IBM Support

IBM Robotic Process Automation

Product Support Details for IBM Robotic Process Automation

Product List

Supported Language

US English

Contact Information

Visit the IBM Directory of worldwide contacts, click your country, and use the phone number listed in the Technical Support section on the page.

Hours of Operation

IBM Support business hours reflect normal country business hours in your time zone. For example, 8:00 AM to 5:00 PM in North America or 9:00 AM to 6:00 PM in some parts of Asia and Europe, Monday through Friday, excluding national or statutory holidays. Off shift hours (for eligible offerings with 24x7 response) are defined as all other hours outside of normal country business hours.

Visit the IBM Support Guide for more details.

Severity Definitions

IBM will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be. Cases opened outside Business Hours that do not qualify for 24x7 response will be responded to the next business day.

Visit the IBM Support Guide to select a product area for the specific Response Goals for each offering.

Escalation Process

If at any point in our service process you feel we are not meeting your needs, you may call our attention to your case.

Visit the IBM Support Guide for the escalation process related to your offering.

Additional Information

Operations Responsibilities
Operations team performs these activities:
  • On-boarding new customers to the cloud service
  • Provisioning keys for licensed capabilities
  • Monitoring performance and availability
  • Daily backups and recovery
  • Applying system patches and upgrades
  • Troubleshooting cloud service issues
Customer Responsibilities
You are responsible for developing, testing, diagnosing problems with, and managing your RPA solution, as well as managing your users and their access they should get to capability within IBM RPA as a Service.
Customer responsibilities include the following activities:
  • Installing and configuring the on-premise enabling software for your RPA Solutions – for attended bots, unattended bots, chatbots, and interactive voice response.
  • Managing users
  • Developing and testing your RPA solutions
  • Debugging/Tuning your RPA solutions
  • Managing the execution of your RPA solutions in development, test and production environments.
  • Configuring connectivity for your RPA solutions – Applications, Databases, Certificates, etc.
  • Supporting your users with your RPA solutions

[{"Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSC50T","label":"IBM Robotic Process Automation"},"ARM Category":[{"code":"a8m3p000000h9wiAAA","label":"Config"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
29 August 2022

Document Number

ibm16433481

Page Feedback