The Anaplan Support team has created a philosophy and methodology to facilitate success and adoption at every phase of the customer journey.
Our Support tiers are flexible and dynamic to allow for the different needs and changes that your project requires. You can choose from three tiers of Support from Anaplan:
| Tier | Coverage | Description | Model optimization review | Cost |
| Standard Support | 24/7, 365 days a year | Cases raised via our Support portal are triaged and responded to promptly. Investigation uses our L1, L2, and L3 Support teams as appropriate. | No | Free |
| Enhanced Support * | 24/5, 260 days a year | Includes Advanced Support analysts who help our L1, L2, and L3 teams resolve any critical issues as quickly as possible. Customers also get access to our Reporting Model to drive adoption. | Two free | Speak to your account team |
| Premium Support | 24/7, 365 days a year | A team of Premium Support engineers provide direct coverage, bringing extensive expertise in Anaplan use cases, methodologies, and advanced problem-solving skills. Premium customers can access a dedicated support portal to submit cases, reach out by phone, or request a call-back, with guaranteed responses within 60 minutes. They also receive access to our Premium Reporting Model to help boost adoption, along with regular updates on any open cases, with update frequency determined by the case’s priority level. | Four free | Speak to your account team |
* Enhanced Support is only available to current HyperCare customers. Please contact your Customer Success business partner or your Anaplan renewal team to learn more.
