Welcome to HyperCare, Anaplan’s managed service program. HyperCare represents Anaplan’s continued dedication to your Connected Planning journey, with services that ensure you and all your Anaplan users have what they need to be successful. To learn more about HyperCare in greater detail, check out our video here. If you are interested further in HyperCare please contact your Account Executive or your Customer Success Business Partner.
Adoption Support
| Adoption Support | |||
|
HyperCare support resource |
Assigned | Dedicated | |
|
Weekly reporting app and metrics |
10 models | 25 models | |
|
Center of Excellence (COE) support |
Included | Included | |
|
Annual end user adoption surveys and feedback session |
Included | Included | |
|
Product support self-service toolkit |
Included | Included | |
| Proactive Support | |||
|
Priority queue |
First response time: 120 minutes Resolution time: 10 business days |
First response time: 90 minutes Resolution time: 6 business days |
First response time: 60 minutes Resolution time: 3 business days |
|
Daily monitoring and proactive support alerts |
10 models | 25 models | |
|
Model optimization |
2 models per year | 4 models per year | |
|
Quarterly support review (QSR) |
Included | Included | |
| Exclusive Access | |||
|
VIP desk & access at Anaplan events (i.e. CPX) |
Included | Included | |
| Preferred eligibility to product programs (i.e. early access) | Included |
*Response times are not applicable to Severity Level 1 issues, which will be responded to without delay