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Support Resources

Appian Customer Support

For the confidence, resources, and live support you need to run and grow your business.

*Support plans are subject to change and may vary by country or market segment.

Submit a new case

To open a support case, please log in to your Appian Community account. Upon creating a case, you will receive a case identification number for future reference.

Support plan options

Plans

Basic
Available to all Appian customers

Essential
Featuring all Basic features, plus 24x5 phone support

Advanced
Featuring all Essential features, plus Cloud High Availability, 24×7x365 support, and exclusive Appian Cloud services

Enterprise
Featuring all Advanced features, plus an assigned Lead Engineer, dedicated virtual private cloud, and extended security compliance and audit services

Technical Support Services

  • Local business hours
  • 2 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • 24x5 support for Priority 1 and 2 cases
  • Local business hours for all other cases
  • 4 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • Phone support
  • 24x7x365 support for Priority 1 and 2 cases
  • Local business hours for all other cases
  • 12 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • Phone support
  • 24x7x365 support for Priority 1 and 2 cases
  • Follow-the-sun coverage
  • 24 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • Phone support
  • Lead Engineer assigned for proactive guidance and release planning
  • Monthly health check reviews
  • Annual corporate visit

Compliance And Audit

  • SOC 2 report
  • SOC 2 report
  • Standardized information gathering (SIG)
  • SOC 2 report
  • Standardized information gathering (SIG)
  • SOC 2 report
  • Standardized information gathering (SIG)
  • Annual customer audit
  • Site data audit requests
  • Annual security questionnaire

Appian Cloud Capabilities

  • 99.8% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)
  • 99.8% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)
  • Custom Domains
  • Private Network Configurations
  • 99.95% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)
  • Custom Domains
  • Private Network Configurations
  • High Availability for production (21-minute RTO, 1-minute RPO)
  • Enhanced data pipeline
  • Log streaming
  • Bring your own key
  • 99.99% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • X-Large default instance size (for Dev and Test instances)
  • Custom Domains
  • Private Network Configurations
  • High Availability for production (4-minute RTO, 1-minute RPO)
  • Enhanced data pipeline
  • Log streaming
  • Bring your own key
  • Dedicated virtual private cloud (VPC)
  • 500 GB additional storage
  • Monthly data snapshot
  • Monthly data refresh

Available to all Appian customers

Technical Support Services

  • Local business hours
  • 2 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access

Compliance And Audit

  • SOC 2 report

Appian Cloud Capabilities

  • 99.8% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)

Featuring all Basic features, plus 24x5 phone support

Technical Support Services

  • 24x5 support for Priority 1 and 2 cases
  • Local business hours for all other cases
  • 4 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • Phone support

Compliance And Audit

  • SOC 2 report
  • Standardized information gathering (SIG)

Appian Cloud Capabilities

  • 99.8% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)

Featuring all Essential features, plus Cloud High Availability, 24×7x365 support, and exclusive Appian Cloud services

Technical Support Services

  • 24x7x365 support for Priority 1 and 2 cases
  • Local business hours for all other cases
  • 12 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access

Compliance And Audit

  • SOC 2 report
  • Standardized information gathering (SIG)

Appian Cloud Capabilities

  • 99.95% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • Large default instance size (for Dev and Test instances)
  • High Availability for production (21-minute RTO, 1-minute RPO)
  • Enhanced data pipeline
  • Log streaming
  • Bring your own key

Featuring all Advanced features, plus an assigned Lead Engineer, dedicated virtual private cloud, and extended security compliance and audit services

Technical Support Services

  • 24x7x365 support for Priority 1 and 2 cases
  • Follow-the-sun coverage
  • 24 designated support contacts
  • Onboarding session
  • Online case management
  • Appian Community access
  • Lead Engineer assigned for proactive guidance and release planning
  • Monthly health check reviews
  • Annual corporate visit

Compliance And Audit

  • SOC 2 report
  • Standardized information gathering (SIG)
  • Annual customer audit
  • Site data audit requests
  • Annual security questionnaire

Appian Cloud Capabilities

  • 99.99% uptime SLA
  • Pre-release testing program
  • Appian Cloud insights
  • X-Large default instance size (for Dev and Test instances)
  • High Availability for production (4-minute RTO, 1-minute RPO)
  • Enhanced data pipeline
  • Log streaming
  • Bring your own key
  • Dedicated virtual private cloud (VPC)
  • 500 GB additional storage
  • Monthly data snapshot
  • Monthly data refresh

Additional support

Phone and Email Support

Contact Appian technical support by calling your local support team:

  • Americas: +1 703 442 1066
  • APAC: +61 285 203 042
  • EMEA: +44 20 3695 0246
  • France: +33 184 886 650
  • Italy: +(39) 0230451913
  • Singapore: +65 3158 1663
  • Spain: +(34) 910762836

Appian Community

The Appian Community site provides online customer support, real-time collaboration and networking, and an ever-growing Knowledge Base of answers for frequently asked questions.

The site is also a source of downloads for software, documentation, methodologies, and reusable components. Appian Community’s simple social interface makes it easy to get support and tips from Appian employees and fellow users, watch live product webinars, register for training, view the latest software documentation, and more.