On the Status Page
Live platform status, and updates on any incident while it is open.
Service levels
We manage requests in seconds, not hours or days.
Advisors put their names on the reports PlanTools produces, and firms run custom reporting on it. That only works if we are accountable. Support is available 24/7, and the Status Page shows the platform’s live status. Here is what we commit to, how to reach us, how updates reach you, and how what you tell us shapes the product.
Commitments
What we commit to.
| Commitment | PlanTools platform | Custom reporting |
|---|---|---|
| Where to reach us | PlatformThe messenger inside PlanTools and on plantools.com, the Help Desk, or learn@plantools.com | CustomThe same, plus the contacts named in your statement of work |
| Support hours | PlatformSupport available 24/7 | CustomSupport available 24/7 |
| Requests | PlatformManaged in seconds, in the messenger | CustomManaged in seconds, in the messenger |
| Platform status | PlatformLive status and incident updatesStatus Page (opens in a new tab) | CustomLive status and incident updatesStatus Page (opens in a new tab) |
| Availability | PlatformAlways up and running, 24 hours a day, every day of the year, with live status on the Status Page | CustomSet in your statement of work |
| Response and resolution | PlatformA person answers, 24/7, with no bot to get past first; anything broken goes to the front of the line and is worked until it is fixed, with updates in your thread and on the Status Page | CustomSet in your statement of work |
| Maintenance and releases | PlatformAnnounced in the messenger and in News | CustomScheduled for your report on its own |
| If we miss a commitment | PlatformA service credit on your next invoice, sized to the time the platform was down, and a written account of what happened and what we changed so it does not happen again | CustomSet in your statement of work |
One conversation
Ask from the app or from this site.
The messenger sits inside PlanTools and on plantools.com. A request starts a thread, follow-ups stay in it, and so does the answer, so nobody has to repeat the history.
In the application
Ask while you are looking at the plan, the scorecard, or the report in question.
On plantools.com
Prospects and clients can start a conversation from the public site too.
One thread per request
The history, the answer, and the follow-through stay together.
PlanTools
Messenger
- Hi there! You’re speaking with Felix. I’m well trained and ready to assist you today, but you can ask for the team at any time.
- How can I help?
- Where can I create a new set of reports and save it as a template? I can see where to do it on an individual report basis when running the quarterly monitoring report, but if I come up with a set of contents that I want, can I save that as a template and name it for future reference?
Yes, you can do that by using a Scenario as your report template.
- Go to Admin → Scenarios
- Create a new Scenario (give it a name)
- Click Customize on the report (like QMR)
- Select the report pages you want and drag them into your preferred order
- Save
That Scenario becomes your reusable template. You can apply it to plans, and the same report page set and order will be used each time.
Source
- Global Report Order
- Understanding Scenarios
- How Scenarios Work: Managing Global vs. Plan-Level Report Orders
Product updates
How changes reach you.
What changed, when, and where to read about it, in the places you already look.
In PlanTools
Product updates are announced in the messenger inside the application, where you already work.
In News
Every update is published under Product Updates in News, so there is a dated record to point to.
In your thread
When something you asked for ships, we tell you in the conversation where you asked for it.
Feedback loop
From your request to the roadmap, and back.
A request is not closed when it is answered. It is closed when you hear what came of it.
01
You ask
From the messenger in PlanTools or on this site.
02
We respond
In seconds, in the same thread.
03
We log it
The request is recorded against the part of the product it concerns.
04
It shapes the roadmap
Requests are weighed when we plan what to build next.
05
We ship
The change goes out in a PlanTools release, or in your custom report.
06
We tell you
In your thread, in the app, and in News.
Questions about service levels?
Ask in the messenger, or tell us what your firm needs written into a statement of work.