Initial response times will depend on the severity of incident and availability of professional support team at the time, it also depends on the level of professional support you are subscribed to, and we aim to provide best professional support possible. For more information on support, please contact sales@aivhub.com

All our Support Subscription are provided via email, chat or phone, it depends on the level of support you have chosen. Customers can get onsite support through our professional team under separate agreement for all custom requirements, we would request you to contact ps@aivhub.com for onsite support.

In order to subscribe for support, please contact sales@aivhub.com

Yes, it is possible to upgrade to higher support package, contact sales for making changes to your plan at sales@aivhub.com

We normally do not entertain such request of downgrading the package, however in an unlikely event we may find alternative solution for you, please contact sales with your queries at sales@aivhub.com

Yes, if at any point you think that the support isn't the right solution for you than we can cancel your subscription subject to some penalty.

We normally put Professional Support to auto renewal when you first sign in for the support, however you can choose not to subscribe for auto renewal option. We encourage all the businesses to subscribe for auto renewal options for stress free experience.

While our support professionals will make best efforts to resolve your issue, Active BI Ltd and its subsidiary cannot guarantee to resolve all issues due to the diversity of our customers, computer configurations and different environment. Customers may request to close a case before it is resolved; however, we will do our best to come up with some solution to keep the ball rolling for our customers.

Support will ensure that you are covered throughout your subscription period for any product related issues not only that you will get patches for bug fixes, new feature upgraded, security upgrades and also the latest product enhancements.

If you have bought a support subscription kindly wait for the clear fund to be received by Active BI Ltd (Typically takes 2-5 business days). Once the clear fund is received, you will be issued with a customer ID and your support account will be created. You are all ready to start using the support right away once your user ID is created.

We have various support models available to meet the different requirements on the kind of support. To understand more on commercial license and support, please contact our sales team sales@aivhub.com