e18 Innovation

Intelligent Automation / RPA Software (UiPath)

UiPath is a business automation platform focused on delivering Robotic Process Automation and Artificial Intelligence capabilities. The platform offers a comprehensive set of tools to understand, automate and operate end-to-end processes

Features

• Agents
• Analytics and insights
• Robotic process automation
• Intelligent automation
• Agentic orchestration
• Document processing
• Process mining

Benefits

• Structured and unstructured intelligent document processing
• Rapidly automate repetitive manual business processes end to end
• Reduce processing times and operational bottlenecks across workflows
• Improve data accuracy and reduce human error in processes
• Enable staff to focus on higher-value, patient-facing activities
• Scale automation quickly without changes to underlying systems

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 finance@e18-consulting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

217903202203105

Contact

Louise Wall
07979597396
finance@e18-consulting.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Robotic process automation
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: No constraints
• System requirements:
  • No server infrastructure
  • Standard internet connectivity
  • Standard browsers (Chrome, Edge, Safari, Firefox etc.)
  • No plugins required (e.g. Flash, Silverlight etc.)
  • No installation required (cloud-native solution)
  • No database setup

User support

• Email or online ticketing support: Yes
• Support response times: Urgent Issues (Production Critical): One hour response time with twenty four seven coverage availability. High Priority Issues: Four hours response for reduced capacity or service interruptions. Medium Priority Issues: Eight hours response for partial non critical functionality loss issues. Low Priority Issues: Two business days response for non critical development or testing. Weekend Support Available: Twenty four seven operations available for all priority case levels. Response times remain consistent including weekends and public holidays
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Support portal meets Web Content Accessibility Guidelines version two point two
• Onsite support: No
• Support levels: UiPath offers three support tiers with varying levels of service. * Bronze Support is included free with all UiPath product licenses, providing essential technical assistance for troubleshooting and answering questions about the platform, robots, and agents. Customers receive 24x7 support for urgent production errors with a 2-hour response time, and 8-hour response for high-priority issues. Support is delivered via web and email channels only, with access for up to 3 named contacts through the Customer Portal. * Gold Support offers prioritized response from technical experts available 24x7 with response times under 1 hour for urgent issues. Customers benefit from an assigned support manager, a designated pool of senior support engineers, and platform installation and upgrade assistance. * Platinum Support is UiPath's strategic investment tier offering exclusive advisory services from dedicated experts. In addition to all Gold Support benefits, Platinum customers receive a dedicated Technical Account Manager (TAM) who provides comprehensive advisory throughout the deployment lifecycle—from guided product onboarding to quarterly program reviews, UiPath's technical support follows a multi-tiered escalation structure, including Level 1 (initial troubleshooting), Level 2 (application and infrastructure issues), Level 3 (complex development issues). Level 4 involves UiPath vendor assistance for larger issues
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: Online Training: UiPath provides free, comprehensive online training through UiPath Academy (https://academy.uipath.com) with role-based learning plans tailored to 12+ personas including developers, testers, business analysts, and administrators. The platform offers video-based courses, build-along exercises, and certification preparation for all 19+ products. Instructor-Led Training: Bespoke training is available at an additional fee. Training can be delivered onsite or remotely by UiPath Professional Services or through official training partners. This includes advanced courses, specialized product training, and tailored content for specific customer needs. User Documentation: Comprehensive user and administrator guides are published at docs.uipath.com, with version-specific information, release notes, and technical solution articles. Documentation includes getting started guides, tutorials, and best practices. Onboarding Programs: UiPath provides structured customer onboarding programs with welcome sessions, program advisory, and success planning. The platform includes interactive in-app onboarding flows that guide users through features with step-by-step experiences. Additional Support: Resources include the UiPath Customer Portal for case management, Community Forum with 1.1+ million users, and dedicated account teams for guidance
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can extract data through two primary methods: using APIs to programmatically export data, or submitting a data export request through UiPath Support. All data, including logs, can be exported in standard formats during the contract period or upon termination. Customers can export data in standard, reusable formats
