01
Unreliable Reporting
Refresh failures, broken connections and report errors undermine confidence in business intelligence.
Managed BI Support
Keep Your Business Intelligence Reliable, Secure and Improving
Ongoing business intelligence support for organisations that need dependable reporting, responsive technical expertise and a clear route for improving their BI environment over time.
Responsive expert support
Proactive monitoring
Continuous BI improvement
Open requests
4
2 awaiting review
Resolved this month
27
96% within target
Refresh success
99.4%
Stable performance
Improvement actions
8
Roadmap in progress
Support Requests
Current service activity and priorities
Sales dashboard refresh issue
Root cause identified and validation underway
IN PROGRESS
Regional access update
Permissions reviewed and deployed
RESOLVED
Margin definition change
Business impact and report dependencies under review
REVIEW
Dataset performance improvement
Model optimisation completed and tested
RESOLVED
BI Environment Health
Scheduled refreshes
Healthy
Gateway services
Healthy
Capacity usage
Monitor
Access controls
Healthy
Recent Improvements
Removed redundant refresh dependency
Improved executive dashboard load time
Standardised finance KPI definitions
Dependable support
A clear route for issues, requests and improvements
Proactive management
Identify risks before they disrupt reporting
02
Limited Internal Capacity
Internal teams do not have enough specialist time to support, maintain and improve the BI environment.
03
Growing Technical Debt
Reports, datasets and processes become harder to maintain as quick fixes accumulate over time.
04
No Clear Support Route
Users do not know where to raise issues, request changes or obtain specialist guidance.
More Than Reactive Technical Support
Protect the BI Environment While Continuously Improving It
Managed BI support provides ongoing access to specialist capability without requiring every skill to be retained internally.
We resolve operational issues, maintain existing solutions and help prioritise improvements so your reporting environment remains reliable, controlled and aligned with changing business needs.
Provide users with a clear and responsive support route
Monitor the health and reliability of critical BI services
Maintain reports, datasets, gateways and access controls
Progress a prioritised roadmap of BI improvements
MANAGED
BI SERVICE
BI SERVICE
Managed BI Support Services
Ongoing Support Across Your Business Intelligence Environment
The service can cover day-to-day support, platform maintenance, controlled enhancements and continuous improvement.
Incident Resolution
Investigate and resolve failed refreshes, report errors, data issues, access problems and service interruptions.
Report Maintenance
Maintain existing dashboards and reports as business rules, structures and decision requirements change.
Dataset and Model Support
Support semantic models, calculations, relationships, data flows and shared reporting structures.
Performance Optimisation
Improve report speed, refresh performance, model efficiency and the overall user experience.
Access and Governance Support
Maintain permissions, workspace structures, ownership and governance controls across the BI environment.
Continuous Improvement
Identify, prioritise and deliver improvements that increase value, reliability and adoption.
End-to-End BI Coverage
Support the Full Reporting Lifecycle
Business intelligence depends on more than the visible report. We support the connected components that keep information accurate, available and useful.
Support business users and technical stakeholders
Maintain data connections, models and reporting assets
Manage controlled changes and release validation
Track recurring risks and improvement opportunities
Data Sources
Connections, credentials, availability and source-structure changes.
Gateways and Refresh
Scheduled refreshes, gateway services, failures and recovery.
Data Models
Relationships, calculations, business logic and reusable semantic layers.
Reports and Dashboards
Visuals, navigation, filters, metrics and user experience.
Access and Security
Permissions, row-level security, workspace access and ownership.
Governance and Standards
Documentation, change control, naming and release management.
How Managed Support Works
A Clear Service Model for Support and Improvement
Requests are triaged, prioritised and managed through a structured service process with transparent communication and clear ownership.
01
Service Onboarding
Review the BI environment, critical services, documentation, ownership and current support risks.
02
Request Triage
Assess each issue or change request according to impact, urgency, complexity and dependencies.
03
Investigate and Resolve
Diagnose the cause, implement a controlled solution and validate the result.
04
Communicate and Document
Provide clear status updates and maintain appropriate technical and operational records.
05
Review and Improve
Analyse recurring issues, service performance and opportunities for further improvement.
What You Receive
Structured Support with Clear Visibility and Accountability
The service provides a dependable support route while improving knowledge, control and long-term maintainability.
A defined support process and clear escalation route
Transparent prioritisation and progress visibility
Maintained documentation and technical knowledge
Regular review of risks, performance and improvement priorities
01
Support Request Management
Structured logging, prioritisation, ownership and progress tracking for issues and changes.
02
Environment Health Reviews
Regular assessment of reliability, refreshes, access, performance and operational risks.
03
Controlled Enhancements
Managed delivery of agreed report, model and functionality improvements.
04
Technical Documentation
Maintained records covering key assets, dependencies, ownership and support procedures.
05
Service Reporting
Visibility of requests, recurring issues, resolutions, performance and completed improvements.
06
Improvement Roadmap
A prioritised view of technical, governance and user-focused improvement actions.
Business Outcomes
Keep Reporting Available, Trusted and Fit for Purpose
Managed support reduces disruption, protects previous BI investment and gives the organisation access to specialist capability when it is needed.
Greater Reliability
Reduce reporting disruption and resolve technical issues through a defined support process.
Faster Resolution
Give users direct access to specialist BI knowledge when issues occur.
Lower Support Risk
Reduce dependency on individual employees and undocumented technical knowledge.
Continuous Improvement
Improve performance, governance and user value through an ongoing enhancement roadmap.
Why Smart Statistics
Managed Support That Understands Both Data and the Business
We combine technical BI expertise with business analysis and process understanding, enabling us to support the environment in context.
Business-Aware Support
We consider business impact, user needs and operational priorities, not only the technical symptom.
Proactive Improvement
We identify recurring risks, technical debt and improvement opportunities rather than waiting for failure.
Clear Communication
Support requests, priorities, decisions and progress are explained clearly to technical and non-technical stakeholders.
Frequently Asked Questions
Managed BI Support Questions
What is managed BI support?
Managed BI support is an ongoing service for maintaining, supporting and improving an organisation’s business intelligence environment. It may include incident resolution, report maintenance, monitoring, governance, optimisation and controlled enhancements.
What types of BI issues can you support?
Support can cover refresh failures, data-source changes, gateway issues, report errors, calculation problems, access requests, performance issues, model changes and user questions.
Can you support BI solutions developed by another supplier?
Yes. We can review an existing environment, understand its structure and dependencies, document the current position and transition it into a managed support arrangement.
Does managed support include new development?
Controlled enhancements can be included within the service. Larger development initiatives may be scoped separately while still being managed through the same governance and support relationship.
How are support requests prioritised?
Requests are assessed according to business impact, urgency, number of affected users, criticality of the service, complexity and relevant dependencies.
Can you work alongside our internal data or IT team?
Yes. The service can complement internal teams by providing specialist BI expertise, additional capacity, escalation support or ownership of agreed parts of the environment.
How do you begin supporting an existing BI environment?
We begin with service onboarding, which includes reviewing key reports, datasets, data sources, refreshes, gateways, permissions, documentation, current issues and business priorities.
Need a Dependable Support Partner for Your BI Environment?
Whether you need day-to-day technical support, proactive monitoring or an ongoing improvement partner, we can help keep your reporting reliable, controlled and valuable.