› Services ›Managed Services › Robotic Operations Center (ROC)

Automation Monitoring, Support and
Maintenance Managed Service

SLA Based Monitoring and Maintenance
of Automations in Production

Automation Monitoring

Need for all or some automations to be actively monitored to ensure successful completion. Examples: Time Sensitive automations, High financial impact automations, or bots that must follow regulatory requirements.

Code Changes

Need for business logic changes, bug fixes, code improvement, code standardization, or constant selector changes. Examples: Website/application interfaces change often, code was built incorrectly, new features to add to automations.

Automation Incidents/Failures

Need for handling when automations fail, don’t start or get stuck in production. Examples: VM’s need to be restart for automation to be rerun, inputs are incorrect format, bot gets stuck often on websites/applications, or credentials need to be reset.

Platform/Environment

Need for platform maintenance, upgrades, virtual machine/application monitoring and troubleshooting. Examples: RPA Platform is running on an older version, automations don’t start on time, or virtual machines/ applications cause issues with processing.

The Accelirate Managed Robotic Operations Center (ROC) is a maintenance and support program for organizations that have a established RPA program and are running process automations in production. Leveraging a global delivery model, our ROC is equipped to support and monitor automations 24×7. These Managed Services use a broad set of tools and utilities that allow the Accelirate team to accommodate automation programs of all sizes. These tools and utilities include, Automated Deployment Utilities, Automated Provisioning Scripts, and Alerting and Monitoring Dashboards, L1, L2, Platform Support, and Automation Enhancements.

Who is Accelirate ROC?

Support Engineers

Focused on RPA Support methodology, monitoring, incident management, data management, and communication with business users. These are your front-line support specialists who help identify problems before they happen and provide peace of mind to your users

Automation Engineers

RPA developers that are focused on process optimization, adding new features, code repairs, incident resolution and standardization. These are your robot surgeons who can dive deep into your automations for enhancements and repairs.

Infrastructure Engineers

Specialized in RPA infrastructure architecture design, troubleshooting, platform upgrades, and installation of new features. These engineers are important to supporting the foundation of your RPA program.

Take the support workload off of development and leadership teams.

By switching to Accelirate Managed Services your organization can accelerate new solution creation by allowing developers to focus on new projects and implementations while ensuring older solutions are being utilized and improved upon.

Managed ROC Benefits

Scalable

RPA Support can grow as your RPA program grows. We provide support models for programs of all sizes and maturity at a higher quality and lower cost.

Customizable

Support hours, team size, and support services can be customized to meet needs

Capacity Driven

Allow developers to build new projects while ROC supports and maintains existing automations. Allow ROC to determine how much support is optimal for your program

Continuity

Don’t worry about employee turnover. Automation knowledge is kept within the program and not with individuals

$5,500 Min.

Standard
Package

Coordination with RPA Platform Vendor

Coverage
16 Hours/Day 5 Days/Week

Agile Points (Incidents & Enhancements)
120

Reporting
Weekly, Monthly, Quarterly

*Automation Support and Monitoring

Enterprise Program

Enterprise
Package

Coverage
Bespoke

Automations
Bespoke

Incidents (60 mins/incident)
Bespoke

Enhancements (8 hours/incident)
Bespoke

*Package is custom to client request

ROC Service Packages

	Basic	Essentials	Enterprise
Services and Features:	Organizations looking for active monitoring of their production automations	Organizations looking for automation enhancements, bug fixes, code changes and incident resolution	Organizations looking for an all-inclusive support model to monitor, improve and maintain their production automations

Monitor active automations during execution, based on run schedule
2 Checks per day to ensure there are no unreported incidents while the processes where being monitored
Ad-hoc Bot execution when requested
Identify potential automation failure
Identify improvement areas for unstable automations

Perform root cause analysis on raised automaton incidents and failures
Resolve active automation incidents and failures
Track Incidents in incident management system
Coordinate with Platform vendor for issues related with the RPA Platform

Assess and categorize enhancement requests to determine scope of work
Analyze in-scope enhancements benefits
Add business requested features to automations
Develop and Test approved enhancements
Identify automations that require code changes

Incident Tracking
Enhancement Tracking
Build Automation KPI Dashboards
Automation Performance
Support Team SLA Performance
Support Capacity

Manage all environments for RPA Software including system/application administration, promotion of code/bundles, release management and configuration (including security configuration).
Update and maintain the RPA Software run book and support documentation as required from break/fix activities using the standard “Client” format and information requirements

Service Level Agreements

We provide Response and Resolution SLAs to make your priorities, our priorities. SLA’s hold your support team accountable and provide guidelines to follow so your RPA Support team and Business Priorities are on the same page.

Unmanaged RPA Support tickets lead to:

Increased Automation Downtime
Lower ROI
Issue Backlogs
Business Disruptions

Which leads to:

Lack of confidence in RPA Program
Unhappy Users

Work with Accelirate ROC and let us help boost confidence in your RPA program while addressing the most important aspects of your production automations.

*Response and Resolution SLA’s are based on Priority Levels. SLA’s to be provided upon receipt of ROC package quote.

Managed Support SLAs

Priority	Definition	Response SLA	Resolution SLA (No Code Change Required)	Code Change Required
P1-Critical	Bot is Down and all business users are impacted Critical business activities cannot be performed	30 Minutes	2 Hours	2 Business Day
P2-High	A Large group of users are impacted Major business processes impacted, workaround not possible or acceptable	1 Hour	4 Hour	2 Business Days
P-3 Medium	Defect: A small group of users impacted; Minor business processes impacted; workaround available Minor Enhancement: A request for adding 1-2 new steps to align with new business process	2 Hour	16 Hour	4 Business Days
P-4 Low	Defect: Individual user issues; Minor business process impacted; workaround available Minor Enhancement: A request for adding > 2 steps to align with revised business process	4 Hours	24 Hours	>= 8 Business days

About the ROC

With ROC Monitoring and Support save time, money, and headache from:

Automation Errors and Issues
Downtime
Code Corrections and Changes
Business Process and Application Changes
Input and Output Issues
Dashboard and Reporting Struggles

Automation Monitoring, Support and Maintenance Managed Service

SLA Based Monitoring and Maintenance of Automations in Production