Appian Corporation

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

Pricing

£75 to £150 per user per month

Service documents

G-Cloud 9

986436047683955

Appian Corporation

Vikki Hailey

07932 444666

vikki.hailey@appian.com

Planning

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
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 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 during the term of the service.
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
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 testing
Security testing service Yes
Security testing type
  • Penetration testing
  • IT Health Checks
  • Risk analysis
Accredited security testers Yes
Security testing accreditations Other
Other security testing accreditations
  • Appian conducts regular risk assessments at the
  • Appian Cloud and corporate levels that include
  • Input from key stakeholders across the organization.
  • In addition, regular audits, control monitoring, vulnerability
  • Scanning, penetration testing, etc. are performed.
  • Appian contracts with an external security firm to
  • Perform penetration testing against the
  • Appian platform prior to each new release.
Certified Professional (CCP) risk analysts No

Ongoing support

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 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

User support
Email or online ticketing support Email or online ticketing
Support response times Critical issue response is 15 minutes (24x7 Premier support) and 1 hour (Standard support, Monday through Friday). Maximum response, for a minor issue, is 12 hours.
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

Resellers
Supplier type Not a reseller

Staff security

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

Pricing

Pricing
Price £75 to £150 per user per month
Discount for educational organisations No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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