• End-of-contract process: At contract end, customers receive a 2-day automatic grace period before license access is terminated. After expiration, Automation Cloud accounts are downgraded to free Community tier, with data and configurations retained for 90 days. Data Retention and Retrieval: Customer data is maintained for contract duration plus at least 30 days. Customers can export data via APIs or request data extraction through UiPath Support before final deletion. After the 30-day soft-delete period, data is permanently deleted from all systems including backups. Renewal Options: Customers can renew contracts before or during the grace period to restore full access. Included in Base License Price: Platform software licenses and core product functionality Bronze (Standard) Support: 24/7 web/email support with basic response times, up to 3 portal contacts Online documentation and UiPath Academy free training API access and standard integrations Automatic updates and security patches Additional Costs: Gold Support: Prioritized 24/7 support, phone access, 10 contacts, support manager, 5% training discounts Platinum Support: All Gold features plus dedicated Technical Account Manager (TAM), unlimited contacts, strategic advisory, 15% discounts Instructor-led training: Customized onsite or remote courses Professional Services: Implementation, consulting, custom development Premium marketplace add-ons: Third-party integrations and business solutions
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Limited access via mobile for various services
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: UiPath's service interface includes Automation Cloud, a centralized web portal for managing the entire platform, and Orchestrator, the central management console for deploying, scheduling, monitoring, and governing robots and automations. Both provide web-based access for administration, orchestration, real-time analytics, and enterprise-wide automation governance
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: VPAT
• API: Yes
• What users can and can't do using the API: What Users Can Do: UiPath provides comprehensive REST and SOAP APIs allowing users to programmatically manage all platform operations. Through the API, users can configure robots, processes, assets, queues, releases, and environments; start, stop, and schedule processes; monitor activities; manage user roles and permissions; and access services like Document Understanding and Computer Vision. APIs support integration with external applications, BPM tools, ERP, and CRM systems. Setting Up Through API: Users authenticate via OAuth or API keys generated from the Cloud Portal. External applications must be registered using OAuth flow, and API communications occur over TLS 1.2+. Administrators can control API scopes and permissions centrally, managing access to specific functionalities and resources. Limitations: API access is restricted to authenticated and authorized users with appropriate permissions. Some operations may require specific permission levels (Read for GET methods, Write for POST/PUT/DELETE). API activities are logged and available to administrators. Certain platform configurations and security settings may have API restrictions to maintain system integrity
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What Can Be Customized: Customers can customize extensive aspects including custom workflows and automations, user interface branding (logos, colors, themes), authentication methods (SSO, SAML, Azure AD), custom roles and permissions via RBAC, tenant settings (timezone, language, notifications), API integrations, governance policies, and data schemas. Platform appearance can be customized with custom logos, header colors, and themes. Users can create custom activities, connectors, and integrations through the marketplace. How to Customize: Customization is performed through the Automation Cloud Administration portal at organization and tenant levels. Administrators configure settings via web-based interfaces, including tenant-level settings pages, service configuration panels, and API management consoles. Developers build custom automations using Studio with low-code tools and extensible components. Custom roles are created with granular permissions for specific entities and operations. Who Can Customize: Organization Administrators manage organization-wide settings, services, licenses, and security. Tenant Administrators configure tenant-specific settings, roles, and user access. Developers customize workflows, automations, and integrations within administrator-defined guardrails. Role-based permissions ensure only authorized users can modify configurations

Scaling

• Independence of resources: UiPath Automation Cloud is a true SaaS model built for high performance with automated scaling and excess capacity to handle demand fluctuations. The platform's SRE team monitors services 24x7 and employs proactive capacity management measures to ensure performance remains consistent even during peak usage. Logical segregation keeps each tenant's data and resources completely isolated, preventing any overlap or interference between customer environments. Role-based access controls enforced at the tenant and organization level further ensure that no user can impact others' work. This architecture combines automated infrastructure scaling with strict isolation mechanisms to guarantee reliable, uninterrupted service for all customers

