Automation 360 Cloud FAQs

Where can I find an overview of Automation 360 Cloud security?

An overview and details about Automation 360 Cloud security can be found in this document, Automation 360 Cloud Security and Data Privacy.

How can a customer start using Automation 360 Cloud?

The prerequisites and additional, optional steps for getting started can be found on the Automation Anywhere docs portal at the following location: Como começar com o Automation 360 Cloud.

For most customers, the basic requirement is to allow secure access, using HTTPS, to their new Control Room environment hosted on Automation 360 Cloud. If this is not already enabled, you need to open port 443 in your firewall to allow outward HTTPS communication from your browser and the Bot agent to the Control Room. After the Bot agent is installed, it establishes a web socket connection to the Control Room. No ports need to be open on the customer site for these inbound connections.

Does Automation 360 Cloud provide a service level agreement (SLA) for service availability?

Yes, an SLA for 99.9% monthly availability is provided for the customer's access to their production Control Room environment. The SLA does not include planned down time for maintenance and updates to the service. If a customer believes that the SLA has not been met, a service credit can be claimed through Support. Details can be found in our Availability Service Level Terms.

How does Automation 360 Cloudsupport high availability (HA)?

Each customer’s Automation 360 environment is deployed using application load balancing across highly available public Cloud infrastructure services. The infrastructure services support both microservices running on Docker containers in Kubernetes clusters and datastores (database, cache, logging, file system, storage) supporting HA across multiple zones within a region. Both AWS and GCP public clouds are used.

Does Automation 360 Cloud support disaster recovery (DR)?

Yes, Automation 360 Cloud supports DR. In case of major incidents where imminent resolution seems unavailable, a disaster situation is declared and all the tenants within the region affected by the incident are failed over to another, remote region. The current objectives for this recovery are as follows:

Recovery Time Objective (RTO): The time taken to get a new region up and running with the last backup data restored is six hours.
Recovery Point Objective (RPO): The maximum duration for data loss during a restore is six hours.

Nota: RPO is based on backups taken and pushed to another backup region.

Are there maintenance windows for the Automation 360 Cloud?

Yes, Automation Anywhere updates Automation 360 Cloud once every three months so that customers will receive automatic and regular updates to the latest software version. For more information, see Products and Services Lifecycle Policy.

The primary channel for communicating the timing of Cloud status and maintenance windows is the Automation 360 Cloud Service Status site. You can subscribe to this website and receive the updates. Note that you cannot choose when the updates are rolled out across the multi-tenant Cloud. The Automation 360 architecture is designed to allow these timeless updates to roll out without affecting customers’ botdevelopment life cycles.

What actions should a customer take to plan for an Automation 360 maintenance window?

A customer’s bot operations should take account of scheduling bots to run outside of the published maintenance windows. These updates are scheduled to run outside of normal business hours on the same day and time per region and focuses on mid-month, avoiding month ends. More details guiding customers on planning around maintenance windows can be found on our APeople Knowledgebase article.

Is customer data stored on the Automation 360 Cloud?

Yes, basic automation processes allow customers to keep customer business data on their own infrastructure using careful bot design. However, Automation 360 applications increasingly store customer data on the Cloud. Several Automation Anywhere products store customer data as part of customer-defined automations, although typically only temporarily, that is, during the automation process defined by the customer. For example:

IQ Bot use typically involves uploading images for processing.
Recorder and Discovery Bot store recorded screenshots
Nota: Secure Recording can be enabled by administrators to ensure that these are not stored.
AARI stores data processed by attended forms.
Bot Insight can be used to create dashboards made from tagged business data being processed by a bot.

The customer has control over what business data is stored on the Automation 360 Cloud. Note that the source data remains with the customer, and the customer is in control of deleting the data on the Automation 360 Cloud. There should not be customer concern over loss of data as the customer has the main copy of the data in their systems. In general, the business data a customer puts in our Cloud through the use of bots is for the automation purposes only and can then be deleted. The primary storage for the data is not on our Cloud. Customers may need to keep audit logs and dashboard data. Both of these can be exported.

What is the Automation 360 Cloud Data Retention Policy?

During a customer’s subscription period, data on the Automation 360 Cloud is under their control. Audit logs have a retention policy of 180 days. Backups are taken every six hours and kept for seven days. After a subscription ends, according to our retention policy, data is held for another 30 days, to allow for renewal or recovery of bots and reports, and is deleted after that. After 60 days, the entire tenant environment is deleted.

Is data stored on the Automation 360 Cloud using common storage infrastructure?

Yes. The data storage services used by the Automation 360 Cloud are shared across customers as part of the multi-tenant design. In this way, the infrastructure and operational costs are not passed on to our customers. The Automation Anywhere applications use a unique tenant ID to ensure that data access is logically segregated by tenant. No data processing or storage operations can expose the data of one customer to another customer.

Can Automation Anywhere personnel access customer data stored on the Automation 360 Cloud?

Yes. However, operational controls governed by Automation Anywhere compliance certifications ensure that such access is limited to a well-defined set of individuals in CloudOps, SecOps, and support organizations under strict separation of duties. Customer data will be accessed only based on a customer granting permission in order to resolve a support case.

What compliance covers Automation 360 Cloud?

The CloudOps are governed by the following certifications based on third-party audits: SOC 1 Type 2, SOC 2 Type 2, ISO 27001, and HITRUST.

The Automation Anywhere Business Continuity Management system is also certified with ISO 22301.

Customers rely on industry