How does Bedford provide support and maintenance for Anaplan users?

Andre Pretorius is Head of Professional Services at Bedford Consulting, responsible for the overall success of our customers’ adoption of Anaplan. Andre has over 10 years’ experience working with Anaplan and recently sat down to share what customers can expect from the support and maintenance available to them.

What level of customer support is included with our Anaplan subscription?

All customers get access to the following:

• Self-Service Support: This is typically the baseline level of support and includes access to online documentation, knowledge bases, and Anaplan community forums.
• Standard Support: This includes phone and email support, providing access to technical support engineers for troubleshooting and issue resolution.

How do we report any technical issues or request assistance?

There are a number of ways to request assistance from Anaplan. You can submit a ticket through the online support portal, send an email to support@anaplan.com, call the dedicated helpdesk phone number, or speak with an analyst on a live web chat.

Are there regular updates or releases to the Anaplan platform, and how are these communicated to users?

There are monthly updates to the platform, these are communicated to users via email and are also available to be viewed any time within the Platform Releases section of the Community.

Our managed service customers receive personalised updates from our dedicated team, ensuring they stay informed and supported. The team provides tailored information on the latest updates, helping customers make the most of our services and products.

Is there a community forum or knowledge base where users can find answers to common questions?

Yes, customers have access to Anaplan Community which has over 60,000 members, here you’ll find questions and solutions that bring real-life experiences to the forefront to benefit the entire ecosystem.

Are there any additional support packages or consulting services available for more complex needs?

At Bedford Consulting we offer several on-going support packages ranging from access to our knowledge exchange and training support through to a full managed service offering. You can find out more about this on our website or contact us, we would be happy to discuss your specific requirements.

What to read and do next

Read: Still stuck debating the numbers instead of the decision? Learn how connected planning turns trusted data into confident action in our blog “The planning blind spots most organisations never see.”

Services: Our Care and Managed Service packages are designed to scale with your needs – from lightweight access to expertise through to fully managed platform optimisation. We’re continuing to expand our service scope and commercial options, so talk to us about what’s right for you. Find out more here.

Get in touch: Bedford Consulting is Anaplan’s longest-standing EMEA Partner of the Year, with deep expertise in data integration, planning and reporting. To discuss any of the themes in this article, contact our team at info@bedfordconsulting.com.