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 (https://firstname.lastname@example.org) 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?
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Online DocumentationOur in-depth online support documentations provide you with instructions, guiding you from the Installation guide to the administration guide.
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).
|Priority||Type||Target Response Time|
|P1||Critical||< 4 hours|
|P2||High||< 24 hours|
|P3||Medium||< 48 hours|
|P4||Low||< 72 hours|