Support
How can we help?
Find answers in our documentation, check the latest updates, or reach out to our team directly.
Documentation
Setup guides, API references, and best practices for getting the most out of BI Pixie.
Browse docsContact Support Guide
Learn how to submit support requests and what information to include for faster resolution.
View guideRelease Notes
Stay up to date with the latest features, improvements, and bug fixes.
View releasesBlog
Tutorials, use cases, and insights on Power BI analytics and user engagement.
Read articles
Service Level
Our availability and support-response commitments for BI Pixie. Live component health is always on the status page.
Uptime target
99.9%Monthly availability target for the BI Pixie service, excluding scheduled maintenance windows announced at least 48 hours in advance.
Support response targets
Initial response time, measured during business hours (Monday to Friday, 09:00 to 17:00 US Central).
| Severity | Description | Initial response |
|---|---|---|
| Severity 1 | Production down for the customer; no workaround. | 4 business hours |
| Severity 2 | Degraded functionality; a workaround is available. | 1 business day |
| Severity 3 | General support, how-to, and feature questions. | 2 business days |
These are initial-response targets, not resolution-time guarantees, and service credits are not currently offered. Enterprise customers with specific service-level needs can contact us to discuss a custom agreement.
Contact Support
Can't find what you're looking for? Send us a message and we'll get back to you. BI Pixie Cloud users can also submit support requests directly
from the BI Pixie Portal.