jeffery Gant
IT Business Partner at Lyondell Basel Industries
The technical support could be better, especially with their responds. They always caring through with their timing though. View full review »
SeniorMada6d
Senior Manager Development at a tech services company with 501-1,000 employees
The technical support is very good. View full review »
Configur7384
Configuration Specialist at a energy/utilities company with 1,001-5,000 employees
The technical support is good. They try to get back to us within one to two days. Once they do respond, everything is good. View full review »
ProcessI4690
Process Improvement Manager at a comms service provider with 10,001+ employees
Technical support is very good, quick, and effective. View full review »
Infrastr17d7
Infrastructure Manager at a financial services firm with 10,001+ employees
The technical support is very helpful. We have almost 24/7 support. We also have a representative who works closely with us to make sure everything get resolved as quickly as possible. View full review »
Prabu Baskaran
RPA Specialist at a manufacturing company with 1-10 employees
The technical support is great and responsive. Whatever issues we face in the production or our environment, the support team will help us within a short amount time. This is helpful to us when automating all our processes. Last week we had some issues with our current version, the technical support rectified the issues with a day. View full review »
Shashikumar Kasarla
MTS IV Consultant at a comms service provider with 10,001+ employees
The technical support is good. When we open tickets, we immediately receive a response. In some cases, we make suggestions, and they tell us that they can't make the fix. This is okay, too. View full review »
Technicaf766
Technical Architect at a software R&D company with 10,001+ employees
We have not used technical support for this solution. View full review »
Siva Gangavarapu
RPA Developer at Qualcomm Incorporated
The technical support is fine. As soon as we raise an issue, we can get the technical support that we need. They provide the solutions to our issues. View full review »
RpaLeadA5224
RPA Lead Architect at a manufacturing company with 10,001+ employees
The customer service is very good. We are in regular communications with our customer success managers who handle our technical support. They are knowledgeable technically. View full review »
SeniorMad942
Senior Manager at Genpact - Headstrong
The technical support is pretty good with Automation Anywhere. If we have any issues, we raise a support ticket and we get it resolved. View full review »
Anantha Kancherla
AVP Solutions at CIGNEX Datamatics
The technical support is solid. They are pretty responsive. View full review »
RpaDevel40d8
RPA Developer at Verizon Communications
Sometimes, it takes 24 hours to get a response from the technical support. View full review »
Arumugam Subramanyam
Solution Architect at a financial services firm with 10,001+ employees
We are using the technical support. They are fantastic, but sometimes we aren't getting the expected outcome that we want from the tech support team. We would like to see this improve. View full review »
Vandana Khanna
Sr Manager Emerging Tech at Verizon Wireless
The technical support is pretty good. View full review »
Yash Parikh
Project Manager at Nine A Business Connect
I have found some problems, but the support is very fast. However, sometimes I feel like I need more guidance. E.g., when providing the answer regarding the login for SAP automation, give an answer that I can explain to my customers. View full review »
Alexandre Dusseault
Technical Lead at a financial services firm with 10,001+ employees
The person who is working on our architecture is not always available. View full review »
Vatsal Shah
Application Engineer at NineA business connect
Technical support for this solution is quite good and they are very responsive. They also give you a solution very quickly. View full review »
Software66cd
Software Engineering Manager at a financial services firm with 10,001+ employees
Technical support is good. They need to improve their response to production issues. They need to have knowledgeable people to fix issues when things are down in production. View full review »
Mohan Negi
Senior Consultant at PricewaterhouseCoopers
We contact Automation Anywhere's technical support via email. I would like the support to be faster. Their response time is one to two days. Their customer care could be faster. View full review »
SeniorGrb42e
Senior Group Manager at a financial services firm with 1,001-5,000 employees
I have not had a lot of experience with their technical support. View full review »
RoboticPe593
Robotic Process Automation Manager at Imerys
The technical support is good. You create ticket on the website, then hear back from someone. I do wish they were a bit quicker with a solution. View full review »
Manish Kumar
Software Engineer at a energy/utilities company with 10,001+ employees
From a technical perspective, their support is pretty good. We get a ticket after submitting a request for help. View full review »
Vinay Sridhar
IT Team Lead at a manufacturing company with 1,001-5,000 employees
The technical support is good. They are responsive to any questions that we have. View full review »
ProductM6aa8
Product Manager at a university with 5,001-10,000 employees
The technical support is critical for this product, but we have found them a challenge to work with. View full review »
Software0742
Software Developer at a insurance company with 10,001+ employees
The technical support has been a little slow to respond to our inquiries. View full review »
Technica28f7
Application Lead at a financial services firm with 1,001-5,000 employees
Their customer support is fantastic. View full review »
ITDeve824d
Associate IT Developer at a healthcare company with 10,001+ employees
The support for this solution is quite good. View full review »
Developeec22
Developer at a financial services firm with 11-50 employees
The technical support is amazing. It is the best support that we have worked with. View full review »
Matt Rethlake
RPA Business Analyst at Franklin Electric
The technical support is very good. We now have a technician on-hand to assist us with issues, instead of reaching out to Automation Anywhere's technical support. View full review »
Ajay Jeyaraman
Advisory at a financial services firm with 10,001+ employees
The technical support needs to do a better job of triaging tickets and updating critical people at companies. View full review »
RavindraKumar Muduli
RPA Developer at ViS network
I have seen videos from Automation Anywhere University, such as how to download products, how to import or export your license, and how to install. View full review »
Vaibhav Jain
Senior Tech Advisor at Ernst & Young
The technical support is very good. View full review »
Juan Polania
Specialist at Bancolombia
The technical support is good. View full review »
VpCorpFi5a75
VP Corporate Finance Systems at a financial services firm with 1,001-5,000 employees
The technical support is very good. We are very happy with them. It takes them time, but they do get results. View full review »
ErpRepor9540
ERP Reporting Manager at a healthcare company with 5,001-10,000 employees
The technical support is mediocre. The support is sometimes really good, and sometimes it is really bad. View full review »
Shyam Sundar Govindan
Developer at Tata Consultancy Services
Product support for our customers needs improvement. They should increase the support personnel. View full review »
Develope550b
Developer at a energy/utilities company with 1,001-5,000 employees
I would rate the technical support as an eight out of ten. View full review »
SupplyChe0e0
Supply Chain Manager at a manufacturing company with 1,001-5,000 employees
The technical support is good. I have only used it once. View full review »
Find out what your peers are saying about Automation Anywhere, UiPath, Blue Prism and others in Robotic Process Automation (RPA). Updated: November 2019.
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