Connected Planning/Multi-Use-Case Direction
To help you take the next step in your connected planning journey, we offer a suite of customized support to help you chart the way. Take advantage of the knowledge and experience we can provide to better administer and expand your use of Anaplan to deliver the maximum value to your organization.
We bring our years of experience in Anaplan implementations and support across virtually every use case to assist you where you need it. We can help you found, administer, and grow a center of excellence; develop a program to plan your use and expansion of Anaplan; run an application support desk; govern an Application Lifecycle Management (ALM) process and deploy a Data Hub model and approach. We can also provide support and advisement on all of your Data Integration needs from good practices to sound processes to technical know-how advice.
Our goal is help you succeed in your Anaplan journey, and we are intent on providing you the support you need along the way. Let us know how we can help you!
Five (5) sessions with a Certified Anaplan Trainer to assist with:
Tailored deployment plan and reference materials
Guidance for end-user adoption approaches
Support for training delivery
This entitlement provides 5 sessions of remote or onsite end-user training services, provided by a certified Anaplan Trainer. Time can be spent assisting with the formulation of end-user training strategies/plans, developing end-user training materials, and/or providing support during end-user training sessions (in a non-lead capacity), remote or onsite.
This entitlement also has the following requirements:
Sessions must be scheduled 2 weeks in advance, and each session can be booked in increments of up to 4 hours
Named resources cannot be guaranteed
Travel & expense for onsite travel will be invoiced separately
All Anaplan Customers are entitled to our 24/7 Platform Support which includes the following:
Platform uptime and performance issue handling
Single sign-on (SSO) setup support
General platform inquiry support
Three days of model builder training
This entitlement provides three (3) days of remote or onsite model builder training services, provided by a Certified Anaplan Trainer. The intended use of these services is to cover post go-live model builder training for new starters or for refresher training to previously trained customer model builders. Through training will be primarily based around pre-designed Anaplan training courses, some time can be dedicated to specifically requested topics and interactive learning. This entitlement is dedicated to training and not the hands-on build/configuration of specific customer models. Services must be scheduled 2 weeks in advance and can be booked in increments of full days only. Named resources cannot be guaranteed. T&E for onsite travel will be invoiced separately.
Model builder support hotline
The Model Builder Support Hotline is for support, guidance, and advice for building and enhancing Anaplan models. This does not cover architectural changes to your Anaplan application. The hotline can be used by all customer resources who have completed the “Intermediate Model Building” training course (available online, on demand, at no cost). Model builder support will be available 24/7, although support discussions covering complex topics/themes may be deferred to a mutually agreed time slot within extended business hours to ensure the appropriate level of support. Anaplan web conferencing capabilities may be used to ensure support is visual and interactive. The Customer Care team will not engage in hands-on build/configuration of customer models. The hotline is limited to 5 hours per month.
HyperCare customer(s) are entitled to a number of services as part of Application Health Monitoring. This entitlement provides customer with a Bi-Annual Application Health Check report on usability assessment and technical model health analysis, Monthly Application Performance Reporting, and Daily Application Monitoring.
Bi-Annual Health Check Report
This entitlement provides a Bi-Annual Application Health Check for a single production-only Anaplan model. The health check will follow an Anaplan best practice evaluation of your model, covering the following themes:
Technical model evaluation, including conformity to recommended technical best practices (In consultation with Anaplan Business Partner or Anaplan Partner)
Usability evaluation, including assessment of navigation and dashboards
Performance evaluation, assessing the model against optimal performance guidelines
The report will comprise details of the assessment, as well as recommendations for improvements for you to make on your model. Each bi-annual assessment can be focused on a single unique model.
Monthly Application Performance Reporting
A monthly report on Performance and Usage Reporting is provided for showing usage of various models and performance of the models. Various metrics vs trend over time is included in the report to allow detailed analysis of usage and to note where key resources are taken. The following highlights the key metrics of the monthly report:
Model Logins - Total number of logins by a user(s) for a period.
Dashboard Logins - Total number of logins by a user(s) for a period.
Model Open Time - Amount of time it takes for a closed model to open for the time period. (Does not reflect a model already loaded into memory)
Dashboard Open Time - Amount of time it takes to open the selected dashboard.
Processing Time - Amount of time the system is processing requests. (Does not reflect network latency, browser or local hardware processing time)
Import & Export Time - Amount of time the model is processing import and export.
Model Size by Time - Trend of model size growth over period.
Using these metrics, you will be able to forecast application growth and perform capacity planning, identify operations that require attention, and monitor adoption status within your organization.
Daily Application Performance Monitoring
We setup an active Alert System that will monitor activities within your models that exceed expected thresholds. When this threshold is exceeded, this will trigger the attention of your HyperCare Point-of-Contact and your Anaplan Business Partner. This Alert System will allow the stakeholders to stay on top of finding and resolving problems as quickly as possible. We will work with you to understand what parameters you would like to monitor. The following highlights the process flow when a threshold has been exceeded.
Proactive monitoring will recieve an alert when one of its monitored parameters has exceeded.
Alert is sent to stakeholder. If there is an Anaplan Business Partner associated with the customer, the business partner will be informed.
A health analysis will be performed. If further escalation is required, it will be initiated.
Root Cause Analysis (RCA) will be performed and a report will be generated to the customer and Anaplan Business Partner.
Examples of popular Daily Alerts to be setup:
Model Open time
Import & Export process time
Dashboard Open time
A HyperCare representative will conduct a discovery session with our customer to determine the required metrics for monitoring. Our goal is to key into the metrics that keep your model and business humming.
Quarterly end-user feedback interviews
End-users play a central role in the development process, so we want to enable them to provide top-to-bottom feedback on their use of Anaplan. We will solicit feedback on:
Insights of how their models can be better utilized
How well t heir models have been adopted
H ow well the Anaplan platform has been used
How their m odels co uld be improved r e g a r d i n g performance and usability
H o w Anaplan can make t heir daily life better
This will foster adoption of Anaplan within your organization, maximizing your Investment, Business Value, and minimizing the Total Cost of Ownership (TCO).
Logging, reporting and suggested prioritization of end-user enhancement requests and defects
The enhancement request and defect prioritization process will empower end-users to speed-up the resolution of concerns and allow for continuous improvement of their Models.
We will deliver this feedback via a customized version of the Anaplan project-management model in order to keep track of all the project tasks including the Model Testing Phase which delivers :
U sability Tests
C hange requests and enhancements p rioritization
Monthly application usage reporting
You will receive monthly reports on various usage metrics that will provide you with the information regarding Dashboard, Modules, Models, and Workspace. This enables you to forecast application growth, predict, and identify operations that require attention, and monitor the adoption rate within the organization.
In this way, the Monthly Application Usage Reporting will ensure that t he end user’s experience, including performance, hits the mark when using model s . In order to optimize the model's performance the following metrics will be taken into account :
Model Open Time
Dashboard Open Time