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://support.visualbi.com) 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.
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Our in-depth online support documentations provide you with instructions, guiding you from the Installation guide to the administration guide.
Guide with pre-requisites, installation, and configuration steps for all the BI Hub components – BI Hub Server, Web, and Agents.
Guide with administration tasks like configuring agents, authentication, adding users and reports, and on-going maintenance.
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).
Priority Type Target Response Time
P1 Critical < 4 hours
P2 High < 24 hours
P3 Medium < 48 hours
P4 Low < 72 hours
For queries feel free to drop an email to our support team at firstname.lastname@example.org.