Maintenance & Support Overview

BI Hub is supported by a dedicated and growing team of 20+ professionals with a presence in both Plano, TX, and India.
The global footprint also ensures round-the-clock support to our customers.

Customers with a valid License and Support Contract for BI Hub enjoy the following benefits:

  • Customers are eligible to receive free upgrades of BI Hub, including major versions, minor versions, and hotfixes.
    SLA- driven support delivered by our global support team.
  • Access to the Support Portal ( is offered 24/5 to create, track and manage cases and escalations.
  • 24/7 support is available depending on the license and support contract selected.

Have a Question?

Contact Help Desk

Online Documentation

Our in-depth online support documentations provide you with instructions, guiding you from the Installation guide to the administration guide.

Installation Guide

Guide with pre-requisites, installation,
and configuration steps for all the BI Hub components – BI Hub Server, Web, and Agents.

Administration Guide

Guide with administration tasks like
configuring agents, authentication, adding users and reports, and on-going maintenance.

User Guide

User Guide on how to configure every
section in the BI Hub application such as the Dashboard, Reports, Hub folders, and BI Platform.

Targeted Response Times for Support

We will evaluate support cases based on priority as determined by the team and customers can escalate their issues accordingly. Targeted response times will be as per the following schedule.

Note: The hours mentioned are weekday business hours (9 AM to 6 PM Central Time, US).

PriorityTypeTarget Response Time
P1Critical< 4 hours
P2High< 24 hours
P3Medium< 48 hours
P4Low< 72 hours

Email Us

For queries feel free to drop an email to our support team at