Technical Support

Bow River Solutions has a team of professionals to help with your business intelligence projects in Calgary, Edmonton, Saskatoon, Victoria and across Western Canada. We have the technical expertise to jump in and help whether it’s a one-time request or an ongoing support service that you need.

What are the benefits of support?

You have your business analytics solution working for you and you can see the benefits. Now you can’t afford downtime. We understand the benefits that you are getting from these systems and we’ve worked hard to build a team that can support these systems. You don’t always need someone on staff full time but when you need help you need it now. We can be there to help keep reports running and dashboards on track.
 Why is support better than hiring?
It is always great to have the right people on staff at any time to answer questions and provide support as needed. But, there are times when you only need ¼ of a full time employee to complete the work. So you hire someone and have them do four different jobs to keep busy but then it’s six months later that they have to do the simple task of adding one user and they have to look up the steps on how to do it. Or, when you do need them to help out on that one report that needs to be updated they are busy on a more critical project. This is where we can help out. You don’t need someone full time but you do need someone on demand that has been working with these systems for years. We can put together a support plan that works for you with the response times you need and the business hours you need, whether this is 9-5 or 24/7 we can help you out.

Sample Support Plans
Every company’s situation is unique and we can provide custom tailored technical support for any organization.
The following is an example of what this could look like.

Basic
Advanced
Enterprise
Response Time
Response Time4 Hours
Response Time2 Hours
Response Time1 Hour
Service Hours
Service Hours8am-5pm
Service Hours7am-7pm
Service Hours24 Hours
Install and Configure Auditing
Install and Configure Auditing
Install and Configure Auditing
Install and Configure Auditing
Monitoring Usage
Monitoring UsageWeekly
Monitoring UsageWeekly
Monitoring UsageDaily
Monitoring Memory Usage and Server Capacity
Monitoring Memory Usage and Server CapacityWeekly
Monitoring Memory Usage and Server CapacityWeekly
Monitoring Memory Usage and Server CapacityDaily
Security and User Updates
Security and User UpdatesUp to 20 Hours/month
Security and User UpdatesUp to 100 Hours/month
Security and User UpdatesUnlimited
Install Fix Packs
Install Fix Packs
Install Fix Packs
Install Fix Packs
User Licensing Compliance
User Licensing Compliance
User Licensing Compliance
User Licensing Compliance
System Backup and Maintenance
System Backup and Maintenance
System Backup and Maintenance
System Backup and Maintenance
Software Updates
Software Updates
Software Updates
Software Updates
User Training
User Training
User Training2 Hours
User Training4 Hours
Report Modifications and Fixes
Report Modifications and Fixes
Report Modifications and Fixes
Report Modifications and Fixes
New Report Development
New Report Development
New Report Development
New Report Development
Disaster Recovery
Disaster Recovery
Disaster Recovery
Disaster Recovery
How can we help with renewals?
We can handle all IBM software license renewals. As an IBM Partner we also have access to special rates which we can provide to clients who renew with through us. By having us handle your renewals you can focus on your business while we take care of all of the paperwork and save you time and money in the process.