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Adaptive Insights LLC.

Customer Support

Technical Product Support

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

Availability

Based on your support contractadministrators will have standard or premier support access. 

Standard:
  • Access for up to two Adaptive Insights administrators to contact support
  • Maximum first response time of one business day
    • 4-12 business hours in your local region
Premier:
  • Access for up to twenty administrators to contact support
  • Maximum first response time of:
    • 30 minutes for Severity 1 issues
    • 1 hour for Severity 2 issues
    • Less than 4 hours for Severity 3 issues
    • Less than 24 hours for Severity 4 and 5 issues
Regions:
  • US Team: Monday – Friday from 6 a.m. – 6 p.m. PT
  • UK Team: Monday – Friday from 6 a.m. – 6 p.m. BST
  • AUS Team: Monday – Friday from 6 a.m. – 6 p.m. AEST

Contact Support

Submit a ticket:
  • Customer Support Ticket portal: From the navigation menu in your instance, select Support > Submit a RequestTechnical Product Support
  • Email: support@adaptiveinsights.com
Call us directly: 
  • US Team: 512-961-7417
  • UK Team: +442080689560
  • AUS Team: +61280738188

Customer Support Ticket Portal

You can help expedite your support requests when logging a ticket through the Customer Support Ticket portal because the additional information you can provide in the portal will ensure the case is routed to the correct team. Tickets submitted through email (Support@adaptiveinsights.com) do not provide these benefits.

Access the portal:
  • Log in to your Adaptive Insights instance 
  • From the the navigation menu, select Support > Submit a Request
  • Select Technical Product Support for the request type
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