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Technical Support
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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 (additional charges apply): 24x7x365
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.
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Submit a Ticket: From the application, open Navigation Menu > Support > Submit a Request> Technical Support.
Email: Support@adaptiveinsights.com
Call: Dial one of these numbers:
- US 512-961-7417
- UK +442080689560
- AUS +61280738188
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| Account Provisioning |
Availability:
- Monday-Friday, 6am-4pm PT
What we do:
- Sandbox refreshes.
- Reset passwords for admins in an instance if all other admins are locked out.
- New feature requests.
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Submit a Ticket: From the application, open Navigation Menu > Support > Submit a Request> Account Provisioning
Email: Provisioning@adaptiveinsights.com
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Customer Success Manager (CSM)
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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.
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Each client has an assigned Customer Success Manager who is your primary point of contact.
Contact your assigned CSM using their direct email.
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Customer Enablement
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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.
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Your Customer Success Manager can help coordinate some time with a member of the Customer Enablement team. |
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Training
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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
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Email: Training@adaptiveinsights.com.
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Professional Services
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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.
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Your Customer Success Manager can help start the process for a Professional Services project.
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| Product Documentation |
What we do:
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Write the Adaptive Insights product documentation. This includes much of what you find here in the knowledge center.
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Compile online help available from the product pages.
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Deliver release notes summarizing the latest features and functionality.
- Produce short how-to videos embedded in the product documentation.
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You can let us know how to improve the product documentation.
Email: documentation@workday.com
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