Support Services        

You are not alone. The relationship BI Consulting Group establishes with its clients extends long after systems are installed and people begin to use the software. You can count on us to answer questions and guide you through whatever issues that may arise.

Standard Support

Standard Support includes:

  • New software releases and updates
  • Live technical support during standard business hours as specified for your region on the Contact Us page
  • 24/7/365 access to the Knowledge Base
  • Multiple contact channels – telephone, e-mail, fax, and online

Extended Support

Extended Support offers all the benefits of Standard Support, plus:

  • 24/7/365 critical technical support (English only)

Managed Support

Managed Support offers all the benefits of Standard Support, plus:

  • An assigned case manager that acts as an escalation point, responsible for account overview and regular review of all customer cases
  • Recurring project status conference calls

Dedicated Support

Dedicated Support offers all the benefits of Standard Support, plus:

  • A dedicated support engineer directly responsible for working on your cases
  • Environment replication – a copy of your metadata is maintained by BI Consulting Group
  • Weekly account status reports
  • Critical issue notification
  • Recurring project status conference calls

Elite Support

Our highest level of support, Elite Support offers all the benefits of Standard Support, plus:

  • A dedicated support engineer directly responsible for working on your cases
  • Environment replication – a copy of your metadata is maintained by BI Consulting Group
  • Weekly account status reports
  • Critical issue notification
  • Recurring project status conference calls
  • 24/7/365 critical technical support, including weekends and holidays
  • Regular on-site visits by your dedicated support engineer
  • Prioritized product enhancement requests
  • Priority involvement in Beta programs
  • Prioritized bug requests

We have hired, trained, and certified the brightest and highest quality support team around. We aim to achieve more than just satisfaction from our customer base, we expect to build good working relationships with our customers, understand their requirements, and work with them to help them deliver their solutions.