Support

Support Plans

Standard, Premium and Elite ship with the Launch, Growth and Enterprise+ plans. Compare coverage hours, response targets and who on your team can raise a ticket.

Start Free Trial No credit card required
Support tiers

Three levels of cover

Each tier is bundled with a Reporting Hub plan. The difference is how fast we respond and how many hours of the week we are on.

Standard
Bundled with Launch
  • Business Hours Support (UTC-6)
Premium
Bundled with Growth
  • 12/5 for high priority issues
  • Faster response times
  • Live Support
Elite
Bundled with Enterprise+
  • 24/7 for high priority issues
  • Fastest response times
  • Live Support
I like that the support for The Reporting Hub is thorough and fast, and the team is always willing to understand the problem.
JG C.Small-Business (≤50 emp.) · via G2
FAQ

What’s included in support?

What is included

Your Reporting Hub support covers all issues and questions that directly relate to the Reporting Hub software. This includes the software itself, embedded content, integrated Azure resources and integrated web services ONLY as they relate to the Reporting Hub software.

What is not included

General and technical support for the Power BI platform, including but not limited to report development, data architecture and modeling, data integration, refresh schedules and gateway administration. General and technical support for the Microsoft Azure platform, including but not limited to management and administration of Azure resources.

Comparison

What each tier covers

Entitlements, coverage hours and initial response targets, side by side.

Feature Standard Premium Elite
Support package Bundled with Launch Bundled with Growth Bundled with Enterprise+
Support entitlements who can raise support requests 1 Product/Site Admin Up to 3 Product/Site Admins All Product/Site Admins
Support portal
Microsoft Teams live support Available upon request after submitting a support ticket.
Technical support hours 8am–6pm MT (Mon–Fri) L1: 12/5 (Mon–Fri)
L2: 12/5 (Mon–Fri)
L3, L4: 8am–6pm MT (Mon–Fri)		 L1: 24/7
L2: 24/7
L3, L4: 8am–6pm MT (Mon–Fri)
Initial response time (IRT)
L1: Application down* 4 business hours 2 hours 1 hour
L2: Serious degradation* 8 business hours 4 hours 2 hours
L3: Moderate impact 1 business day 1 business day 8 hours
L4: Low impact / inquiry 2 business days 1 business day 1 business day

* Does not include Microsoft Azure related issues or outages.