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Adaptive Insights 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 is staffed with finance, technical, and operations professionals who are highly trained specialists in the capabilities and functions of Adaptive Insights. Customers who need assistance can open support tickets from within the Adaptive Insights application. 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

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

  • Access to articles and product documentation located in our Knowledge Center
  • Unlimited case submissions
  • Access for up to two Adaptive Insights administrators to contact support
  • Maximum first response time of one business day
  • 24x7 application monitoring
  • 12x5 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 twenty administrators to contact support
  • Maximum first response time of:
    • 30 minutes for Severity 1 issues
    • 1 hour for Severity 2 issues
    • Less than 4 hours for Severity 3 issues
    • Less than 24 hours for Severity 4 and 5 issues
  • 24x7x365 coverage

Compare Plans

  Standard Support Premier Support
Maximum First Response Time* 1 business day S3 < 4 hours
S4 < 24 hours
S5 < 24 hours
Severity 1 Response Time 30 minutes 30 minutes
Severity 2 Response Time 1 hour 1 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 2 Up to 20
Application Monitoring 24x7 24x7
Case Limit Unlimited Unlimited
Email/Ticket Submission Via Knowledge Base Unlimited Unlimited
Support Knowledge Center 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 Center to find documentation and answers to frequently asked questions, accessible from the Help menu in the 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

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