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Support Services Plans

We offer four tiers of customer-centric Support Services.  This combination gives you the right expertise at the right time – and the assurance that you will have a successful outcome.

Here is what you can expect:

 

First-Level Software Support

As your first line of support, our Support Desk will help you with any issues you have related to bugs. We will assist you with troubleshooting and, if we are unable to resolve the issue, escalate to the software vendor.

 

Phone and Email Support

We provide dedicated phone and email support during business hours (Monday – Friday, 8 a.m. to 5 p.m. Central Time) for all our customers. After-hours assistance can be arranged as needed.

 

Priority Response

You are first. As a Solve customer, you get priority ticket response from our Support Desk.

 

Access to Upgrades and Patches

You have access to software upgrades and “Service Releases (patches) with your Maintenance and Support (depending on your platform).

 

Service Release Monitoring + Installation

We monitor software releases for any related to your implementation, and work with you to schedule and perform patch installations to your environment(s).

 

Mentoring

As a Solve client, you have access to our resources for review, questions and guidance.

 

Adoption Review

We will meet periodically with your team, your department and your management to review the adoption of your BI platform in your organization – to ensure that it will meet your long-term analytics goals.

 

Discounted Project Work

Your Support Services plan comes with a discounted rate on project work.