Analytics

• Service usage metrics: Yes
• Metrics types: Comprehensive service metrics are available across multiple interfaces. The status portal (https://status.uipath.com) offers realt-time uptime monitoring, service availability and incident tracking. Orchestrator delivers real-time monitoring dashboards for operational metrics (processes, queues, configurable SLAs for transactions etc.) UiPath Insights provides embedded analytics with pre-built templates for robots, processes, queues, licensing and business ROI. Custom dashboards can be created
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: UIPATH UK LIMITED

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export data through multiple methods designed for flexibility and portability. The primary approach uses REST APIs to programmatically extract data in standard formats. Customers can also submit data export requests through UiPath Support for assisted extraction. All data, including logs, can be exported in standard, reusable formats suitable for migration to other platforms. Audit logs are downloadable in CSV format for long-term local storage. The platform provides full data portability under GDPR compliance, ensuring customers maintain complete control over their data throughout the contract lifecycle and can retrieve everything before the 30-day deletion period
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON, JSONL (through API)
  • XLSX, PDF, PNG, HTML, Markdown (for dashboard data
  • BPMN (for Process Mining)
  • Word, XAML and CSV (for Task Mining)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XLS, XLSX
  • PNG, GIF, JPG/JPEG, TIFF/TIF, BMP (for OCR and document digitization)
  • PDF, DOC, DOCX
  • XML, XAML, HTML, BPMN (for specialized workflows)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: UiPath Automation Cloud (SaaS model) offers 99.9% availability
• Approach to resilience: UiPath Automation Cloud is designed for resilience through multiple layers of redundancy and failover capabilities. Systems are built with failovers within availability zones, eliminating single points of failure. Data processing environments maintain redundancy to meet availability requirements, with automated fail-safe measures triggered upon component failure. UiPath leverages Azure's native resiliency for all core components. Services are hosted across geographically isolated regions with data replicated across multiple physically distinct locations within each region. Cross-region data replication ensures availability and consistency. Regular encrypted backups are stored in durable, cross-region object storage. Backup schedules include full database backups weekly, differential backups, and transaction log backups. Additional details on datacenter architecture, including specific failover configurations and geographic distribution, are available upon request
• Outage reporting: UiPath maintains a publicly accessible status portal at https://status.uipath.com/ that is regularly updated with real-time information on incidents, outages, and upcoming maintenance activities. The portal provides historic uptime data, outage details, and reasons for service disruptions. Customers can subscribe to proactive notifications through their preferred communication method, including email, SMS text messages, ATOM feeds, or RSS feeds. These alerts are sent without undue delay when incidents occur. The combination of the public dashboard and customizable alert subscriptions ensures customers receive timely information about any service disruptions or maintenance windows affecting the Automation Cloud platform

