What types of incidents do you handle?

We cover both functional and technical topics related to your analytics applications: • Production incidents (errors, unavailability) • Minor enhancement requests • Usage and administration questions • Best practice advice

What are your response times?

Response times depend on the severity and the existing contract. We acknowledge requests quickly and prioritize based on impact. Enhanced response commitments are available through our TMA Xtended offer (SLA Bronze / Silver / Gold).

How does remote access work?

We use secure tools (e.g. TeamViewer): • You start the session via the appropriate app or link for your OS • You share the session ID with the technician • Access is temporary, authorized, and fully traceable in accordance with your security policies

What information should I provide to speed up resolution?

To improve efficiency, please include: • Context (environment, affected application) • Error message and/or screenshots • Occurrence timeframe and business impact • Steps to reproduce the issue

What are your service hours and contact methods?

We provide support during business hours via phone and email (see Contact section). On-call services and extended coverage are available on request through TMA Xtended.

IBM Planning Analytics Support & Assistance

AEXIS provides dedicated functional and technical support for IBM Planning Analytics (PAW, PAFE, TM1). Our teams assist administrators and end users to ensure service continuity, resolve incidents quickly, optimise models and maintain a high-performance IBM PA environment. With over 30 years of IBM Planning Analytics expertise across France, Belgium and the Netherlands, AEXIS is a recognised reference partner in the region.

EXPLORE OUR AMS SERVICES

Once your application is live, sleep peacefully

Leverage Aexis' expertise and let us support your organization to ensure your users always have the information they need.

Our support team is at your service to quickly resolve any technical issues you may encounter.

24/7 Support

Our Support Services

The Helpline

The Helpline service is designed to provide clients with the assistance they may need during or after the implementation of their Business Intelligence applications. This phone support is provided in English within a specialized environment.

Reproduce your issues in our environment to analyze and resolve them efficiently
Inform you of patch availability and new product version release dates

IT Environment

The IT Environment and Technical Expertise team ensures seamless integration of our solutions within your IT infrastructure.

Install our software solutions
Recommend the required server/network architecture
Ensure go-live and production deployment
Audit and optimize your existing business intelligence systems

Remote Access Support

To make remote access easier, we use secure tools that allow us to intervene quickly on your environment.

TeamViewer Compatibility

Below are the systems supported by TeamViewer. Click the button corresponding to your OS to download or access the application.

Operating System	Compatibility	Access / Download
Windows	✅ Compatible	Download
macOS	✅ Compatible	Download
Linux (Debian/Ubuntu)	✅ Compatible	Download
Linux (Red Hat/Fedora)	✅ Compatible	Download
Android	✅ Compatible	Download
iOS / iPadOS	✅ Partially compatible (screen sharing only)	Download
Web (Browser)	✅ Compatible (no installation required)	Access

Contact Our Support Team

By phone

Our team is available to help you over the phone during business hours.

France : +33 1 49 04 71 72
Belgium : +32 2 725 16 44
Netherlands : +31 33 4321 540

By email

Send us an email detailing your issue and we will get back to you as soon as possible.

France : support@fr.aexis.com
Belgium : helpline@aexis.com
Netherlands : helpline@aexis.com

Support

Aexis offers deep expertise in designing and delivering performance management solutions.

Explore our services