超级保健

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

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** Recommended tier

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• First response time. The Tier of HyperCare will dictate the Response Time and Resolution Time. Anaplan will make commercially reasonable efforts to resolve cases.
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• 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.
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• 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.
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• 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.
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• 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.
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• 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).
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• 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.
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• 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.
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• 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.
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• 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.
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• 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.
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• 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.
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• Preferred eligibility to product programs.
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*响应时间不适用于严重性1级问题，该问题将不会延迟回复

**推荐层

• 第一个响应时间。超级保健级将决定响应时间和分辨率时间。Anaplan将做出商业上合理的努力来解决案件。
• 解决时间指南。Anaplan在HyperCare下的分辨率定义为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）。在客户响应或转移到L2或L3进行分辨率的信息和案例中花费的时间不是此计算的一部分。解决时间是指南，而不是承诺。
• 产品支持可用性。所有的Anaplan客户，包括拥有超级保健支持的客户，都可以通过电子邮件，电话，聊天和案例门户访问24/7/365基本产品支持。
• 专用的超级保健资源。HyperCare资源将分别为HyperCare Professional和HyperCare Enterprise分配或专用。HyperCare资源将在周一至周五的标准营业时间内获得。Anaplan将在商业上做出合理的努力，以分配客户地区（APAC，EMEA或北美）的超级保健资源。尽管将超级保健资源分配给客户，但客户应通过电子邮件support@anaplan.com，致电或从社区或Anaplan平台聊天，遵循产品问题，中断等标准支持案例提交过程。
• 优先排队。提交给Anaplan的Helpdesk的支持案例首先要为属于基本支持的客户提供第一次服务。专业人士的超级保健和企业客户的超级护理都有资格获得优先排队，并将在其他提交案件之前优先处理。请注意：严重性1问题/案例（您协议中的定义），而中断将优先排队优先排队。
• 季度业务评论。将为企业客户提供专业和超级护理的HyperCare将获得与Anaplan客户成功业务合作伙伴（BP）一起执行的标准季度业务评论（QSR）的其他意见。亚搏彩票手机版免费下载
• 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，其中可能包括但不限于识别公式，计算和结构对性能产生负面影响；关于将最佳实践纳入模型的建议；以及增强的最终用户体验。
  根据客户的书面要求，适用于专业客户的HyperCare将有资格获得每个订阅年度最多两（2）个型号的优化。根据客户的书面要求，企业客户的超级护理每年有资格每年最多四（4）个。这是客户，Anaplan业务合作伙伴（BP），模型分析团队和交付合作伙伴（如果适用）的高度协作过程。请至少允许四（4）周完成任何模型优化。
• 年度最终用户采用调查和反馈会议。超级保健资源将根据客户的书面要求进行远程最终用户访谈。HyperCare资源将提供有关如何使用Anaplan改善整体体验的见解，观察和建议。还将向客户提供调查，以收集客户对HyperCare服务的经验的反馈。
• Anaplan活动中的VIP独家访问。在Anaplan活动中为企业客户提供专业和超级护理的超级护理。这些可能包括但不限于CPX和Anaplan活动等活动的活动门票的折扣，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。将提供每周的申请绩效报告（或报告模型），最多可为专业客户提供十（10）个Anaplan生产模型，最多可提供25（25）个Anaplan生产模型，用于企业客户的超级保健模型根据要求。该报告的模板将由Anaplan HyperCare团队与客户结合使用，但通常将构成以下用法数据点：模型开放时间，进口时间，导出持续时间，出口持续时间，处理时间，访问时间，数字数量，数字用户和进行的更改数量。将为以下粒度提供报告：工作区，型号，容器（仪表板）和用户。
• 每日申请性能监控。每日应用程序性能监控将对专业客户的超级护理最多10（10）个Anaplan生产模型进行，最多25（25）（25）Anaplan生产的型号可应要求提供企业客户的HyperCare。该监视包括针对Anaplan HyperCare团队的指定模型的动态警报和报告。如果监视指示了在动态计算的阈值之外的活动，则Anaplan的代表将根据客户喜好与您联系。
• 卓越中心（COE）礼宾。HyperCare资源将对客户的COE足迹进行季度基准分析，并指导他们获得正确的资源以进行下一步。亚搏娱乐电子
• 首选产品计划的资格。