HyperCare description

No ratings

HyperCare Support Service Description

HyperCare Support consists of the following:

  • Model Builder support access. The model builder support is intended to provide Client with support, guidance, and advice for building and enhancing Anaplan models. This service does not cover architectural changes to a Client model. Model Builder support can be used by all Authorized Users who have completed the “Intermediate Model Building” training course (available online, on demand, at no cost), but may not be used more than five (5) hours per month. Model Builder support will be available twenty-four (24) hours a day Monday through Friday, but Anaplan may defer support to a mutually agreed time slot in its discretion (such as for matters covering complex topics/themes). Anaplan web conferencing capabilities may be used to ensure support is visual and interactive. Anaplan’s Customer Care team will not engage in hands-on build/configuration of Client models.
  • Quarterly end user feedback interviews. Anaplan will provide a maximum of five (5) end user interviews per calendar quarter, which will be conducted upon receipt of nominated interview participants and appropriate contact details to be provided by the Client. Interview questions will be mutually agreed on, and interviews will be scripted and facilitated by the Anaplan Customer Care team. Interviews will be conducted remotely via virtual meetings at mutually agreeable times within extended business hours as needed. The aim of each interview is to elicit end user feedback relating to production-only Anaplan models. Interviews will include questioning around perceived benefits, pain points, usability, functionality, performance, defects, and requests for enhancements.
  • Logging, reporting, and suggested prioritization of end user enhancement requests and defects. Feedback from end user interviews will be consolidated and summarized in a quarterly findings report. The report will present gathered end user feedback (perceived benefits, pain points, usability, functionality, performance, defects, requests for enhancements, and ROI). The report will also encompass a proposed priority for addressing pain points, usability and performance issues, defects, and requests for enhancements. This report will not include the hands-on configuration/deployment of such enhancements. 
  • Bi-annual application health check; covers usability assessment, technical model health analysis, and report. Anaplan will provide a bi-annual application health check for a single production-only Anaplan model upon request. The health check will follow an Anaplan best-practice evaluation of Client’s model, covering the following themes:
  1. Technical model evaluation, including conformity to recommended technical best practices;
  2. Usability evaluation, including assessment of navigation and dashboards; and
  3. Performance evaluation, assessing the model against optimal performance guidelines. 

The report will include details of the assessment, as well as recommendations for improvements, but will not include the hands-on configuration/deployment of such enhancements. Each bi-annual assessment will be focused on a single unique model.

  • Monthly application performance reporting. A monthly application performance report (or reporting model) will be provided for a maximum of ten (10) Anaplan production-only models. The template for this report will be pre-defined by the Anaplan Customer Care team, but will comprise the following usage data points: model open time, import duration, export duration, model rollback time, processing time, number of times accessed, number of users, and number of changes made. Reporting will be provided for the following granularities: Workspace, Model, Container (Dashboard), and User.
  • Daily application performance monitoring. Daily application performance monitoring will be performed on a maximum of ten (10) Anaplan production-only models upon request. This monitoring includes dynamic alerting and reporting for the specified models to the Anaplan Customer Care team. A representative of Anaplan will contact you if the monitoring indicates activity outside of the agreed-upon thresholds. 
  • HyperCare Data Integration. Client will have the option to integrate HyperCare Data from Anaplan’s internal performance and usage monitoring tool into a new model and workspace (the “Client HyperCare Workspace”) that can be accessed by both Anaplan and Client only for the purposes of providing or receiving HyperCare support services. Client must raise a support ticket requesting Anaplan to proceed with this integration, after which Anaplan will initiate and validate the integration and then provide Client with access to the Client HyperCare Workspace. Monthly application reporting will not be available unless Client elects to proceed with this integration. Further, Client is prohibited from uploading any Client Data (as defined in the associated Anaplan SaaS Subscription Agreement or other agreement entered into by the parties governing Client’s access to the Anaplan Service) to the Client HyperCare Workspace. 

