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

0 Kudos