Appian Software Switzerland LLC

Appian Cloud

Appian Cloud support includes all hosting, infrastructure, and system management tasks, as well as activities around platform (not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups. Cloud support also includes “Standard” help desk services for customer-chosen points of contact.

Features

  • Appian Records – Unify data across systems/processes in single location
  • BPM – Create flexible processes to meet business demands
  • Rules Engine – Flexible rules to manage critical policies/procedures
  • Case Management – For better, faster, smarter decisions
  • Content Management – For all documents associated with processes
  • Dynamic Reporting – Real-time visibility into business operations
  • Out-of-the-box Integration – Comprehensive capabilities to interact with diverse systems
  • Mobile – Rapidly build and deploy natively mobile business applications
  • Cloud – Deploy applications securely on our cloud offering
  • Maximum Security – For business solutions

Benefits

  • Agile cloud development/configuration equals rapid deployment
  • Fully integrated platform with no additional modules to purchase
  • All hosting, infrastructure, and system management tasks managed by supplier
  • Build solution once, and deploy instantly on Android and iOS
  • Allows focus on technology innovation rather than maintenance
  • Available in the cloud or on premises
  • Security Cleared and NPPV3 available resources

Pricing

£6 to £139 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.hammond@appian.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 6 5 2 6 9 6 1 3 2 5 7 1 0 9

Contact

Appian Software Switzerland LLC Richard Hammond
Telephone: 07747 621155
Email: richard.hammond@appian.com

Planning

Planning service
Yes
How the planning service works
Appian Professional Services and the Appian Cloud team will work with each customer to ensure appropriate hosting infrastructure resources are allocated to meet anticipated usage needs and that the customer’s preferred primary and secondary data-processing and -storage regions/zones are established with Amazon Web Services; ensure customer resources for application design, application administration, and interaction with our support team have been allocated and trained; plan for, configure, and implement the customer’s initial business application on the Appian platform; and define, plan for, and execute any needed data migration.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Appian Cloud

Training

Training service provided
Yes
How the training service works
Appian offers learning paths and associated courses, covering the Appian software, which are role based (for Appian analysts, designers, lead designers, and developers) as described in our “Service Definition Document.”
Training is tied to specific services
Yes
Services the training service works with
Appian Cloud

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Appian can assist each customer in initially migrating to the cloud as discussed in our preceding response and can also provide support to transition an existing customer from an Appian Cloud deployment to an on-premises installation, should such a migration be required.
Setup or migration service is for specific cloud services
Yes
List of supported services
Appian Cloud

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Appian works with our customers, using our proven agile implementation approach, to deliver projects incrementally through a series of short (typically two-week) product delivery sprints/iterations, each of which results in a small piece of tested and working product. These sprints allow teams to decompose the release plan scope into small pieces to create solvable problems. The goal is to always keep releases small in order to release frequently and gain fast feedback.

Since each delivery sprint results in a piece of working product, within the sprint the team completes all necessary activities including analysis, design, development, testing, and any revisions necessary to get the item to the point of “done.” Our approach eliminates the need to set up separate sprints, in a waterfall fashion, for each of these activities and thus speeds feedback cycles and deployment times and reduces risk.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Appian Cloud support includes all hosting, infrastructure, and system management tasks, as well as activities around platform (not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups. Cloud support also includes “Standard” help desk services for customer-chosen points of contact.

Service scope

Service constraints
None aside from any listed in the Appian Cloud subscription agreement and outside of the web browser and mobile device requirements specified in the “Service Definition Document.”

User support

Email or online ticketing support
Email or online ticketing
Support response times
With "Standard" support, the response-time range is within one business hour for Priority 1 (critical) issues to within twelve business hours for Priority 4 (minor) issues. The term "business hours" refers to Appian's standard Product Support hours within the European Union (EU), which are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. For "Premier" support, the response-time range is within 15 minutes for Priority 1 issues to within 8 hours for Priority 4 issues.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Our comprehensive services deliver maintenance, support, and product updates to Appian customers, partners, and distributors. Post-implementation support is included in the Appian Cloud service.

We offer our customers two levels of technical support: Standard and Premier. Appian support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a single portal for our clients and partners, called Appian Forum, that delivers an integrated customer experience for knowledge management, discussion forums, Centre of Excellence documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training. Updates and new releases of the licensed software are included with Appian Product Support.

In the United Kingdom, Appian Standard Product Support hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Premier support includes 24-hour assistance for critical issues.

The Appian Product Support team operates in a “flat” organisational structure, whereby any engineer may assist any customer with any issue; and the Product Support engineer assigned to an issue at the time of help desk “ticket” creation retains ownership over the given case through to resolution/closeout.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Pricing

Price
£6 to £139 a user a month
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at richard.hammond@appian.com. Tell them what format you need. It will help if you say what assistive technology you use.