Nav Level 1 - Customer Success

Support

Get the Expertise You Need When You Need It

Our customer-centric support organization is designed to respond to customers who need help with their Adaptive Insights solutions. Our support team includes highly trained specialists in the capabilities and functions of all applications in the Adaptive Suite. Customers who need assistance can open support tickets from within the Adaptive Insights application, and our support experts collaborate with the customers to resolve the issue.

Support Plans

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

Standard Support

Every customer has access to standard support for online and telephone support. Our standard support plan provides:

  • Access to articles, online recorded training, user documentation, and a community help forum in our support and knowledge base
  • Unlimited case submissions
  • Access for up to two Adaptive Insights administrators to contact support
  • Maximum first response time of one business day
  • 24/7 application monitoring
  • Access to a dedicated customer success manager to help recommend products, services, and processes so you get the most out of Adaptive Insights
  • 12 hours/5 days a week phone support in the subscribed region

Extended phone support coverage is available as an add-on with the standard plan, and it's a great fit for those who have administrators in more than one geographical region and want increased time-zone coverage.

Premium Support

If you need a faster response, extended support coverage, or an assigned support resource, we recommend our premium support plan. Premium Support includes all the benefits of Standard Support, plus:

  • Access for up to 10 administrators to contact telephone support
  • Maximum first response time of four hours
  • Priority phone access
  • 24 hours/5 days a week phone support in the subscribed region, as well as extended coverage beyond the subscribed region
  • Access to a named support specialist who takes leadership of support tickets and responses, and engages with proactive weekly calls during core region hours

Compare Plans

  Standard Support Premium Support
Maximum First Response Time 1 business day 4 hours
Number of Administrators With Access to Support Up to 2 Up to 10
Application Monitoring 24/7 24/7
Case Limit Unlimited Unlimited
Email/Ticket Submission Via Knowledge Base Included Included
Support Knowledge Base Access Included Included
Customer Success Manager Access Included Included
Priority Phone Access - Included
Named Support Specialist With Proactive Weekly Calls (During Core Region Hours) - Included
Expanded Phone Support Hours Add-On Included

Browse our Product Support & Forums to find answers to frequently asked questions, share useful tips and solutions, and post questions. Note: You must log into your Adaptive Insights model to access the forum.

Email support: support@adaptiveinsights.com

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

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