Customer Support

Customer support.

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

Submit a new case.

To open a support case, please log in to your Appian Community account. Upon logging 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	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	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)	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	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

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

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

Contact Appian Support directly by emailing support@appian.com.

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.

Access Appian Community