HyperCare

Anaplan HyperCare packages take our standard platform support to the next level.

HyperCare Program Benefit/Service Descriptions:

HyperCare Support consists of the following:

  • First response time. The Tier of HyperCare will dictate the Response Time and Resolution Time. Anaplan will make commercially reasonable efforts to resolve cases as follows:
  • HyperCare Tier Response Time* Resolution Time
    Basic Subscriptions 120 minutes 10 business days
    HyperCare for Professional 90 minutes 6 business days
    HyperCare for Enterprise 60 minutes 3 business days

    * Response times are not applicable to Severity Level 1 issues, which will be responded to without delay

  • Resolution Time Guidelines. Resolution Time for Anaplan under HyperCare is defined as the estimated amount of time within which Anaplan closes a support case (logged via phone, chat or email). Time spent pending customer response or information and cases that are transferred to L2 or L3 for resolution are not part of this calculation. Resolution Times are guidelines and not commitments.
  • Product support availability. All Anaplan customers, including those with HyperCare support, have access to 24/7/365 basic product support via email, phone, and chat.
  • HyperCare Support Resource. A HyperCare resource will be assigned or dedicated for HyperCare Professional and HyperCare Enterprise respectively. The HyperCare resource will be available Monday through Friday during standard business hours. Anaplan will make commercially reasonable efforts to assign a HyperCare resource in the customer’s region (APAC, EMEA, or North America). Although a HyperCare resource is assigned to a customer, the customer should follow the standard support case submission process for product issues, outages, etc. by emailing support@anaplan.com, calling, or chatting from Community or the Anaplan Platform.
  • Priority queueing. Support cases submitted to Anaplan’s helpdesk are worked through at a first come first serve basis for customers who fall under Basic Support. Both HyperCare for Professional and HyperCare for Enterprise customers qualify for priority queueing and will be worked in priority ahead of other submitted cases. Please Note: Severity 1 issues/cases (as defined in your agreement) and outages will take precedence over HyperCare priority queueing.
  • Quarterly business reviews. HyperCare for Professional and HyperCare for Enterprise customers will be provided additional input to the standard Quarterly Business Review (QSR) executed in conjunction with the Anaplan Customer Success Business Partner (BP).
  • Model Optimization. Model Optimizations are a professional service delivered by highly skilled Anaplan analysts, and are typically offered for purchase. The outcome of the Model Optimization offers multiple benefits that can include, but is not limited to, identifying formulas, calculations and structures that have a negative impact on performance; advice on incorporating best practices into your models; and an enhanced end-user experience.
    HyperCare for Professional customers will be eligible for up to two (2) Model Optimizations per subscription year upon customer’s written request. HyperCare for Enterprise customers will be eligible for up to four (4) per year upon customer’s written request. This is a highly collaborative process among the customer, Anaplan Business Partner (BP), the model analysis team, and delivery partner (when applicable). Please allow a minimum of four (4) weeks to complete any Model Optimization.
  • Annual end user adoption survey and feedback session. A HyperCare resource will conduct a remote end-user interview upon customer’s written request. The HyperCare resource will provide insights, observations, and recommendations on how to improve the overall experience using Anaplan. A survey will also be provided to the customer collecting customer feedback on their experience with the HyperCare service.
  • VIP exclusive access at Anaplan events. HyperCare for Professional and HyperCare for Enterprise customers are provided with exclusive offers at Anaplan events. These can include, but are not limited to, discounts on event tickets for events such as CPX and regionalized Anaplan events, VIP seating for Keynote speaking events as well as other VIP access.
  • Weekly application performance reporting. A weekly application performance report (or reporting model) will be provided for a maximum of ten (10) Anaplan production-only models for HyperCare for Professional customers and a maximum of twenty five (25) Anaplan production-only models for HyperCare for Enterprise customers upon request. The template for this report will be pre-defined by the Anaplan HyperCare team in conjunction with the customer, but will generally comprise the following usage data points: model open time, import duration, export duration, processing time, number of times accessed, number of users, and number of changes made. Reporting will be provided for the following granularities: Workspace, Model, Container (Dashboard), and User.
  • Daily application performance monitoring. Daily application performance monitoring will be performed on a maximum of ten (10) Anaplan production-only models for HyperCare for Professional customers and a maximum of twenty-five (25) Anaplan production-only models for HyperCare for Enterprise customers upon request. This monitoring includes dynamic alerting and reporting for the specified models to the Anaplan HyperCare team. A representative of Anaplan will contact you based on customer preference if the monitoring indicates activity outside of the dynamically calculated thresholds.
  • Preferred eligibility to product programs. HyperCare for Enterprise customers may receive preferred eligibility and consideration to participate in optional Early Access (EA) for upcoming new features and functionality of the Anaplan platform. Please Note: This does not guarantee placement in EA programs or access. Participation is determined based on overall fit and suitability for the EA product. EA is provided “as is,” exclusive of any and all warranties, is not supported, and is not subject to any availability or security obligations, and Anaplan may terminate or discontinue the EA version at any time without liability.

