Technical Support Services

DataClarity experts on call to support you when needed

Cognos BI and TM1 Support

Lean on our technical expertise

Tap into our global team of experts in analytics and cloud technologies to guide you through proven best practices to achieve your immediate and long-term objectives.  Whether you’re looking for guidance with your deployment, advanced support, or something in between, we’ve got a plan to make your experience both seamless and successful.

Cognos BI and TM1 Upgrade

Get more value of DataClarity

DataClarity offers Development and Production Support plans, each providing different benefits and levels of support to meet all needs of our customers. These services offerings are designed to accelerate your start with DataClarity, ensure you get value from day one, and maximize performance of your deployments.

Cognos Training

Shared success and partnership

We provide an ongoing partnership model, with proactive and collaborative approaches to meet your business objectives. Our process combines your technology and expertise with ours to build long-lasting relationships. From implementation to deployment and long after, the mission of our Customer Care team is your success and sustained satisfaction.

At DataClarity, your success is our goal

Explore our support services offerings

Development (DEV) Support

Development Support provides direct access to our team of experienced, knowledgeable, and committed technical support engineers. This support offering is designed to extend your in-house expertise and provide guidance and assistance as you develop on DataClarity products. With the Development Support plan, you can experience faster time to delivery, and improved adoption and operational efficiency.

Development Support includes:

  • Knowledge Base access
  • Customer Care portal access
  • Online submission of incidents
  • Access to regular product updates
  • Installation, configuration, and usage assistance
  • Diagnosis and bug reporting
  • Standard business hours coverage
  • Limited number of incidents

Development Support excludes:

  • Production software issues
  • New features and enhancements
  • Custom development integrations
  • Add-ons or modifications of the software
  • Training and any type of services
  • Early access features

Production (PROD) Support

Production Support offers access to the unmatched technical expertise of our senior engineers, unlimited incidents, and 24×7 availability for high-severity issues. Designed to guide you through planning, deployment, and operation, the DataClarity Production Support plan enables your organization with faster issue resolution, better performance of mission-critical applications, and driving more value from your analytics initiatives.

Production Support includes:

  • Knowledge Base access
  • Customer Care portal access
  • Online submission of incidents
  • Access to regular product updates
  • Installation, configuration, and usage assistance
  • Diagnosis, bug reporting, and hotfixes
  • 24×7 for P1 issues and standard business hours
  • Unlimited number of incidents

Production Support excludes:

  • Third-party software
  • New features and enhancements
  • Custom development integrations
  • Add-ons or modifications of the software
  • Training and any type of services
  • Early access features

DataClarity Support Plan Benefits

Choose the services that deliver the results your business needs

Development (DEV)
Support

For DEV and/or QA/testing environment(s)only.

 Production (PROD)
Support

For PROD environment(s) and/or you have mission critical apps.
Knowledge Base Access
Customer Care Portal Access
Access to Regular Product Updates
Hotfixes
Support Channels Web Web and Phone
Hours of Coverage Standard Business Hours1 Standard Business Hours1
24x7 for P1 only
Number of Incidents Limited2 Unlimited
Initial Response Time P1: 8 hours
P2: Daily
P3: Every 3 days
P4: Weekly 		P1: 4 hours
P2: 8 hours
P3: Every 2 days
P4: Every 3 days
Update Frequency P1: 1 business day
P2: 3 business days
P3: Weekly
P4: Bi-Weekly 		P1: Daily
P2: Every 2 days
P3: Every 4 days
P4: Weekly
Dedicated Support Contacts 1
New Feature Requests and Enhancements Prioritization

1= Standard business hours are 8:00 AM to 5:00 PM EST time. Standard business hours do not include weekends or local public holidays.
2= It varies based on support package purchased.