Planful Admin Managed Services (“PAMS”) Documentation

Description of the Product

Planful Admin Managed Services (PAMS) provides clients with a dedicated Planful expert who ensures their platform runs efficiently, remains up to date, and aligns with evolving business needs. PAMS handles optimization, maintenance, and administrative tasks, allowing clients to focus on business performance rather than system management. Typical support includes hierarchy and security updates, report configuration, planning cycle support, and best-practice guidance to maximize the value of the Planful platform. PAMS is ideal for clients who require interim admin support, additional capacity, or strategic assistance during onboarding or resource gaps.

Service Level Expectations

PAMS delivery is structured around a defined scope of work, documented during onboarding and aligned with contracted monthly hours. Services are provided through scheduled Zoom sessions, proactive system checks, and collaboration via the OneTouch Portal or dedicated Slack channel.

Each client is assigned a dedicated Planful Admin Manager (PAM) as a single point of contact, with a backup PAM available for coverage. Response times are established during onboarding and documented in the contract scope. PAMS hours are tracked through Salesforce tickets and internal reporting systems to ensure transparency and accountability.

Escalation Procedures

If a client experiences an issue or delay, the following escalation process applies:

1. The client should first contact their assigned PAM through the usual communication channel (e.g., Slack, email, or Zoom).
2. If the issue remains unresolved or urgent, it should be escalated through the One Touch Portal.
3. Critical or systemic issues impacting delivery or security will be escalated to Planful Support and Operations leadership for resolution and communication to the client. All escalations are tracked within Salesforce for auditability and follow-up.

Process for Switching an Assigned PAM

Clients may request a change of their assigned PAM through their Account Manager. Planful will review the request and, if appropriate, transition the client to a new PAM. Planful reserves the right to switch the assigned PAM at its sole discretion, based on factors such as workload balance, personnel changes, or performance optimization. Any transition will include a structured handoff to ensure continuity of service.

Professional Conduct of the Client

Clients are expected to engage with their assigned PAMs in a professional, courteous, and respectful manner. Planful maintains a zero-tolerance policy toward abusive, profane, or disrespectful behavior. Inappropriate conduct may result in reassignment of the PAM or other corrective action as deemed necessary by Planful. Planful may, at its sole discretion, reassign or remove a PAM from an account to maintain a safe and professional working environment for both clients and employees.