At the start of the partnership with Sisense, clients can expect the following:
Customer Success Manager
Each client is assigned a designated Customer Success Manager (CSM) that serves as the main point of contact. As the client’s trusted advisor, the CSM serves as a focal point for business planning, licensing, feature requests, support, training and other related questions. The CSM hosts regular status meetings to support ongoing business requirements and ensure each organization is deriving the greatest value from Sisense.
Each Sisense license includes onboarding services. Designed to accelerate time to value, a dedicated BI Consultant translates client goals and vision with customized 1-1 sessions covering data modeling to dashboard design and user enablement. The goal is to go live with dashboards quickly while providing product and BI knowledge transfer for future iterations.
Questions or assistance required with a Sisense implementation, post-onboarding, are submitted through our central ticketing systems. Each ticket is supported by Sisense staff located in relevant geographic regions with committed response times.
Sisense offers a complimentary Support Services program that is designed to help meet the service needs of all customers. In addition, Sisense offers its Enterprise Elite Service, which is available at an additional cost.
|Area||Service||Complimentary Support||Enterprise Elite Service|
|Technical Support||Designated Customer Success Manager||✔||✔|
|Service Requests Submitted Electronically||✔||✔|
|Response Time for Technical Incidents (SLA):|
|P1 Issue Response Time||4 Service Hours||2 hours|
|P2 Issue Response Time||8 Service Hours||4 Service Hours|
|P3 Issue Response Time||12 Service Hours||8 Service Hours|
|24*7 Proactive Environment Monitoring (optional)||✔|
|Preventative advice & Proactive Technical Support||✔|
|Designated Technical Support Consultant||✔|
|Product||Documentation and User Guides||✔||✔|
|Consulting Services||Onboarding Services||Remote Online Sessions||On-Site and Remote Sessions|
|Designated BI Consultant||Onboarding Only||✔|
|Deployment Reviews||On-Site (Twice a Year)|
|Growth and Scaling Planning||On-Site (Twice a Year)|
|Tailored Growth and Adoption Toolkit||✔|
|Center of Excellence||Sisense Forums and Community||✔|
|Education & Community||Online Training Webinars||✔||✔|
|On-site Training and Workshops||✔|
|For Licenses Based in:||Service Hours|
|The Americas||Monday through Friday, 9:00 am to 9:00 pm
Eastern Time, not including national holidays in the United States
|Europe, the Middle East and Africa||Monday through Friday, 9:00 am to 6:00 pm
Greenwich Mean Time, not including national
holidays in Israel
|Asia Pacific||Monday through Friday, 12:00 pm to 9:00 pm
Singapore Time, not including national holidays in Israel
On-call during Saturday is available for the following customers when submitting a critical level ticket :*
- Cloud Customers
- Customers who purchase 24/7 critical support
- Customers who purchase Enterprise elite package
*Critical level tickets – tickets referring to a failure that renders Sisense inoperative in production and no workaround is available.
Clients receive access to self-paced and on-demand eLearning modules that cover fundamentals including ElastiCube data modeling and dashboard creation and design. The learning system is designed to provide clients with maximum value from their one-on-one sessions with Sisense BI Consultants. In addition, comprehensive online documentation, including user and API guides are provided as well as knowledge bases to find answers to commonly asked questions. Customer Login.
Sisense offers clients a variety of consulting and professional services when internal resources are unavailable or specific knowledge is required to either speed or optimize BI engagement. These include:
- BI consulting on data modeling, deployment management and other ways to optimize the use of the Software.
- Plugin development and systems engineering tailored to client requests.