Hypercare

Welcome to HyperCare, Anaplan’s premium support program. HyperCare represents Anaplan’s continued dedication to your Connected Planning journey, with features 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, your Customer Success Business Partner, or email hypercare.support@anaplan.com.

	HyperCare for Professional	HyperCare for Enterprise

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

Priority queue	First response time*: 90 minutes Resolution time: Six business days	First response time*: 60 minutes Resolution time: Three business days
Daily monitoring and proactive support alerts	10 models	25 models
Model optimization	Two models per year	Four models per year
Quarterly executive summary reporting	Included	Included

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