Power BI support services
Keep every Power BI report alive, refreshing, and trusted. Without paging your one analyst at midnight.
Power BI support, rescue, and service-level agreement cover for finance, operations, and data leaders who refuse to wake up to a broken refresh, a stale board pack, or a chief financial officer screenshot with a red error icon. We run incident intake, gateway recovery, DAX repair, and capacity tuning so your estate is healthy when your team opens the laptop.
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Power BI estates under active support
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P1 first-response service-level agreement, business-day cover
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Refresh reliability across managed tenants
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Cover on platinum-tier contracts
The cost of unsupported Power BI
The refresh failed at 3am. Your chief financial officer opened the report at 7am. Now you have a meeting.
Most Power BI estates are run by one person who also has another job. When a gateway drops, a DAX measure breaks, or a premium capacity throttles, the next executive who clicks a tile sees an error. That executive remembers the error long after you fix it.
Problem: today
A spreadsheet with your phone number on it is your incident plan.
- A refresh fails overnight and no one knows until the 8am stand-up.
- Gateway on a laptop under a desk: if it sleeps, sales reports stop.
- Your one Power BI developer is on holiday. The board pack is Friday.
- Premium capacity throttles silently. Reports load in 90 seconds, or never.
- Row-level security drift quietly shows sales representatives each other's pipeline.
- No one logs the fix. Same incident happens again in six weeks.
Solved: with Redefine
A named support team, a service-level agreement you can read, and a tenant that is monitored while you sleep.
- Refresh failure alerts route to our on-call before your team logs in.
- Gateways relocated to a hardened virtual machine with health probes and auto-restart.
- A named support lead plus a backup engineer: no holiday black holes.
- Premium capacity metrics watched. Throttling caught before users notice.
- Row-level security audited monthly. Role drift caught and rolled back inside hours.
- Every incident gets a root-cause note and a preventive change. No repeats.
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Of Power BI estates we audit have a single point of failure on the gateway tier.
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Median time between refresh failure and root-cause documentation on unsupported tenants.
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More executive escalations when a refresh fails on a Monday morning versus any other day.
Your four options when Power BI breaks
Do-it-yourself, Microsoft Pro Support, a generic managed service provider, or a named Power BI support partner. Read each column. Pick the one your chief financial officer can defend.
Click any column to pause the auto-tour and read at your own pace. Each option highlights for four seconds, then advances.
Option A: Do-it-yourself in-house
Your one analyst plus a Teams channel.
Option B: Vendor pro support
Premier ticketing, platform scope only.
Option C: Generic IT managed service provider
Same team that supports your laptops.
Option D: Redefine service-level agreement support
A named Power BI team, with a contract.
P1 response
Best effort
Whenever your one analyst sees Teams. Often hours. Nights and holidays mean next business day.
Whenever your one analyst sees Teams. Often hours. Nights and holidays mean next business day.
2 to 4 hours
Ticket triaged by region. Scoped to the platform only: not your DAX, not your model.
Ticket triaged by region. Scoped to the platform only: not your DAX, not your model.
4 to 8 hours
Generalist first-line first. Power BI gets escalated up the chain, if anyone there knows DAX.
Generalist first-line first. Power BI gets escalated up the chain, if anyone there knows DAX.
30 minutes
Named on-call engineer. 24 hours, 7 days on platinum tier. Acknowledgement and triage in one message.
Named on-call engineer. 24 hours, 7 days on platinum tier. Acknowledgement and triage in one message.
Scope
Whatever is in their head. No documented runbooks. Knowledge leaves with the person.
Platform availability, licensing, service issues. Will not debug your DAX, your model,
or your gateway configuration.
Networking, identity, Windows. Power BI sits outside their day job: they search the
internet for your DAX.
Tenant, capacity, gateway, model, DAX, row-level security, refresh, deployment
pipeline, workspace governance. The whole estate.
Root cause
Restart and hope. The same refresh fails again next month.
Closure notes on the ticket. Rarely a written narrative that prevents the next
incident.
Closed when service is back. No model-level prevention work.
Root-cause memo on every P1 inside 24 hours, preventive change ticketed and shipped
before the next refresh.
Cost
"Free," until you cost a board meeting, a finance close, or a contract signature.
Tied to your largest contract tier. Bills only the platform vendor pays out on.
Bundled into a generic IT retainer. Power BI hours are billed to a pool you cannot
see.
Fixed monthly retainer with named hours and a credit clause if we miss a service-level
agreement. Listed line by line.
Proactive cover
Zero. You find out when a user complains.
Service-health alerts to a shared mailbox. No tenant-specific monitoring.
Server uptime and patching. No Power BI semantic model health.
Refresh, gateway, capacity, row-level security, deployment pipeline, and workspace
audit signals into one watchtower. Alerts before users notice.
Watchtower coverage
42 signals
Refresh status, gateway heartbeat, capacity metrics, row-level security audit, model size, dataset lineage, and twenty more.
Named team
2 engineers
A lead and a backup. Both know your tenant, your DAX patterns, and which executive needs which report by Monday.
Service-level agreement credit
10% per breach
Miss a P1 response window and the retainer credits 10% on the next invoice, up to 30% of monthly spend.
What a Redefine support retainer covers
Ten support disciplines. One named lead. One monthly invoice.
Each pair below shows what the discipline includes, the volume we absorb per tenant per month, and the sibling page that goes deeper if you want the full scope.
