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 is staffed with finance, sales, 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 three plans so that you can choose the level of service that’s right for your organization.

Standard Support

Every Adaptive Insights 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 located 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
  • 24x7 application monitoring
  • Up to four Customer Success Enablement Office Hours per year
  • 12x5 coverage window in the subscribed region

Advanced Support

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

  • Access for up to three administrators to contact support
  • Maximum first response time of six hours
  • Up to eight Customer Success Enablement Office Hours per year
  • 24x5 coverage window in the subscribed region, as well as extended coverage beyond the subscribed region.

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 five administrators to contact support
  • Maximum first response time of four hours
  • Up to 16 Customer Success Enablement Office Hours per year
  • Priority phone access
  • 24x5 coverage window in the subscribed region, as well as extended coverage beyond the subscribed region
  • 24x7 Coverage/Weekend Coverage for Severity 1 incidents only.
  • 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 Advanced Support Premium Support
Maximum First Response Time 1 business day 6 hours 4 hours
Severity 1 Response Time* 1 hour 1 hour 1 hour
Coverage Window 12x5 in subscribed region 24x5 in subscribed region 24x5 in subscribed region
24x7 Coverage/Weekend Coverage     Severity 1 Only*
Number of Administrators With Access to Support Up to 2 Up to 3 Up to 5**
Application Monitoring 24x7 24x7 24x7
Case Limit Unlimited Unlimited Unlimited
Email/Ticket Submission Via Knowledge Base Unlimited Unlimited Unlimited
Customer Success Enablement Office Hours up to 4 per year up to 8 per year up to 16 per year
Support Knowledge Base Included Included Included
Named Support Specialist Who Is Familiar With Your Instance & Proactive Weekly Calls (During Core Region Hours) Included



 

* "Severity Level 1 Incident" means the production instance of the Service is down for reasons other than standard maintenance and there is a critical impact to Customer if Service is not restored.

** Premium package—if a customer has multiple production instances in a subscription, they can add 2 additional administrator contacts per instance, i.e., 2 instances, up to 7; 3 instances, up to 9.

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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