INTERWORKS EUROPE LTD

InterWorks Assist (Remote Support for Tableau)

InterWorks Assist is a support service to help all Tableau deployments with any questions to do with anything from setup, configuration, troubleshooting, performance optimisation, analytics best practice. The service aims to make anyone using Tableau more successful faster.

Features

• available on demand
• out of office hours support available
• staffed only by experienced Tableau consultants

Benefits

• helps people save time - go straight to the solution
• allows users access to experienced visual analytics professionals
• guidance given on both function and form (best practice)
• optimising dashboard performance ensures users have a great experience

£150 to £1,000 a user a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Daniel.rostron@interworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

581076220946933

Contact

Daniel Rostron
07531541276
Daniel.rostron@interworks.co.uk

Planning

• Planning service: Yes
• How the planning service works: With input from the organisation's stakeholders InterWorks undertakes an assessment of the anticipated requirements and then provides a proposal document with the suggested configuration(s) and their associated timeline and costs. The aim is always to provide the best possible balance of overall requirements (not just the initial install) to budget.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Client hosted (on the organisation's own hardware)
  • Client specified cloud hosted (typically AWS)
  • Tableau hosted (cloud hosting provided and maintained by Tableau)

Training

• Training service provided: Yes
• How the training service works: We provide a separate service offering Tableau Official training for the entire range of Tableau products - see 'Tableau Training' in our services list. All of our trainers are accredited by Tableau and are experienced Tableau consultants in their own right.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Tableau Desktop
  • Tableau Creator
  • Tableau Prep
  • Tableau Server Admin
  • Tableau Explorer
  • Tableau Viewer

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: A series of planning sessions is undertaken in which InterWorks will gather information on the source and nature of existing data. A ; proposal document is then created which agrees the shared understanding of what needs to be done. Once agreed our data engineers will work with your team to manage the migration.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide proactive support of any environment in which Tableau operates - monitoring all elements that may degrade the end user experience including standard environment variables such as CPU usage, disk space, network traffic, disk usage, query times, concurrency and so on.; We also provide a reactive service to address client identified faults or degradation in service and have specialists who can identify and resolve the root cause.

Service scope

• Service constraints: This is a remote only service. Standard service availability is Mon - Fri 9 - 5 UK time but expanded support hours are available.; The Assist service is designed primarily to provide a rapid response and solution to specific questions. It is not designed as a remote consulting service. If the nature of the request is clearly more consulting than support then the team members will agree that with the client and offer another option.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: M-F 9-5 maximum response time is 4 hours ; Weekend or out of hours service is provided at an extra cost, charge is dependent on the size of the deployment (user base)
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Users go to https://assist.interworks.com and click on the 'Chat Now' button.
• Web chat accessibility testing: None as yet but any such requirement would of course be embraced
• Support levels: We provide an office hours support desk service via email, phone and video conference.; Support is provided free of charge for anything to do with ensuring that the software is working as it should. Support is only charged for work which would classify as consulting assistance - this is usually separately agreed with clients in advance and is contingent upon the size of the user base. ; All accounts have an assigned account manager.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Tableau

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  InterWorks are committed and focused on fighting climate change where possible.

Pricing

• Price: £150 to £1,000 a user a year
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Daniel.rostron@interworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.