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Qlik Expands Product Support Offerings, Introduces the Industry's First Proactive Monitoring-as-a-Service Solution

Innovative data-driven support now available through powerful proactive anomaly detection and predictive advice to ensure optimal performance

October 13, 2015

Committed to providing the highest level of customer service and ease of product use, Qlik® (NASDAQ: QLIK), a leader in visual analytics, today announced the expansion of its product support offerings for its growing customer base. As part of that expansion, Qlik is introducing Qlik Proactive Support, a new and innovative proactive support service. With Qlik Proactive Support, Qlik is the first and only company in the business intelligence industry to offer a powerful data-driven and proactive monitoring-as-a-service (MaaS) solution for issue prevention and resolution.

With Qlik's innovative data-driven approach, the company moves from customer support that reacts to events after they occur, to a proactive partnership that reduces risks through ensuring that critical events are captured and action is taken. Through Qlik Proactive Support, Qlik now provides real-time anomaly detection, live diagnostics, and regular health check reports. Qlik Support then provides proactive recommendations for optimum performance and risk mitigation.

Expands support offerings for optimal performance and widespread adoption of Qlik

Qlik Support offers two service levels - Basic (previously Standard) and Enterprise (previously Premium) - customized to meet customers' growing requirements. Now Enterprise customers receive enhanced services for the same investment.

Enterprise Support is targeted at more complex or clustered environments, and includes all the services included in Basic Support (Global telephone support, self-help portal, library, community, forums, Web casts, knowledgebase, product updates and support request tracking) plus:

  • Extended coverage to 24 hours a day, seven days a week for severity 1 issues, and 8 hours a day, seven days a week for Severity 2 and 3 issues.
  • Business-critical SLAs, with priority case routing to specialists or certified engineers.
  • Triage to third-party TSANet member vendors for issues related to their software.
  • Release management and upgrade advice based on the customer's environment.
  • Qlik Proactive Support, a new and innovative service unique to the business intelligence industry, anticipates potential issues and provides proactive support and action.

"Qlik Proactive Support has been very valuable to HealthSouth. It does a good job of alerting us to potential issues before they affect our business. It's also helped reinforce the need for us to upgrade our hardware, by sending us a series of utilization warnings," said Darren Freeman, Director Business Intelligence/Data Warehousing at HealthSouth. "Qlik's responsiveness to any issues that arise is outstanding and the Support Engineers have been very knowledgeable and helpful."

In addition, add-on options are available as part of the Enterprise Support offering. These include:

  • Designated Support Engineer, a named senior Qlik support resource, who works with customers to identify, troubleshoot, and resolve all product issues.
  • Assigned Customer Success Manager to help customers drive adoption and satisfaction with Qlik Products.

"In today's fast-paced and ever-changing workplace, you can no longer afford to take a reactive approach to doing business. The same should be true for product support," said Xavier Oleron, vice president of Global Support and Customer Success, Qlik. "With our innovative data-driven approach, we move from customer support that reacts to events after they occur, to a proactive partnership which leverages our unique proactive support offering, for continued optimal product performance and risk mitigation."

About Qlik

Qlik (NASDAQ: QLIK) is a leader in visual analytics. Its portfolio of products meets customers' growing needs from reporting and self-service visual analysis to guided, embedded and custom analytics. Approximately 36,000 customers rely on Qlik solutions to gain meaning out of information from varied sources, exploring the hidden relationships within data that lead to insights that ignite good ideas. Headquartered in Radnor, Pennsylvania, Qlik has offices around the world with more than 1700 partners covering more than 100 countries.

© 2015 QlikTech International AB. All rights reserved. Qlik®, Qlik® Sense, QlikView®, QlikTech®, Qlik® Cloud, Qlik® DataMarket, Qlik® Analytics Platform and the QlikTech logos are trademarks of QlikTech International AB which have been registered in multiple countries. Other marks and logos mentioned herein are trademarks or registered trademarks of their respective owners.

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