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: UiPath restricts access to management interfaces and support channels through role-based access control (RBAC), Azure Privileged Identity Management (PIM), and multi-factor authentication (MFA) enforced across all production systems. Personnel have no standing access to customer data or production environments. Support staff must submit justified requests for temporary "just-in-time" access elevation, requiring management approval via PIM. All privileged sessions are logged, audited, and recorded, with access automatically revoked upon completion. Access is granted strictly on a least-privilege basis, proportional to business requirements
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: UiPath follows comprehensive information security policies based on the ISO 27001 framework, which has been certified since 2016. Information Security Management System (ISMS) includes policies covering cybersecurity, access control, cryptographic controls, data retention, network security, physical security, incident management, and supplier security. Governance and Reporting Structure: The Product Trust team maintains security procedures and risks, reporting at least annually to senior management and executive leadership. All policies are reviewed annually, approved by management, and audited regularly through SOC 2 Type 2 and ISO 27001 certification processes. Policy Enforcement: Policies are communicated to all employees, contractors, and third-party personnel through shared folders, email, and mandatory training. All employees must complete annual compliance training covering information classification, privacy, internal security, code of conduct, anti-bribery, anti-harassment, and conflict of interest topics. New hires receive training during onboarding, and managers monitor completion to ensure compliance. Compliance Monitoring: Information security personnel review policy effectiveness and manage non-compliance instances organization-wide. Annual audits by accredited certification bodies verify conformity with international standards. Additional details on specific security controls and governance structures are available through published security documentation at <www.uipath.com/legal/trust-and-security/security>.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: UiPath maintains ISO 27001-certified configuration and change management that follow industry standards including SOC 2 Type 2 and SSAE-18/ISAE 3402. All changes undergo a formal review and approval process with segregation of duties between requesters, approvers, and implementors. Changes are tracked through version control systems (Jira, GitHub) throughout their lifecycle with mandatory peer review, security testing, and vulnerability scanning before production release. Infrastructure and application changes are assessed for security impact, tested in staging environments, and documented with rollback procedures. The entire process is independently audited annually as part of SOC 2 examinations. Real-time incident communications are available via status.uipath.com
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: UiPath operates a comprehensive vulnerability management program with daily automated scanning and continuous security testing. Threats are assessed through multiple detection methods including open-source scanning, container vulnerability checks, static/dynamic code analysis (SAST/DAST), third-party penetration testing, internal penetration testing monthly, and HackerOne bug bounty program continuously. Vulnerabilities are scored using CVSS methodology and triaged with internal risk adjustments. Intelligence sources include CVE databases, security advisories, customer/partner scan results, and automated dependency checks. Security updates are communicated via release notes and trust portal advisories (trust.uipath.com). The process undergoes independent SOC 2 audit verification with no exceptions noted
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: UiPath operates 24x7 security monitoring via centralized SIEM systems that alert security personnel for unusual activity. Potential compromises trigger automated security alerts, continuous vulnerability scanning, anomaly detection, and predefined threshold monitoring. The SRE, SecOps, and CorporateIT teams respond to incidents with documented escalation procedures and response timelines: critical incidents within 15 minutes, high within 1 hour, medium within 4 hours. Incidents trigger automated ticketing, investigation, containment, root cause analysis, and corrective actions to prevent recurrence. Customer communications occur via status.uipath.com for availability incidents and direct notification for security/confidentiality impacts. The Incident Management Program undergoes annual review and SOC 2 audit
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: UiPath operates 24x7 security monitoring via centralized SIEM systems that alert security personnel for unusual activity. Potential compromises trigger automated security alerts, continuous vulnerability scanning, anomaly detection, and predefined threshold monitoring. The SRE, SecOps, and CorporateIT teams respond to incidents with documented escalation procedures and response timelines: critical incidents within 15 minutes, high within 1 hour, medium within 4 hours. Incidents trigger automated ticketing, investigation, containment, root cause analysis, and corrective actions to prevent recurrence. Customer communications occur via status.uipath.com for availability incidents and direct notification for security/confidentiality impacts. The Incident Management Program undergoes annual review and SOC 2 audit
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: UiPath offers Community Edition - a free version with full automation capabilities for individuals and small teams. Standard trials run 60 days with predefined product configurations including Attended Robots, Unattended Robots, Studio, Orchestrator, Action Center, and Apps

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Kiwa Sertifiointi Oy
• ISO/IEC 27001 accreditation date: Monday 23 June 2025
• What the ISO/IEC 27001 doesn’t cover: We hold the ISO/IEC 27001 certification for our Information Security Management System, with the scope defined and audited in accordance with the standard. The certification covers all information security controls assessed as applicable within that scope, as documented in the Statement of Applicability. An area of exclusion relates to our internal R&D AI project team - this is mostly excluded.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 finance@e18-consulting.com. Tell them what format you need. It will help if you say what assistive technology you use.