ADDITIONAL Information around Data:

Customer acknowledges that Anaplan will use the following categories of system data in its provision of HyperCare Support:

  • Usernames
  • Customer GUID
  • Workspace GUIDs
  • Model GUIDs
  • User GUIDs
  • User action types*
  • User action duration*
  • User action frequency*

*By date, by time, by customer GUID, by Workspace GUID, by Model GUID, by User GUID, and by Employee email address

Customer acknowledges that Anaplan will collect and use the following other categories of HyperCare data during its provision of HyperCare Support:

  • Name and employee email address of Client’s primary HyperCare contact
  • Names and employee email addresses for up to five (5) additional Client contacts
  • Workspace and model GUID of models to be monitored
  • Time windows for each model when nightly data loads occur (if applicable)
  • Name of first model to receive an application health check
  • Anaplan may use system and HyperCare data to perform the following tasks:
  • daily performance monitoring;
  • proactive outreach;
  • updating Client’s reporting model on a weekly basis where an Anaplan HyperCare representative uploads performance and usability metrics to a model that the Client may view; and
  • forensic analysis of Client’s model health and design where an Anaplan HyperCare representative will use the resulting information to make recommendations to improve model usability and performance.

Anaplan may use specific categories of system and HyperCare data as follows:

    1. Employer email addresses
      1. Associated with all particular actions performed within the Anaplan model.
      2. See “6. User action types” for all relevant metrics tracks and analyzed.
    2. Customer GUID
      1. Associated with all particular actions performed within the Anaplan model.
      2. See “6. User action types” for all relevant metrics tracks and analyzed.
    3. Workspace GUID
      1. Associated with all particular actions performed within the Anaplan model.
      2. See “6. User action types” for all relevant metrics tracks and analyzed.
    4. Model GUID
      1. Associated with all particular actions performed within the Anaplan model.
      2. See “6. User action types” for all relevant metrics tracks and analyzed.
    5. User GUID
      1. Associated with all particular actions performed within the Anaplan model.
      2. See “6. User action types” for all relevant metrics tracks and analyzed.
    6. User action types
      1. By user, the following actions are tracked:
        1. Model logins
        2. Model open time
        3. Dashboard open time
        4. Processing time
        5. Import time
        6. Export time
    7. User action duration
      1. Track and analyze duration of all actions under “6. User action types.”
    8. User action frequency
      1. Track and analyze frequency of all actions under “6. User action types.”
    9. Client’s primary HyperCare contact (name and employer email address)
      1. Store contact information within Anaplan’s licensed customer resource management system and within Anaplan in order to contact in case of alert triggered due to dynamically calculated thresholds and any items related to HyperCare Support.
    10. Client’s contacts for proactive outreach (names and employer email addresses for up to five (5) contacts)
      1. Store contact information within Anaplan’s licensed customer resource management system and within Anaplan in order to contact in case of alert triggered due to dynamically calculated thresholds.
    11. Workspace and model GUID of the models you want Anaplan to monitor (up to 10)
      1. Used to setup proactive monitoring of the metrics enumerated under “6. User action types.”
    12. Time windows for each model when nightly data loads occur (if applicable)
      1. Used to setup proactive monitoring of the metrics enumerated under “6. User action types.”
    13. 13. Name of first model for which you want the Application Health Check
      1. 1. Used to setup in-depth analysis of the metrics enumerated under “6. User action types” in addition to an Anaplan assessment of good approaches to model structure and standards.

Glossary of terms

  • Customer GUID: The unique identifier, presented as a code, for the Anaplan Dashboard open time: The duration taken by the Anaplan server to process a dashboard open request from an Anaplan user.
  • Export time: The amount of time taken for the server to process an export action once it has been requested. It does NOT incorporate time due to network latency or accessing machine’s processing time.
  • Import time: The amount of time taken for the server to process an import action once it has been requested. It does NOT incorporate time due to network latency or accessing machine’s processing time.
  • Model GUID: The unique identifier, presented as a code, for the Anaplan model associated with a workspace and customer.
  • Model login: The event where a distinct user accesses (opens) an Anaplan model.
  • Model open time: The duration of loading an Anaplan model into memory for use as processed by the Anaplan server.
  • Processing time: The duration taken by the Anaplan server to process a submitted request from an Anaplan user.
  • User GUID: The unique identifier, presented as a code, for the Anaplan user, commonly associated with a specific Anaplan customer.
  • Workspace GUID: The unique identifier, presented as a code, for the Anaplan workspace associated with a particular customer.