KB-2290 Appian Support Glossary and Contact Information
This article provides a high level explanation of each priority level and other terms related to Appian Support cases.
Table of Contents:
P1 Priority
Unavailability of the primary production environment or end users unable to access the production environment.
P2 Priority
Significant production disruption including severe performance degradation, data loss/corruption, or failure of critical application functionality.
P3 Priority
Medium priority issues include minor production issues and unavailability of a non-production environment.
P4 Priority
Low priority issues such as license requests, changes to account, questions about functionalities/documentation clarification.
Non-Production Environment
All environments, excluding Production Environment and its associated DR, are considered non-production environments by Appian Support. The purpose of non-production sites can range from development, testing, load testing, user acceptance testing, etc.
On-call hours
6 PM ET Friday to 7 PM ET Sunday. Appian Professional, Signature, Advanced, Enterprise, Premier, and Premier Plus customers are entitled to 24x7 support for production issues (P1 and P2 cases as explained above).
These customers will be supported over the weekends and bank holidays by on-call engineers. Support is provided by Appian to restore production environments or critical/high priority issues. If the root cause of the problem cannot be quickly identified and corrected, a short term remediation or workaround would be pursued.
A root cause analysis (and identification of a long-term fix, if applicable) for P1 cases will continue during regular business hours when additional resources/subject matter experts are available.
Outage
Unavailability of the primary production environment to end users.
Contact Information
You can contact Appian Technical Support using the details below.
Create a Support Case: MyAppian
Email support@appian.com
Global Phone Numbers*
- United States: +1 703 442 1066
- United Kingdom: +44 20 3695 0246
- France: +33 184 886 650
- Australia: +61 285 203 042
- Singapore: +65 3158 1663
- Spain: +34 910762836
- Italy: +39 0230451913
- India: 000 800 050 3233 (Toll-free, regional access only)
Note: Appian Support Phone Numbers can also be found at the bottom of every open support case. Please have your Appian Support case number available, when contacting Appian Support.
*Please note that the numbers are subject to change without prior notification.
Affected Versions
This article applies to all versions of Appian.
Last Reviewed: August 2026