Support that sits next to the planner
This is the support model for the 2027 pilots and the first subscriptions — not a description of an existing team. A named engineer during the pilot, Korean hires from 2027, support levels per edition after that.
Three pillars of pilot support
Our customer success program is designed to ensure you get maximum value from aPlanner at every stage of your journey.
Named pilot engineer
During the 2027 pilots the founder is the named engineer for every partner line — the person who scoped the assessment, knows the data and answers the phone. From 2027 Korean hires take over day-to-day support.
Korean users, Korean support
Korean UI, reports and approval workflow; Korean planning-domain and MES-integration engineers hired in 2027; support within an hour of the Yongin–Pyeongtaek cluster rather than from another time zone.
Pilot and subscription reviews
Weekly reviews during the pilot against the agreed success criteria; quarterly reviews after conversion to a subscription, covering forecast accuracy, plan feasibility and planner time saved.
Planned support levels per edition
Targets for the Starter, Professional and Enterprise editions from the first subscriptions (2027–28). Response times and uptime figures are commitments we are designing towards, not a track record.
| Feature | Standard | Professional RECOMMENDED | Enterprise |
|---|---|---|---|
| Support Hours | 8x5 | 12x5 | 24x7 |
| Response Time (P1) | 4 hours | 2 hours | 30 minutes |
| Dedicated CSM | Add-on | ||
| Business Reviews | Semi-annual | Quarterly | Monthly |
| Training Credits | 2 days/year | 5 days/year | Unlimited |
| Uptime SLA | 99.5% | 99.9% | 99.95% |
Build capability in your team
We invest in your team's skills so they can maximize the value of aPlanner independently. Choose the training format that works best for your organization.
Instructor-Led Training
Live sessions, on-site or virtual, with role-based curriculum tailored to your team.
Self-Paced Learning
Online platform with video tutorials, interactive exercises, and 24/7 access.
Train-the-Trainer
3-day intensive certification program with training materials included.
Custom Workshops
Tailored to specific topics, half-day to 2-day format designed for your team.
Our commitment to pilot partners
Pilot success is measured against the criteria written in the readiness assessment — forecast accuracy, plan feasibility, planner time saved — not against satisfaction surveys. aPlanner has no customers yet; these are the terms on which the first ones will be won.
Talk to the engineer who will support you
During the 2027 pilots that is the founder. Ask about the support model, the Korean hires and the edition that fits your site.