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Appian Software International LLC

Appian Platform Cloud Support Service

Appian provides tiered Cloud Support plans (Foundation, Professional, Signature) tailored to your mission-critical needs. Services range from standard business-hours coverage to 24x7x365 support with 99.99% SLA and High Availability. Plans include a designated Customer Success Manager, On-Demand Advisory Services, and access to Appian Insights to drive platform-adoption and ROI. APP25GC15

Features

  • Tiered Support: Options for Foundation, Professional, and Signature support plans.
  • High Availability: Options for HA with 99.95% to 99.99% SLAs.
  • 24/7 Coverage: Round-the-clock support available for critical Priority 1 issues.
  • Rapid Response: Critical incident-response times as fast as <15 minutes.
  • Dedicated Experts: Designated Customer Success Manager included with all plans.
  • Advanced Security: Options for BYOK encryption, Log Streaming, and VPN.
  • Compliance: Signature plan includes Annual Customer Audit and GxP support.
  • Advisory Services: On-Demand Advisory Services for governance and technical guidance.
  • Scalable Contacts: Authorise between 4 and 30 designated support administrators.
  • Global Hosting: Deploy to any available Appian Cloud region globally.

Benefits

  • Flexible Assurance: Choose the SLA (99.80%-99.99%) that fits your criticality.
  • Risk Mitigation: Fast resolution with <15min response for major incidents.
  • Strategic Value: Success Manager ensures alignment between platform/business goals.
  • Operational Insight: Log streaming and audits provide deep system visibility.
  • Data Sovereignty: Control access with BYOK and private network integrations.
  • Regulatory Readiness: Meet strict audit requirements (DORA/GxP) with Signature plan.
  • Global Support: Continuous coverage options support distributed international teams.

Pricing

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 peter.corpe@appian.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

5 6 6 1 8 9 0 7 1 4 3 7 8 3 9

Contact

Appian Software International LLC Peter Corpe
Telephone: 07748 105950
Email: peter.corpe@appian.com

About the service

Service categories
  • Cloud Support Services
    • Managed Cloud
      • Managed Private Cloud
        • Managed Private IaaS
        • Managed Private SaaS/PaaS
        • Application management

Service scope

Service constraints
This listing covers the full range of Appian Cloud Support capabilities; however, specific entitlements (such as High Availability, 24/7 support for standard issues, and Lead Support Engineers) are restricted to specific tiers (Professional or Signature). Buyers should note that the Annual Customer Audit and Signature Security Package are exclusively available in the Signature Plan and cannot be purchased as standalone add-ons. Additionally, while the service supports global deployments, certain AI features may have regional availability restrictions depending on the hosting location selected.

User support

Email or online ticketing support
Yes
Support response times
Appian Cloud Support offers tiered response times to match your operational requirements. For critical Priority 1 issues, response times range from <15 minutes (Professional/Signature) to <1 hour (Foundation). Priority 2 issues are addressed between <1 hour and <2 hours. Standard inquiries (Priority 3 & 4) have response targets ranging from 4 to 12 business hours. All plans prioritise critical system blockers to ensure business continuity
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.2 AA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Appian Cloud Support allows organizations to select the service level that fits their risk profile, with Service Level Agreements (SLAs) ranging from 99.80% (Foundation) to a market-leading 99.99% (Signature).

All plans include a designated Customer Success Manager and On-Demand Advisory Services to guide best practices. For mission-critical and regulated deployments, the service scales to include High Availability (HA), Log Streaming, Bring Your Own Key (BYOK) encryption, and a dedicated Lead Support Engineer. The highest tier (Signature) specifically addresses regulatory needs (e.g., GxP, DORA) with an included Annual Customer Audit and Signature Security Package. Support access scales from 4 to 30 designated contacts depending on the chosen plan.

Available support services are detailed further here - https://appian.com/support/resources/support.html

Supplier type

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Security Clearance (SC)

Pricing

Discount for educational organisations
No

Government Digital and Data Roles

Architecture roles

Business architect
Role level UK Rate Offshore Rate
Associate business architect £1,352.00
Business architect £1,776.00
Lead business architect £1,920.00
Data architect
Role level UK Rate Offshore Rate
Data architect £1,776.00
Senior data architect £1,920.00
Chief data architect £2,376.00
Enterprise architect
Role level UK Rate Offshore Rate
Enterprise architect £2,376.00
Senior enterprise architect £2,376.00
Lead enterprise architect £2,376.00
Principal enterprise architect £2,096.00
Security architect
Role level UK Rate Offshore Rate
Security architect £2,376.00
Lead security architect £2,376.00
Principal security architect £2,376.00
Solution architect
Role level UK Rate Offshore Rate
Associate solution architect £1,352.00
Solution architect £1,776.00
Senior solution architect £1,920.00
Lead solution architect £1,920.00
Principal solution architect £2,096.00
Technical architect
Role level UK Rate Offshore Rate
Associate technical architect £1,352.00
Technical architect £1,776.00
Senior technical architect £1,920.00
Lead technical architect £1,920.00
Principal technical architect £2,096.00

