Appian Software International LLC

Appian Platform Cloud Support – Professional Success Plan

Professional Plan is designed for mission-critical Appian Cloud deployments requiring High-Availability (HA) and continuous uptime. It provides 24x7x365 technical support for critical issues, 99.95% SLA availability guarantee, and up to 12 designated support contacts. Includes advanced security features like Bring Your Own Key, Log Streaming, and Data Loss Prevention. APP25GC15

Features

• 24x7 Support: Round-the-clock support for critical Priority 1/2 issues.
• 99.95% SLA: Enhanced Service Level Agreement guaranteeing 99.95% platform availability.
• High Availability: Production environments configured with High Availability for redundancy.
• 15-Min Response: Rapid response target for critical Priority 1 issues.
• Log Streaming: Direct streaming of system logs for external monitoring.
• BYOK Encryption: BYOK for customer-managed encryption keys.
• 12 Contacts: Authorise up to 12 designated support administrators.
• Success Manager: Designated Customer Success Manager to guide platform strategy.
• Data Security: Includes Data Loss Prevention and comprehensive security questionnaires.
• Access to On-Demand Advisory Services for expert technical guidance.

Benefits

• High Availability architecture protects against infrastructure failure downtime.
• Maximum Uptime: 99.95% SLA ensures reliability for mission-critical applications.
• Speed: 15-minute critical response time minimises impact of major incidents.
• Insights: Log streaming integrates Appian data into your monitoring tools.
• Data Sovereignty: BYOK encryption gives you control over data access.
• Always-On-Support: 24x7x365 coverage ensures support whenever critical issues arise.
• Strategic Growth: Success Manager ensures you maximise return on investment.

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 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

424936542561977

Contact

Peter Corpe
07748 105950
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: The Professional Plan is a comprehensive offering for enterprise applications but excludes the "white-glove" services found in the Signature tier. While it offers 24/7 support for critical issues, it does not include a dedicated Lead Support Engineer for personalised technical advocacy, nor does it include the Annual Customer Audit or site data audit requests required by some highly regulated industries (e.g., GxP, DORA). Additionally, the Service Level Agreement is capped at 99.95% (compared to 99.99% in Signature), and the number of authorised support contacts is limited to 12.

User support

• Email or online ticketing support: Yes
• Support response times: For the Professional Plan, designed for mission-critical operations, Appian commits to rapid initial response targets to minimise business impact. Priority 1 (Critical) issues receive an immediate response within less than 15 minutes, ensuring that production stoppages are addressed instantly. Priority 2 (High) issues are responded to within less than 1 hour. For standard inquiries, response times are also accelerated compared to lower tiers: Priority 3 (Normal) issues receive a response within 4 business hours, and Priority 4 (Low) issues within 8 business hours. These strict service level targets apply to ensure your most important applications remain operational and performant.
• 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: The Professional Plan establishes a high-performance support environment for enterprise-grade applications, backed by a financially credited 99.95% Service Level Agreement (SLA) for availability. To ensure resilience, this plan includes High Availability (HA) for production environments and provides 24x7x365 technical support for Priority 1 and 2 critical issues, guaranteeing round-the-clock coverage every day of the year.; ; This tier authorises up to 12 designated support contacts to raise and manage cases via both phone and the web portal. Beyond standard troubleshooting, the Professional Plan enables deep operational visibility and control through Log Streaming and Bring Your Own Key (BYOK) encryption , alongside Data Loss Prevention (DLP) and comprehensive security support including Third-Party Security Questionnaires. Strategically, the service includes a designated Customer Success Manager, access to On-Demand Advisory Services, and Appian Insights to help you optimise your platform investment. 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

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

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