Contact Us

Support

Availability:

• Support access for 2-5 administrators (based on your support contract) post-implementation.
• Maximum first response time of 4-12 business hours (based on your support contract) in your local region:
  • Monday – Friday, 6 a.m. – 6 p.m.
  • Local time: US (PST), UK (BST), and APAC (AEST)

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.
• Provide general information on functionality, including links to documentation when available.
• 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.

Enablement

What we do: 

• Provide model assessments to identify opportunities for model optimization and provides solutions that promote scalability and long-term success.
• Provide office hours (based on your support contract) with a high-level review of your model and discussion on what you would like to improve. This can be utilized for specific cases where a new report or small change in the system needs to be made as well.
• Provide a solution expert for brain storming ideas on model work.

Training

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

What we do: 

• 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 implementations of Adaptive Insights products, making best practice recommendations.
• Advise on and builds new logic in the system.
• Provide in-depth analysis of current models to advise on any changes and accommodations for growth moving forward.
• Offer managed services 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: knowledge@adaptiveinsights.com