We are support specialists
Whichever problem is slowing you down, our support specialists can tackle the entire spectrum of BI issues for you, from purely IT problems to providing support for your specialist department. And you can decide for yourself - flexibly - how long, how often and how intensively you need our support.
We provide set, dependable partner contacts who are familiar with both your organisation and systems. At all times you can access vendor-certified experts, who can provide specialist, solution-driven support, even during times of intensive utilisation - and if desired 24/7 too.
our incident level
We are there for you immediately and start analysing the problem within 1 hour of you contacting us.
Even if you don't need us right away, we can still provide you with our initial analysis within 4 hours.
Not urgent but important: Irrespective of what your concern is: Within one day, we will contact you with our expert assessment of the issue.
A dependable BI system needs dependable contact persons: At our Düsseldorf office, you will always reach a personal support specialist who knows your business and speaks your language.
This is how you contact us
If you would like to discuss an issue personally then it's quick and easy to contact us by phone.
Just take a screenshot and send it to us with all relevant information, either directly by e-mail or via our support portal.
Business Intelligence from DeltaMaster: Seeing, understanding, acting
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TOPIC MATRIX: SUPPORT
- Server Monitoring
- Virtual machines
- Windows services
- RAM CPU HDD
- Licence Metric Tools
- Logfile analysis
(ODBC, SAP, Files)
- Memory optimisation
- Performance monitoring (statistics cubes)
- Security implementation
- Project manager
- Recording the requirements
- Building reports
- Event log
- Performance Monitoring
- Release change
- Fix packs
- User creation
- Permissions management
- Operations console
- System monitor
- Design / modelling
- Implementation of rules and processes
- Analysis of data errors
Stay on top
In our support portal, you can easily see and track the tickets we have received and their processing status. All relevant information is retained, even after ticket closure, so that you can retrieve documented problems and solutions at any time.
A proficient support partner processes your issue straightforwardly and invisibly but always transparently. This is precisely why our support process has been designed in this way, so that you can initiate it effortlessly. You communicate with us conveniently and intuitively via your preferred channels: Just send us an e-mail or submit your own ticket - we'll do the rest. We have provided a detailed description of the further steps in this process here.
To open a ticket, send us an e-mail that states the incident level, describes the problem and includes a screenshot. This automatically generates a ticket for your support instruction; you will receive a confirmation e-mail that states the ticket number. Alternatively, you can phone us or opt to generate a ticket yourself in our support portal. In any case, you will always be able to see the processing status and name of your support contact and check the precise topic description.
Based on the priority (incident level) set by you, our support specialists will first check out the issue outlined in your ticket. Our staff knows which information is needed for a successful processing and whether the problem has already been described clearly enough. If further information is needed then we will ask you for this right away and add it to your ticket. We will then carry out our initial analysis and give you our professional evaluation of the issue. Depending on the task's scope, we will already discuss solution implementation with you. Following this, we will proceed to the processing phase.
We analyse the outlined problem and - for more complex tasks - will develop suitable potential solutions that we will then agree and coordinate with you. The jointly defined and agreed solution will then be implemented by the agreed deadline. Following a successful developer test, the solution will be handed to the specialist department for testing.
The professional test will either be carried out by you on your own or jointly with the developer (dual control principle) - we are happy to offer our expert support for this too. If it turns out that further improvements are needed, the ticket will be reassigned the 'Processing' status and the adjustments are incorporated. Following a successful professional test, we will present you with our solution for your approval.
Your approval confirms that the issue raised in the ticket has been resolved and that the solution may be transported to the productive system. 'Going live' may be carried out either by yourself, by ourselves or by both of us together (dual control principle).
Following 'going live' and a final favourable quality loop check on your part, the ticket is closed. The closed ticket, including description of both issue and solution, can be easily retrieved by you at any time.