Support Plans
Standard
Business Hours Support (UTC-6)
Premium
12/5 for high priority issues
Faster response times
Live Support
Elite
24/7 for high priority issues
Fastest response times
Live Support
Phone support
Comparison
Standard
Premium
Elite
Support Package
Bundled with Essentials Subscription
Bundled with Business & Enterprise subscriptions
Bundled with Commercial Subscription
Support Entitlements (who can issue support requests)
1 Product/Site Admin
Up to 3 Product/Site Admins
All Product/Site Admins
Included
Included
Included
Microsoft Teams Live Support
Not Available
Included
Included
Phone Support
Not Available
Not Available
Dedicated Phone Number
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)
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)
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 days
1 business days
*DOES NOT INCLUDE MICROSOFT AZURE RELATED ISSUES OR OUTAGES
FAQ
What's Included in Support?
What IS included with your
Reporting Hub support?
Reporting Hub support?
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 with your
Reporting Hub support?
Reporting Hub support?
General and technical support for the Power BI platform including but not limited to; report development, data architecture & modeling, data integration, refresh schedules, gateway administration etc. General and technical support for the Microsoft Azure platform including but not limited to; Management and administration of Azure resources.
