Keep your Business Analytics
deployment relevant and
well supported.


Our helpdesk for operational Business Analytics solutions provides the framework for our support operation. It is accessible 24x7 and governed by strict service level agreements. Our helpdesk services provide for:

Call Management

Our helpdesk service is your single point of contact for logging and managing all your Business Analytics related queries. These may include the reporting of a technical incident, a user query, an enhancement request or the logging of an application issue. All calls are recorded, classified and assigned within our securely hosted ticketing system. Calls can be logged 24x7 by your designated users, which may be restricted to a selected group of power users (2nd / 3rd level support) or include all users of your business analytics solution (1st level support).

Service Levels

All incoming calls are categorised as either product-related (software defect / software enhancement) or application-related (issue / enhancement request) and prioritised in line with the respective vendor or our standard severity definitions. We provide regular reports on service request activity and compliance to service levels. We are pragmatic about the call logging process and assume ownership of 'your' problem from lodgement to resolution.

Vendor Liaison

If the reported problem is found to be product-related, our support team logs the call with the vendor on your behalf and sees through its resolution. Your support agreement with the vendor must be current at the time we log the call. Our strong relationships with partnering vendors such as Oracle and MicroStrategy allow us to channel calls to the 'right' individuals and escalate calls quickly should such actions be required.

Account Management

We hold quarterly meetings with our clients to review call history, compliance to service levels and to plan for any upcoming activities such as solution enhancements or planned maintenance work. We don't view support as a reactive function but a vehicle for continuous improvement and learning.


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