There are two support streams for which the Clear Plan Support Team will be your first contact:
Implementation-Specific Support
Technical Support
The first addresses the most common form of customer support requirement, Implementation-Specific support issues such as “How do I..?” or “I don’t understand how this aspect of our implementation functions …”.
The second addresses the infrequent Technical Support issues associated with the core product (such as “bugs” or service level provision of the on-demand service) and is included within the Adaptive Planning subscription.
Implementation-Specific Support
Clear Plan provides direct Implementation-Specific support to its customers, and since no two customers have identical support needs, agree customer by customer support arrangements.
Some customers require no support since, following a Clear Plan implementation, they will use the freely available Adaptive Planning training to support themselves, evolving and maintaining their own implementation.
Others may opt for ad hoc “incident specific” time-and-materials support, or contract for a fixed amount monthly. Yet others will opt to be supported only at intensive budgeting periods. A combination of these arrangements can be agreed if appropriate.
Technical Support
Clear Plan forwards all Technical Support issues to the fully trained Adaptive Planning US Technical Support function and that function provides telephone and/or email based support services from 6 AM to 6 PM US Pacific Standard Time Monday through Friday, except on recognized US holidays.
As an indication of Service Levels for the on-demand service, Adaptive Planning strives to achieve a 99.5% uptime commitment. If in a calendar month the 99.5% uptime commitment is not met, Adaptive Planning will credit you with one month of Subscription Fees.