Nav Level 1 - Customer Success

Workday Adaptive Planning Support

Get the Expertise You Need When You Need It

Support plans

We offer two plans so that you can choose the level of service that’s right for your organisation.

Standard

Every Workday Adaptive Planning customer has access to Standard Support. Our Standard Support plan provides:

  • Access to articles and product documentation located in our knowledge centre
  • Unlimited case submissions
  • Access for up to two Workday Adaptive Planning administrators to contact support
  • Maximum first response time of one business day
  • 24 x 7 application monitoring
  • 12 x 5 coverage window in the subscribed region

Premier

If you need a faster response and extended support coverage, we recommend our Premier Support plan. Premier Support includes all the benefits of Standard Support plus:

  • Access for up to 20 administrators to contact support
  • Maximum first response time of:
    • 30 minutes for Severity 1 issues
    • One hour for Severity 2 issues
    • Less than four hours for Severity 3 issues
    • Less than 24 hours for Severity 4 and 5 issues
  • 24 x 7 x 365 coverage

Compare Plans

  Standard Support Premier Support
Maximum first response time* One business day S3 < Four hours
S4 < 24 hours
S5 < 24 hours
Severity 1 response time 30 minutes 30 minutes
Severity 2 Response time One hour One hour
Coverage window 12 x 5 in subscribed region 24 x 7 x 365
Named contacts (number of administrators with access to support) Up to two Up to 20
Application monitoring 24 x 7 24 x 7
Case limit Unlimited Unlimited
Email/ticket submission via knowledge base Unlimited Unlimited
Knowledge Centre Included Included

*Note: Our support staff is available from 6:00 AM to 6:00 PM Monday through Friday in your core region. The response time is within your coverage window:

  • US (Pacific Time)
  • UK (British Daylight Time)
  • Australia (Australian Eastern Standard Time)

Browse our knowledge centre to find documentation and answers to frequently asked questions, accessible from the Help menu in the Workday Adaptive Planning application.

Email support: support@adaptiveinsights.com

Call support: US (512) 961-7417 | UK +44 (0) 208 068 9560 | AUS +61 (2) 8073 8188

Contact Us

You may also be interested in:

Datasheet

Support Datasheet

Download Now
Learn about the support team that enriches the Adaptive Insights customer experience. Application experts, Adaptive Insights support representatives are ready by phone or email to patiently and thoughtfully guide resolution to any user issue....

Analyst Report

Gartner 2019 Magic Quadrant for Cloud Financial Planning and Analysis Solutions Report

Learn More
Adaptive Insights recognised a Leader in the Gartner 2019 Magic Quadrant for Cloud Financial Planning and Analysis Solutions Report based on its ability to execute and completeness of vision....