Hypercare

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

 
HyperCare Basic
HyperCare Professional
HyperCare Enterprise
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

 

For full terms and conditions, click here.