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How and when to contact us to raise an incident

Contact: customerservice@analyticsforindustry.com

Support is provided during Belgian/Dutch Business hours.

As the EMS dashboards are non business critical, we do not provide support outside business hours in our standard SLA. If extended support is required, an SLA extension can be requested.

Activities included in the year Service fee

Included in the yearly fee per site:

  • Support on software related issues with AVEVA Insight and AVEVA BI Gateway

  • Support on solution related issues with:

    • Extended properties (AVEVA Insight) that are used in EMS

    • Any object in the predefined BI Gateway model

    • Data set and dashboards as they have been delivered after 5-day implementation project

Not included in the yearly fee per site:

  • Support on software related issues with PowerBI or Tableau

  • Support on anything custom that has been built after project delivery. This includes:

    • After-project customizations to the standard dashboards

    • After-project customizations to the custom dashboard

    • Custom created dashboards and data sets

Analytics for Industry encourages any EMS customer to do further developments on the dashboards. It is advised always to keep the initial version of the delivered dashboards and not overwrite them. By doing this, support on standard functionality can always be guaranteed.

Requests for consult to support the customer at creating new dashboards must be seen as a separate project. For this a new agreement supporting additional content must be made.