HyperCare Resources

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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 b i-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. With this information, performance of the model and users' activity can be presented in a week-on-week or monthly report. The following highlights the key metrics of the monthly report:  Model logins: Total number of logins by a user or users for a period. Dashboard logins: Total number of logins by a user or users 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, or browser or local hardware processing time) Import and 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 monthly reports 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 set up 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 been 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 set up: Model open tme Import and 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.
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HyperCare customer(s) are entitled to one-on-one model builder support. This entitlement allows the customer to seek advice surrounding functions and model design. For dedicated help on complex  topics, that may be deferred to a mutually agreed upon time slot.    One-on-one model builder support The one-on-one model builder support is for support, guidance, and advice for building and enhancing Anaplan models. This does not cover architectural changes to your Anaplan application. This service 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 with request communicated in advance. 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 one-on-one session is limited to five hours per month. This entitlement is dedicated to training and not the hands-on build/configuration of specific customer models. Services must be scheduled two weeks in advance. Travel and expense for onsite travel will be invoiced separately.
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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 t esting phase  which delivers :    U sability te sts   Defects   management   C hange requests and enhancements  p rioritization
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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: Technical model evaluation, including conformity to recommended technical best practices; Usability evaluation, including assessment of navigation and dashboards; and 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: Employer email addresses Associated with all particular actions performed within the Anaplan model. See “6. User action types” for all relevant metrics tracks and analyzed. Customer GUID Associated with all particular actions performed within the Anaplan model. See “6.  User a ction types” for all relevant metrics tracks and analyzed. Workspace GUID Associated with all particular actions performed within the Anaplan model. See “6. User action types” for all relevant metrics tracks and analyzed. Model GUID Associated with all particular actions performed within the Anaplan model. See “6.  User a ction types” for all relevant metrics tracks and analyzed. User GUID Associated with all particular actions performed within the Anaplan model. See “6.  User a ction types” for all relevant metrics tracks and analyzed. User action types By user, the following actions are tracked: Model logins Model open time Dashboard open time Processing time Import time Export time User action duration Track and analyze duration of all actions under “6.  User a ction types.” User action frequency Track and analyze frequency of all actions under “6.  User a ction types.” Client’s primary HyperCare contact (name and employer email address) 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. Client’s contacts for proactive outreach (names and employer email addresses for up to five (5) contacts) 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. Workspace and model GUID of the models you want Anaplan to monitor (up to 10) Used to setup proactive monitoring of the metrics enumerated under “6.  User a ction types.” Time windows for each model when nightly data loads occur (if applicable) Used to setup proactive monitoring of the metrics enumerated under “6. U ser a ction types.” Name of first model for which you want the Application Health Check Used to setup in-depth analysis of the metrics enumerated under “6.  User a ction 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.
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Key benefits

  • • Support and grow your Anaplan applications with predictable success, while ramping your internal support team

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