IBM Cognos Application Support Program

What is the Cubewise Application Support Program?

Cubewise's preferred method of doing business is via an Application Support Program (ASP). The simplest explanation of an ASP is a bundle of pre-paid consulting services. Depending on the Program selected and our clients' needs, Cubewise can also bundle in training, health-checks, software, pre-built applications and pre-built report templates, along with traditional consulting services.

We believe the ASP is in the best interests of both our Clients and ourselves due to the lifting of administrative burden usually associated with services.  In a standard services relationship each piece of work requires a request, quotation, individual purchasing approval and individual invoicing. Often the delay caused by following this procedure can be very costly to the business not to mention the administrative burden and high administrative cost on purchaser and service provider.

Under an ASP agreement consulting hours are pre-purchased based on needs assessment and clients receive a monthly statement detailing work performed and balance of hours remaining on the account.  With all work being performed at the pre-negotiated rate lightens the administrative load for Cubewise and our clients making our time more value-adding.  This also allows us to respond faster to our client's requests, manage our staffing levels to ensure adequate support and form deeper relationships with our clients.

The ASP agreement runs for a period of 12 months.

From a practical perspective many clients choose to purchase in bundles based on quarterly or half-yearly estimates or based on projected project requirements.  We realise that pre-allocating or pre-paying for consulting work does not suit every client and in some cases may be administratively difficult or impossible as per corporate requirements.  Therefore, we also offer consulting services based on traditional per job basis with standard per hourly call-out rates.

What's the difference between software support and the Cubewise Application Support Program?

Software maintenance paid to Cognos entitles the Client to software upgrades and support for software related issues.  Cubewise are experts in designing, implementing, trouble-shooting and fine-tuning IBM Cognos systems.  We support your IBM Cognos applications, the cubes, dimensions, business rules, processes, system inter-linkages  and reports built by your company that are critical to running your business.  Cubewise consultants are expert in IBM Cognos and the business processes in which IBM Cognos is commonly applied.  We can offer independent advice and expertise on software upgrades, hardware requirements and system integration.

Features of the Application Support Program

Telephone Support

Cubewise would provide 3rd level telephone help desk support for client staff when they are unable to resolve issues. 
In summary, this would be:

The provision of technical advice and guidance relating to the IBM Cognos environment and its software;

Assist in resolving issues relating to the IBM Cognos, where these are causing the application to operate incorrectly;

Bi-annual meetings to review ASP and agree the work stack for the next 6-12 months.

Housekeeping of the TM1 environment

There are a number of areas that require housekeeping in the IBM Cognos environment on a regular basis. 

Examples of these specific areas are:

Year-end rollover;

Review processing logs to ensure smooth running; and

Upgrading software with the latest patches from Cognos.

We will monitor and manage the "health" of the IBM Cognos environment on a regular basis to ensure that all processes are running effectively and fix any issues found to ensure that the IBM Cognos continues to run effectively.

Ad hoc developments required

The ASP includes a number of pre purchased consulting days and these can be used for any potential enhancements that you would like to make to the system - these can be called down as and when required.

Benefits of the Application Support Program

We support your IBM Cognos application and can assist in specific trouble-shooting and development.  We ensure that a minimum of 2 consultants are aware of your company's IBM Cognos system design and build.  This ensures availability of support and eliminates key man risk.

With the ASP our clients achieve lower consulting rates than standard call-out.

All ASP's include 1st level telephone help-desk support.

Free IBM Cognos health checks (system audits & recommendations).

Free training days for IBM Cognos end users, developers and administrators customised to your company's needs.

Depending on the Program chosen ASP customers can also select from or access at reduced rates, other valuable resources such as:

Cubewise Extend Toolbar for IBM Cognos (Excel Add In)

Cubewise IBM Cognos Documentor

Cubewise IBM Cognos Report Menu

Cubewise IBM Cognos Security Toolkit

Cubewise IBM Cognos Administration Toolkit

Cubewise IBM Cognos Developer Templates

Online access to Cubewise IBM Cognos Knowledge Base