Once your bot is in Support, you will be introduced to your Customer Success team. They will walk you through our support structure and how to best contact our Support Team. In most cases, our support team will know about issues that arise with the bots before you do. In the cases where you do need to contact support (Bot is not working correctly, schedule changes, Bot modifications, application upgrades, we have several methods to do so.
Frequently asked questions
Sit back and relax! We got this handled for you. Seriously, the Bot machines, the CampTek UiPath Orchestrator and the Intelligent Document Processing software are maintained and supported by the CampTek Software DevOps team. In addition to providing secure access to your environments we ask to be advised about any upgrades to your systems. We will perform testing before and after the upgrade to ensure the Bots don’t run into their daily job.
If your automations are not being hosted by CampTek Software, we can still support your automations. We will need access to your test and production environment where the Bots are running, in addition we require the ability for the Bot to send an email using smtp.office365.com so we are able to get alerted externally the success or failure of the Bot. Your Project Manager will work with you and your IT team to setup those needs.
What if you already have your Developer and Project Managers email and would prefer to email them directly?
We highly recommend emailing our support email or submitting your issue through our Customer Support Portal for direct access to a team member who is ready to work on your bot automation’s issue. If you do decide to email your Project Manager or Developer, they will move your ticket to Support and alert you to your ticket submission. However, we can’t promise they will have the same turnaround time as our dedicated Support Team.