Working with support

About UiPath Product Support

Product Support at UiPath is a globally distributed network of highly skilled engineers: Americas (USA), Europe (UK, France, Germany and Romania) and Asia (India, Japan, China, Singapore and South Korea, and Australia).

We can reach you in 120 countries and 9 officially supported languages.

Our Support Engineers are available 7x24x365 to take care of your business-critical automation and agentic solutions augmented by specialized mission-critical teams of Infrastructure Experts and Resolution Managers.

We have a track record of doing this year after year with greater than 90% customer satisfaction but never take good performance for granted or as a reason not to try to stay humble and grow.

Creating a Support Case

Use the UiPath Customer Portal to create a support case. Please see: Customer Portal - About Customer Portal for more information about the UiPath Customer Portal.

After signing in to the UiPath Customer Portal, select New Technical Support Request. Enter your deployment type (on-premises or Automation Cloud), choose the UiPath product related to your issue, and provide a description of the problem along with any relevant details.

Describing the issue

A detailed issue description helps our support engineers diagnose problems accurately. Include as much information as possible, such as steps to reproduce, exact error messages, expected outcomes, and user impact. The more context you provide, the faster we can assist you.

Please do not include multiple issues in a single support ticket.  If there are multiple, distinct issues (with different steps to reproduce, etc.), open multiple support tickets so they can be addressed individually.

Additional details

The New Technical Support Request form also lets you attach files. Use this feature to include log files, screenshots, or any other information related to the issue. Combined with a detailed description, these attachments help our support engineers resolve your case more quickly.

Support Case lifecycle

The initial response time SLA begins as soon as a case is created. After a case is opened, its status will change.

The following is a description of these status values:

Case status value: New

Use the right priority levels as per the priority matrix.

Include all relevant information in the case description.

Create one ticket for every issue; tagging multiple issues in the same case may slow resolution. 

Case status value: In Progress

No action is required.

As a customer with portal access, you can monitor the case progress and ask for information by tagging the Product Support Engineer.

Case status value: Customer Action

Respond to the Product Support Engineer promptly and with as much detail as possible.

UiPath may reduce the case priority by mutual agreement.

Case status value: Engineering Investigating

UiPath engineering teams are investigating in collaboration with UiPath Product Support.

Case status value: Resolved

Customers receive a notification once a case is in resolved status. Customers can request to reopen the case if the issue reoccurs within one week of resolution.

Case status value: Closed

No action is required.

Once a case is closed, we prefer a new open case to set all the right triggers in motion for efficient resolution.

If the provided solution doesn’t resolve the issue or the problem reoccurs, you can reopen the support case in the Customer Portal.

Best practices for expedited case resolution

Expedited, effective case resolution is a win for all involved.  The following best practices are recommended to better support this.

Always use supported product versions

It’s always best to use supported product versions. UiPath will not be able to extend support if your organization is using an out-of-support version or any unsupported activities package. For more information, read supported version details.

Provide complete, accurate and timely information

Always provide complete information in the initial ticket to ensure expedited resolution. The Support Engineer may ask for various logs to perform the troubleshooting; timely replies on your end will ensure the ticket resolution at the earliest.

Adhere to ticket best practices

Always provide the right priority assessment and ensure that every ticket has only one issue mentioned. Multiple issues included in a single ticket will delay the resolution process.

Ensure the right people and access are available

Troubleshooting often slows down when the requester lacks the necessary permissions or when key IT or security contacts are unavailable, which can delay resolution.

Plan for success using the documentation

During development and before implementing production automations, please go through the UiPath product documentation and familiarize yourself with the content in guides available on the UiPath website. We recommend that you follow the administration, setup, installation and other important guides organized by UiPath Product Component in the documentation.

Use self-help documents and guides available in the Customer Portal

We’ve built a comprehensive knowledge base from the expertise of our Support engineers. In many cases, you can resolve issues on your own by consulting these articles. For more information, read Customer Portal - About Customer Portal.

UiPath product lifecycle

For detailed information on the supported versions of each product in the UiPath Platform, see:  Product lifecycle 

Starting with the 2022.4 release (Q4 2022), all current and future product versions follow the Long-Term Support (LTS) model. Each on-premises Enterprise release receives two years of Mainstream Support and one year of Extended Support.

Mainstream Support (24 months from release date)

With Mainstream Support, products are fully supported, meaning that we will provide you with incident support, bug fixes/workarounds, security updates and responses to Service Requests. At the end of the Mainstream Support period, you will need to update to a version available in Mainstream support to remain fully supported.

For Gold and Platinum Support customers, UiPath now offers a 4th year of extended support called Extended Support Plus.

Extended Support (12 months from the end of Mainstream Support)

Extended Support provides partial support. During this phase, we offer incident assistance and critical security fixes on a commercially reasonable basis. Troubleshooting may include recommendations to upgrade to a version still in Mainstream Support. To maintain uninterrupted support, upgrade to a Mainstream Support version before the Extended Support period ends.

Out of Support

For Out of Support products, we will no longer provide any type of support. You must upgrade to a version available in Mainstream or Extended support to receive support.

For for a list of these products, read Out of Support Versions.