Customer Care

Planview support

Planview's Customer Care services are here to help you fully realize the value of your Planview investment. Our support staff are ready to respond to and resolve your application issues quickly, so you can return to productive work.

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Support portals

Support resources

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    Request portal guide

    Get detailed instructions on using the Customer Care portal to open a case.

    Request portal guide
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    Partner Access Requests

    Instructions for managing Partner access to the Support Portal.

    Partner Access Requests
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    Description of services

    Information about Planview’s support services and policies.

    Description of services
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    Root cause analysis documentation

    View detailed information about root cause analysis for Planview incidents.

    Root cause analysis

Support packages

Support package Support access Included services Cost
Standard 24/5 portal and email case support Planview Customer Success Center
University of Planview standard e-learning courses
Planview Customer Community		 Included with software
Premier Expedited support with faster response times
Priority case management		 Five hours of Planned Professional Services (RAS) hours per quarter
Monthly case review with assigned support engineer
Sandbox environment
+ all Standard plan services		 Contact for pricing
Enterprise Highest priority response
24/7 critical case phone support
Dedicated level 2 support team of senior product experts		 Up to 10 hours of Planned Professional Services hours per quarter
Dedicated Technical Account Manager
Sandbox environment
+ all Premier plan services		 Contact for pricing

Premium support benefits

Expedited support experience
Accelerate case resolution and minimize disruptions with case prioritization and a private VIP phone number
Mitigate risk
Monthly case reviews with our support engineers ensures issues are being proactively addressed
Expert guidance
Many options for help along the way, such as consulting from our Professional Services team and guidance from senior level technical support
Add value
Our expertise and familiarity with your environment enables us to support your success effectively, so you can maximize the value of your Planview investment

Technical account management

Designed for our valued Premier and Enterprise customers, the TAM program offers a dedicated partner with a deep understanding of your unique business use cases and processes. Our expert will handle technical inquiries, proactive monitoring, and risk management to ensure your operations run smoothly and efficiently.

Learn more
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Additional resources