Every Workday Adaptive Planning customer has access to Standard Support. Our Standard Support plan provides:
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:
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:
Email support: support@adaptiveinsights.com
Call support: US (512) 961-7417 | UK +44 (0) 208 068 9560 | AUS +61 (2) 8073 8188