Appian Software International LLC
Appian Platform Cloud Support – Signature Success Plan
Signature Plan offers premium support for large-scale and regulated Appian Cloud deployments. Features a Lead Support-Engineer, a market-leading 99.99% SLA, and comprehensive audit services (incl. Annual Customer Audit). Includes 24x7x365 support for critical issues, 30 designated contacts, and a Signature Security Package to meet strict compliance needs (e.g., GxP/DORA). APP25GC15
Features
- Lead Engineer: Dedicated Lead Support Engineer for personalised technical advocacy.
- 99.99% SLA: Market-leading 99.99% uptime guarantee for mission-critical reliability.
- 24x7 Support: Round-the-clock support for critical issues every day.
- Global Coverage: 24x5 continuous support for standard Priority 3/4 issues.
- Rapid Response: <15 minute response time for critical incidents.
- Regulatory Audit: Includes Annual Customer Audit and site audit requests.
- 30 Contacts: Designate up to 30 authorised support administrators.
- Security Package: Includes Signature Security Package for regulated industry compliance.
- Extra Capacity: Additional storage (500GB) and larger non-production environment capacity.
- Data Control: Includes Log Streaming, BYOK, and Enhanced Data Pipeline.
Benefits
- Compliance Ready: Meets strict GxP and DORA regulatory audit requirements.
- Personalised Advocacy: Lead Engineer provides deep context and faster resolution.
- Maximum Reliability: 99.99% SLA ensures highest level of platform availability.
- Global Efficiency: Continuous weekday support prevents delays for international teams.
- Scalability: Additional storage and contacts support large-scale enterprise growth.
- Risk Management: Comprehensive security controls and audits minimise operational risk.
- Strategic Partnership: Deep engagement with Success Manager and Lead Engineer.
Pricing
Service documents
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Framework
G-Cloud 15
Service ID
7 1 5 6 9 1 9 2 8 9 4 4 6 0 1
Contact
Appian Software International LLC
Peter Corpe
Telephone: 07748 105950
Email: peter.corpe@appian.com
About your 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 Signature Plan is the most comprehensive offering, but buyers should note that while it provides the highest service levels (99.99% SLA) and exclusive access to Custom Audits and a Lead Support Engineer, it is designed for large-scale enterprise needs. As such, the high level of resource dedication (including 30 support contacts) is reflected in the commercial model. There are effectively no "service level" constraints compared to other plans aside from any listed in the Appian Cloud subscription agreement.
User support
- Email or online ticketing support
- Yes
- Support response times
- The Signature Plan ensures the fastest possible engagement for your enterprise. Priority 1 (Critical) issues receive an immediate response within less than 15 minutes. Priority 2 (High) issues are responded to within less than 1 hour. For standard inquiries, response times are highly accelerated: Priority 3 (Normal) issues within 4 hours, and Priority 4 (Low) issues within 8 hours. These targets are backed by a dedicated Lead Support Engineer who provides personalised escalation management.
- 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
- No
- Support levels
-
The Signature Plan provides the highest level of assurance available, backed by a 99.99% Service Level Agreement (SLA). It is the only plan that includes a designated Lead Support Engineer who acts as a technical advocate, building deep familiarity with your specific deployment to accelerate resolution. The plan authorises 30 designated support contacts.
Security and compliance are central to this tier: it includes the Signature Security Package, which covers Annual Customer Audits and Site Data Audit Requests, making it the only viable option for customers with strict regulatory requirements like GxP or DORA. Infrastructure benefits include High Availability (HA), Log Streaming, Bring Your Own Key (BYOK), and exclusive capacity perks like 500GB additional storage, larger non-production environments, and up to 12 annual data snapshots.
Available support services are detailed further here - https://appian.com/support/resources/support.html
Resellers
- 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
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate business architect | £1,352.00 | |
| Business architect | £1,776.00 | |
| Lead business architect | £1,920.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data architect | £1,776.00 | |
| Senior data architect | £1,920.00 | |
| Chief data architect | £2,376.00 |
| 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 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £2,376.00 | |
| Lead security architect | £2,376.00 | |
| Principal security architect | £2,376.00 |
| 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 |
| 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
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief data officer | £2,376.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Chief technology officer | £2,376.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Head of analytics engineering | £1,920.00 | £1,920.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data analyst | £1,320.00 | |
| Senior data analyst | £1,776.00 | |
| Principal data analyst | £1,920.00 |
| 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 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior machine learning engineer | £1,776.00 | |
| Lead machine learning engineer | £1,920.00 |
| 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
| 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 |
| 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 |
| 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 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £2,376.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- 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
- Who accredited the ISO 9001 certification
- 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
- Who accredited the PCI DSS certification
- 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
- Please provide your Cyber Essentials Certificate Number
- C8c12e85-19ad-47f4-afb5-6ec7eb3df2a4
- Cyber essentials plus
- Yes
- Please provide your 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
- Section B - Commitment for Future: Delivery
-
-
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.