Contact Us

Support

Availability:

• Support access for 2-20 administrators (based on your support contract) post-implementation.
• Maximum first response time of 30 minutes–24 hours (based on your support contract) in your local region:
  • Standard Support: Monday – Friday, 6 a.m. – 6 p.m. Local time: US (PST), UK (BST), and APAC (AEST)
  • Premier Support: 24x7x365

This service is provided for a fee. Each engagement is defined in a Statement of Work.

What we do:

• Troubleshoot technical errors encountered in the system.
• Identify if system behavior is unexpected or should be reviewed by one of our consultants.
• Process restore requests.
• Reset passwords for admins in an instance if all other admins are locked out.
• Assist with sandbox refreshes, working with our Provisioning team.

Submit a Ticket: From the application, open Navigation Menu > Support > Submit a Request.

Email: Support@adaptiveinsights.com

Call: Dial one of these numbers:

• US 512-961-7417
• UK +442080689560
• AUS +61280738188

Customer Success Manager (CSM)

What we do:

• Execute renewals.
• Speak to pricing, seats, and anything else contract related.
• Provide updates on new products.
• Assist with setting up Training, Enablement, and Professional Services projects.

Each client has an assigned Customer Success Manager who is your primary point of contact.

Contact your assigned CSM using their direct email.

Customer Enablement

What we do: 

• Provide advisory services for Workday Adaptive Planning post-production customers via Office Hour appointments.
  • Office Hours are a post-production service related to a specific product and are not intended as support for implementation and/or general support questions.
  • Office Hours provide customers a channel to ask how-to questions and to view tailored demonstrations of features they already own.
• Schedule Office Hours to help customers:
  • Thinking about rolling out a new feature.
  • Enhancing a current configuration.
  • Determining if a particular product feature is the right fit.
  • Looking for guidance on a troublesome formula.

Training

50+ hours of self-paced training is included with each Full and Contributor seats purchased.

• Help you prepare for a successful Implementation
• Train administrators and contributors to work in your model
• Prepare the administrator to train others your organization

Email: Training@adaptiveinsights.com.

Professional Services

This service is provided for a fee. Each engagement is defined in a Statement of Work.

What we do:

• Deliver deployments of Workday Adaptive Planning, leveraging best practice recommendations, industry knowledge, and product expertise.
• Provide advice, coaching & teaching, and configuration.
• Provide in-depth analysis of current models to advise on any changes and accommodations for growth moving forward.
• Offer Office Hours focused on long-term enablement and success.

Your Customer Success Manager can help start the process for a Professional Services project.

What we do:

• Write the Adaptive Insights product documentation. This includes much of what you find here in the knowledge center.

• Compile online help available from the product pages.

• Deliver release notes summarizing the latest features and functionality.

• Produce short how-to videos embedded in the product documentation.

You can let us know how to improve the product documentation.

Email: documentation@workday.com