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 will be triaged and responded to promptly – and investigated using our L1, L2 and L3 Support teams as appropriate. | No | Free |
| Enhanced Support | 24/7, 365 days a year | Includes Advanced Support analysts who will 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, and two free model optimization reviews. | Two free | $50K per annum |
| Premium Support | 247, 365 days a year | Coverage by a dedicated team of Premium Support engineers. This team has the most experience of Anaplan use cases, methodology and are ultra-skilled problem solvers. Premium customers have access to a Premium Support portal to raise cases, and contact us via phone or call-back request and can expect a response within 60 minutes. Additionally, these customers get access to our Reporting Model to drive adoption, and updates on any open cases within a set interval – dependent on the case priority. | Four free |