Chief digital and data roles

Chief data officer
Role level UK Rate Offshore Rate
Chief data officer £2,376.00
Chief technology officer
Role level UK Rate Offshore Rate
Chief technology officer £2,376.00

Data roles

Analytics engineer
Role level UK Rate Offshore Rate
Head of analytics engineering £1,920.00 £1,920.00
Data analyst
Role level UK Rate Offshore Rate
Data analyst £1,320.00
Senior data analyst £1,776.00
Principal data analyst £1,920.00
Data engineer
Role level UK Rate Offshore Rate
Data engineer £1,776.00 £760.00
Senior data engineer £1,920.00 £820.00
Lead data engineer £1,920.00 £820.00
Head of data engineering £2,376.00
Machine learning engineer
Role level UK Rate Offshore Rate
Senior machine learning engineer £1,776.00
Lead machine learning engineer £1,920.00
Performance analyst
Role level UK Rate Offshore Rate
Associate performance analyst £1,320.00
Performance analyst £1,776.00
Senior performance analyst £1,776.00
Lead performance analyst £1,776.00
Head of performance analysis £2,376.00

Product and delivery roles

Business analyst
Role level UK Rate Offshore Rate
Senior business analyst £1,352.00
Lead business analyst £1,352.00
Head of business analysis £1,920.00
Delivery manager
Role level UK Rate Offshore Rate
Delivery manager £1,920.00
Senior delivery manager £2,376.00
Head of (Agile) delivery management £2,376.00
Product manager
Role level UK Rate Offshore Rate
Product manager £1,776.00
Senior product manager £1,920.00
Lead product manager £1,920.00
Head of product £2,376.00
Programme delivery manager
Role level UK Rate Offshore Rate
Programme delivery manager £2,376.00

Standards and certifications

ISO/IEC 27001 certification
Yes
ISO/IEC 27001 accredited by
Coalfire Systems, Inc
ISO/IEC 27001 accreditation date
Friday 4 April 2025
What the ISO/IEC 27001 doesn’t cover
4 April 2025 most recent accreditation (Accredited since 1 May 2019)

Appian Cloud has earned ISO/IEC 27001:2022 certification through Coalfire, an independent cybersecurity assessor. This internationally recognised certification demonstrates Appian Cloud’s achievement of a high level of security maturity and robust management, operational, and technical controls in place to manage or eliminate security risks and enable customers to trust that their confidential data is protected.  Physical security (which is outsourced to AWS data centers) and Physical Media Transfers are not covered.
ISO 28000:2022 certification
No
ISO 9001 certification
Yes
ISO 9001 certification accredited by
Coalfire Systems, Inc
ISO 9001 accreditation date
Wednesday 30 April 2025
What the ISO 9001 doesn’t cover
30 April 2025 - most recent accreditation (Accredited since 6 June 2023)

Appian Engineering ISO 9001 certification covers the entire Engineering Software Development LifeCycle (SDLC) and the associated Quality Management System (QMS).  All engineering activities which are part of Appian Cloud development and deployment are included in the scope.  Appian packaged vertical solutions, Appian Process Mining capabilities and AWS data centers used to host Appian Cloud are outside the scope.
Quality management systems (QMS)
Yes
CSA STAR certification
Yes
CSA STAR accreditation date
Friday 7 March 2025
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
07/03/2025 most recent update (CSA STAR listed since 30/05/2018)

The CSA STAR certification covers our entire Appian Cloud service offering.  Physical security (which is outsourced to AWS data centers) and Physical Media Transfers are not covered.
PCI certification
Yes
PCI DSS certification accredited by
Coalfire Systems, Inc.
PCI DSS accreditation date
Friday 21 November 2025
What the PCI DSS doesn’t cover
21 November 2025 - most recent accreditation (Accredited since 18 December 2017)

The PCI DSS certification applies to the Appian Cloud service which hosts bespoke customer defined business applications that may process credit card transactions as a component of their solution.   All Cardholder Data storage, processing, and transmission processes are the customer responsibility and not part of the services offered within the Appian Cloud service. Physical security (which is outsourced to AWS data centers) and Physical Media Transfers are not covered as well.
Cyber essentials
Yes
Cyber Essentials Certificate Number
C8c12e85-19ad-47f4-afb5-6ec7eb3df2a4
Cyber essentials plus
Yes
Cyber Essentials Plus Certificate Number
38d18183-01d1-45e1-9bf1-5e821372e525
Other security certifications
Yes
Any other security certifications
  • Service Organisation Controls (SOC) 1 Type II/ISAE 3402
  • Service Organisation Controls (SOC) 2 Type II
  • Service Organisation Controls (SOC) 3
  • Federal Risk and Authorisation Management Programme (FedRAMP)
  • Defense Information Security Agency (DISA) Level 2
  • Government of Canada (GC) Protected B
  • Health Information Trust Alliance (HITRUST)
  • Pharmaceutical and Life Sciences Validation and Good Practice Standards (GxP)
  • Information Security Registered Assessor Program (IRAP)
  • Cloud Computing Compliance Criteria Catalogue (C5)

Social value

Mission: Kick start economic growth

To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment

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 peter.corpe@appian.com. Tell them what format you need. It will help if you say what assistive technology you use.