HyperCare

\r\n

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

\r\n

** Recommended tier

\r\n

\r\n
• First response time. The Tier of HyperCare will dictate the Response Time and Resolution Time. Anaplan will make commercially reasonable efforts to resolve cases.
\r\n
• 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.
\r\n
• Product support availability. All Anaplan customers, including those with HyperCare support, have access to 24/7/365 basic product support via email, phone, chat and the case portal.
\r\n
• Dedicated HyperCare 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.
\r\n
• 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.
\r\n
• 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).
\r\n
• 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.
  \r\nHyperCare 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.
\r\n
• 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.
\r\n
• 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.
\r\n
• Weekly reporting app and metrics. 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.
\r\n
• 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.
\r\n
• Center of Excellence (CoE) Concierge. A HyperCare resource will run a quarterly benchmark analysis on the customer’s CoE footprint and guide them to the right resources for next steps.
\r\n
• Preferred eligibility to product programs.
\r\n

\r\n"}}" id="text-f366a2415f" class="cmp-text">

*响应时间不适用于严重级别1的问题，该问题将立即得到响应

**推荐层

• 第一次响应时间。HyperCare的层将决定响应时间和解决时间。ananplan将做出商业上合理的努力来解决这些问题。
• 决议时间指南。HyperCare下的Anaplan解决时间定义为Anaplan关闭支持案例的估计时间(通过电话、聊天或电子邮件记录)。等待客户响应或信息以及转移到L2或L3进行解决的案例所花费的时间不属于此计算的一部分。决议时间是指导方针，而不是承诺。
• 产品支持可用性。所有的Anaplan客户，包括那些拥有HyperCare支持的客户，都可以通过电子邮件、电话、聊天和案例门户网站获得24/7/365的基本产品支持。
• 专用HyperCare资源。HyperCare资源将分别分配给HyperCare Professional和HyperCare Enterprise。HyperCare资源将在周一至周五的标准营业时间内提供。ananplan将尽商业上合理的努力在客户所在地区(APAC、EMEA或北美)分配HyperCare资源。虽然HyperCare资源已分配给客户，但客户应遵循标准的支持案例提交流程，针对产品问题、宕机等，可通过发送电子邮件至support@anaplan.com、从社区或Anaplan平台打电话或聊天。
• 优先级排队。提交给Anaplan帮助台的支持案例将以先到先得的方式为属于基本支持的客户进行处理。HyperCare for Professional和HyperCare for Enterprise客户都有资格优先排队，并将优先于其他提交的案例。请注意:严重级别为1的问题/情况(在您的协议中定义)和中断将优先于HyperCare优先队列。
• 季度业务回顾。与Anaplan客户成功业务合作伙伴(BP)一起执行的HyperCare专业客户和HyperCare企业客户将为标准季度业务审查(QSR)提供额外的输入。
• 模型优化。模型优化是由高技能的Anaplan分析师提供的专业服务，通常提供购买。模型优化的结果提供了多种好处，包括但不限于，确定对性能有负面影响的公式、计算和结构;关于将最佳实践纳入模型的建议;以及增强的终端用户体验。
  根据客户的书面要求，HyperCare专业客户每个订阅年将有资格获得最多两(2)次模型优化。根据客户的书面要求，HyperCare企业客户每年最多可享受四(4)次服务。这是客户、Anaplan业务伙伴(BP)、模型分析团队和交付伙伴(当适用时)之间高度协作的过程。请允许至少四(4)周的时间来完成任何模型优化。
• 年度终端用户采用调查和反馈会议。HyperCare资源将根据客户的书面要求进行远程最终用户面谈。HyperCare资源将提供关于如何使用Anaplan改善整体体验的见解、观察和建议。我们还将向客户提供一项调查，收集客户对HyperCare服务体验的反馈。
• 在anplan活动的VIP独家访问。HyperCare for Professional和HyperCare for Enterprise客户在anplan活动中提供独家优惠。这些优惠包括但不限于CPX和区域性Anaplan活动的活动门票折扣、主题演讲活动的VIP座位以及其他VIP访问。
• 每周报告应用程序和指标。每周应用程序性能报告(或报告模型)将根据要求为专业客户提供最多十(10)个anplan纯生产模型，为企业客户提供最多二十五(25)个anplan纯生产模型。该报告的模板将由Anaplan HyperCare团队与客户一起预先定义，但通常包括以下使用数据点:模型打开时间、导入持续时间、导出持续时间、处理时间、访问次数、用户数量和所做更改的次数。将为以下粒度提供报告:工作区、模型、容器(仪表板)和用户。
• 日常应用程序性能监控。每日应用程序性能监测将在为专业客户提供的最多十(10)个anplan纯生产模型上执行，并根据要求为企业客户提供的最多二十五(25)个anplan纯生产模型上执行。该监控包括向Anaplan HyperCare团队动态警报和报告指定模型。如果监控显示活动超出了动态计算的阈值，Anaplan的代表将根据客户偏好与您联系。
• 卓越中心礼宾部。HyperCare资源将对客户的CoE占用进行季度基准分析，并为下一步引导他们使用正确的资源。
• 产品方案的优先资格。