Accelirate Managed Services RPA Support and Monitoring

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Accelirate Managed Services

Accelirate’s Managed Services were created to standardize and prioritize the support, monitoring, and management of an organization’s bot infrastructure utilizing L1 and L2 Robotic Operations Center (ROC) Resources. Through this program, organizations are able to customize their support needs by selecting the desired support tier in each category to build their desired managed services package.

Package Tier Options

L1 Support

  • Bot Monitoring
  • 8×5 U.S. and India
  • Up to 6 Standard Dashboards

L1 Support

  • Bot Monitoring
  • 16×7 U.S. and India
  • Up to 6 Standard Dashboards

L2 Support

  • Up to 5 Support Incidents

L2 Support

  • Up to 10 Support Incidents

L2 Support

  • Up to 15 Support Incidents
  • Up to 3 Enhancements
    (>8 Hours of Effort)

What L1 & L2 Support Includes

L1 Support

  • Bot Monitoring (Pre-Emptive and Alerts)
  • Frist Level Troubleshooting and Resolution
  • Review and Hand-Over of Business Exceptions
  • Support Hotline and Ad-Hoc Bot Run Requests
  • Coordinate Platform Vendor Support
  • Bot Capacity/Availability and Schedule Tracking

L2 Support

  • In-Depth Production Issue Troubleshooting
  • Issue Resolution/Provide Break Fixes
  • Log Analysis
  • Minor Enhancements
  • Bot Performance Issue Resolution
  • Configuration Management
  • Create Automation Support Artifacts and Documentation
  • DR/BCP Planning
  • Liaise with Infrastructure and COE teams

End-User Support Add-On

Accelirate’s End-User Support add-on is made for the organizations who are practicing or looking to start their citizen developer initiative. With our end-user support, employees from the organization can call or chat with the live support team to trouble-shoot personal automation issues or get help with the development process.

End-User Support:

  • Call or Chat End-User Support
  • Available During the Same Hours as Automation Support
  • Citizen Developers can get support for automations they have built and deployed themselves
  • Citizen Developers can get support for processes they are attempting to build themselves using UiPath Studio X or a similar citizen-developer automation platform
  • 200 Support Tickets/Year

Package Tier Options

L1 Support

  • Bot Monitoring
  • 8×5 U.S. and India
  • Up to 6 Standard Dashboards

L1 Support

  • Bot Monitoring
  • 16×7 U.S. and India
  • Up to 6 Standard Dashboards

L2 Support

  • Up to 5 Support Incidents

L2 Support

  • Up to 10 Support Incidents

L2 Support

  • Up to 15 Support Incidents
  • Up to 3 Enhancements (>8 Hours of Effort)

What L1 & L2 Support Includes

L1 Support

  • Bot Monitoring (Pre-Emptive and Alerts)
  • Frist Level Troubleshooting and Resolution
  • Review and Hand-Over of Business Exceptions
  • Support Hotline and Ad-Hoc Bot Run Requests
  • Coordinate Platform Vendor Support
  • Bot Capacity/Availability and Schedule Tracking

L2 Support

  • In-Depth Production Issue Troubleshooting
  • Issue Resolution/Provide Break Fixes
  • Log Analysis
  • Minor Enhancements
  • Bot Performance Issue Resolution
  • Configuration Management
  • Create Automation Support Artifacts and Documentation
  • DR/BCP Planning
  • Liaise with Infrastructure and COE teams