ABBYY Support Services
Enterprise support built for business continuity
Modern enterprises need more than ticket resolution. ABBYY provides scalable, SLA-backed support to maximize uptime and ensure continuity for automation and document AI operations.
A modern support model for today’s SaaS environments
ABBYY is evolving its support model to align with industry best practices and customer expectations in cloud and hybrid environments. Instead of focusing solely on traditional resolution SLAs, the new model emphasizes service availability, proactive engagement, and faster response for critical incidents.
Why organizations choose ABBYY Support Services
Clear separation between customer success and incident management
Global support operations designed to improve customer satisfaction
What’s new in ABBYY Support
New Model
- Basic Support
- Extended Support
- Service-Level Objectives (SLOs) for differentiated response experiences
- Greater focus on communication, escalation management, and uptime continuity
- Advanced Incident Management introduced as a premium capability
Choose the support experience that fits your business
Basic Support
Included with all ABBYY product licenses.
- Standard 8x5 product support
- Access to ABBYY knowledge base and community forums
- Self-service chatbots and shared support queues
Extended Support
Prioritized support for business continuity.
- 24x7 coverage for critical operations
- Faster response times through prioritized queues
- Access to dedicated pools of product experts
- Support through chat, email, and phone
- Resolution management, escalations, and root-cause analysis
- Support coverage for products up to two years after maintenance discontinuation
- Prioritized installation, upgrade, and migration assistance
- Quarterly reviews and expert-led onboarding sessions
Built on a stronger global support foundation
To support the enhanced service model, ABBYY has introduced operational improvements across its global support organization.