HyperCare Data 

 Anaplan may collect the following categories of HyperCare Data via automated reports:

  • Employer email addresses
  • Customer GUID
  • Workspace GUID
  • Model GUID
  • User GUID
  • User action types*
  • User action duration*
  • User action frequency*

*By date, by time, by customer GUID, by Workspace GUID, by Model GUID, by User GUID, and by Employer email address

Anaplan will collect the following other categories of HyperCare Data during its provision of HyperCare Support:

  • Name and employer email address of Client’s primary HyperCare contact
  • Names and employer email addresses for up to five (5) additional Client contacts
  • Workspace and model GUID of models to be monitored (up to 10)
  • Time windows for each model when nightly data loads occur (if applicable)
  • Name of first model to receive an application health check

Use

Anaplan may use HyperCare Data to perform the following tasks:

  • daily performance monitoring;
  • proactive outreach;
  • updating Client’s reporting model on a monthly basis where an Anaplan HyperCare representative uploads performance and usability metrics to a model that the Client may view; and
  • forensic analysis of Client’s model health and design where an Anaplan HyperCare representative will use the resulting information to make recommendations to improve model usability and performance.

Anaplan may use specific categories of HyperCare Data as follows:

  1. Employer email addresses
    1. Associated with all particular actions performed within the Anaplan model.
    2. See “6. User action types” for all relevant metrics tracks and analyzed.
  2. Customer GUID
    1. Associated with all particular actions performed within the Anaplan model.
    2. See “6. User action types” for all relevant metrics tracks and analyzed.
  3. Workspace GUID
    1. Associated with all particular actions performed within the Anaplan model.
    2. See “6. User action types” for all relevant metrics tracks and analyzed.
  4. Model GUID
    1. Associated with all particular actions performed within the Anaplan model.
    2. See “6. User action types” for all relevant metrics tracks and analyzed.
  5. User GUID
    1. Associated with all particular actions performed within the Anaplan model.
    2. See “6. User action types” for all relevant metrics tracks and analyzed.
  6. User action types
    1. By user, the following actions are tracked:
      1. Model logins
      2. Model open time
      3. Dashboard open time
      4. Processing time
      5. Import time
      6. Export time
  1. User action duration
    1. Track and analyze duration of all actions under “6. User action types.”
  2. User action frequency
    1. Track and analyze frequency of all actions under “6. User action types.”
  3. Client’s primary HyperCare contact (name and employer email address)
    1. Store contact information within Anaplan’s licensed customer resource management system and within Anaplan in order to contact in case of alert triggered due to customer-defined thresholds and any items related to HyperCare Support.
  4. Client’s contacts for proactive outreach (names and employer email addresses for up to five (5) contacts)
    1. Store contact information within Anaplan’s licensed customer resource management system and within Anaplan in order to contact in case of alert triggered due to customer-defined thresholds.
  5. Workspace and model GUID of the models you want Anaplan to monitor (up to 10)
    1. Used to setup proactive monitoring of the metrics enumerated under “6. User action types.”
  6. Time windows for each model when nightly data loads occur (if applicable)
    1. Used to setup proactive monitoring of the metrics enumerated under “6. User action types.”
  7. Name of first model for which you want the Application Health Check
    1. Used to setup in-depth analysis of the metrics enumerated under “6. User action types” in addition to an Anaplan assessment of good approaches to model structure and standards.

Glossary of Terms 

  • Customer GUID: The globally unique identifier, presented as a code, for the Anaplan customer.
  • Export time: The amount of time taken for the server to process an export action once it has been requested. It does NOT incorporate time due to network latency or accessing machine’s processing time.
  • Import time: The amount of time taken for the server to process an import action once it has been requested. It does NOT incorporate time due to network latency or accessing machine’s processing time.
  • Model GUID: The globally unique identifier, presented as a code, for the Anaplan model associated with a workspace and customer.
  • Model login: The event where a distinct user accesses (opens) an Anaplan model.
  • Model open time: The duration of loading an Anaplan model into memory for use as processed by the Anaplan server.
  • Processing time: The duration taken by the Anaplan server to process a submitted request from an Anaplan user.
  • Request duration: The duration taken by the Anaplan server to process an input request from an Anaplan user.
  • User GUID: The globally unique identifier, presented as a code, for the Anaplan user, commonly associated with a specific Anaplan customer.
  • Workspace GUID: The globally unique identifier, presented as a code, for the Anaplan workspace associated with a particular customer.
Labels (2)
Version history
Revision #:
16 of 16
Last update:
‎04-17-2018 02:25 PM
Updated by: