UiPath Support model
The UiPath Support model determines how value is delivered to the end customer. For our purpose, we will focus on how the UiPath Support team addresses support requests. In this section, we will look at the two main topics of a UiPath Support model:
- Sourcing model
- Operating model
UiPath Support sourcing model
Usually, IT procurement and vendor management teams drive support sourcing decisions. A typical sourcing model involves the following:
- Internal resources: All the support and monitoring resources are internal to the company that operates the RPA CoE. This model is popular with a UiPath Support function with low maturity, for instance, programs that are just starting with a few bots or have a strict security and compliance policy where external resources are not allowed, such as in a few US federal programs.
- Combination of internal and external resources: This is the most popular resourcing model employed in many organizational...