7 day rescue
Emergency
stabilization
Broken tenant, lost developer, board pack on fire. We take the keys, stabilize within seven business days, and hand you a working estate plus a written change log.
Read more about Power BI rescue services
30 min service-level agreement
P1 first response
A four-tier service-level agreement you can show your audit committee. Severity, response, resolution targets, and credits all on one page.
Read more about Power BI service-level agreement support
100% tenant
Admin cover
Workspaces, deployment pipelines, capacity assignment, gateway clusters, audit logs, tenant settings, and Microsoft Fabric workload toggles.
Read more about Power BI admin support
99.7%
Refresh reliability
Scheduled refreshes monitored. Failures auto-retried, gateway certificates rotated on schedule, dataset lineage tracked end to end.
Read more about Power BI data refresh support
1 to 5 days
Report repair
Broken visuals, drifted numbers, broken bookmarks, stale fields, deprecated visuals. We fix in a copy, parallel run, then publish.
Read more about Power BI report repair services
40% smaller
Semantic model
cleanup
Bloated PBIX trimmed. Unused tables, dead measures, broken relationships, and orphan columns removed. Refresh time falls.
Read more about Power BI semantic model cleanup
Zero throttling
Premium and Fabric
capacity
Capacity units watched, throttling forecast, autoscale rules tuned. Workload split between development, test, and production capacities.
Read more about Power BI premium capacity support
24 hour root-cause analysis
Troubleshooting
DAX performance, query folding, gateway routing, identity, row-level security, refresh timing, deployment failures. Diagnosed in writing.
Read more about Power BI troubleshooting services
3x active users
Adoption support
Workspace governance, certified report promotion, user enablement office hours, executive walkthroughs. Reports get opened.
Read more about Power BI adoption support
The service-level agreement, in writing
Four severity tiers. Response and resolution windows in business hours. Credits when we miss.
Standard tier shown. Gold tier halves response times and adds weekend cover. Platinum tier is 24 hours, 7 days with a 15-minute P1 acknowledgement.
| Severity | Definition | First response | Workaround | Resolution target | Live |
|---|---|---|---|---|---|
| P1: critical | An executive report, board pack, or company-wide refresh is down. Multiple users blocked. | 30 minutes | 2 business hours | 1 business day | |
| P2: high | A single critical report is broken or slow. A workspace cannot publish. Row-level security shows wrong data. | 2 business hours | 1 business day | 3 business days | |
| P3: medium | Visual bug, single measure drift, isolated permission issue, slow refresh outside peak. | 1 business day | 3 business days | 10 business days | |
| P4: low and request | Enhancement, new measure, new role, new workspace setup, training session, documentation update. | 2 business days | Not applicable | Within sprint |
Every ticket carries a named owner inside Redefine. You always know who is on it: not "the team."
Quarterly service-level agreement report sent to your chief financial officer. Tickets, response times, breaches, and credits. No invoice without the report.
Proof: one rescue, written in full
A mid-market industrial group called us on a Sunday. By Tuesday the board pack ran on time.
Client
Mid-market industrial group
Manufacturing · 2,400 staff · approximately AUD 480m revenueWhat they do
Eight subsidiaries across plant equipment, parts, and field service. Power BI runs finance close, plant utilization, parts margin, and field service service-level agreement reporting for the chief executive officer and the divisional managing directors.
The Sunday phone call
Their data lead resigned on a Friday with no handover. By Saturday afternoon, the finance close refresh failed. By Sunday lunchtime, every divisional report was either stale, blank, or showing a red error tile. The board met Wednesday morning. Their head of finance found Redefine through a sibling reference and called at 6pm Sunday.
Before: Sunday 6pm
After: Tuesday 4pm
What we did in 60 hours
Rescue lead onboarded within two hours. Reverse-engineered the broken refresh chain by Monday 9am. Rebuilt the gateway on a hardened virtual machine. Repaired three drifted DAX measures. Re-certified the executive workspace. Documented every change in a runbook before handing back. Then signed a gold-tier support retainer the following Friday.
Result
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From call to fully refreshed executive workspace.
Result
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Broken reports repaired, parallel-run validated, re-published.
Result
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Refresh failures across the next six months under retainer.
Head of Finance, Mid-market industrial group
Rescue completed in 60 business hours · ongoing under gold-tier retainer
Why a Power BI support partner, not a generalist
Three claims. Each backed by a workflow your finance auditor can read.
01
We support Power BI. Not "Microsoft stack." Not "data tools." Power BI.
A generic managed service provider supports your laptops, your network, your Microsoft 365. Power BI is the seventh thing on their service catalog and the second tab in their tooling. Our engineers spend every working hour on Power BI semantic models, DAX, gateways, capacities, and deployment pipelines. The depth shows in the first hour of a ticket.
Proof
100% Power BI
Of engineer billable hours. Not split with other platforms.
02
Every P1 ticket gets a written root-cause memo inside 24 hours.
The other support partners we replace had the same incident happen six times in a year because no one wrote down why. We send the memo to your data lead, your information technology director, and your chief financial officer. It names the cause, the change, the test, and the prevention. The next quarter your same-incident count falls to zero.
Proof
0 repeats
Of root-caused incidents inside the same retainer year.
03
You read the service-level agreement, the credit clause, and the named engineer before you sign.
No "best effort." No "team availability." A signed master support agreement with severity tiers, response and resolution targets, credit percentages on breach, named lead engineer, named backup engineer, and an opt-out clause at 60 days. The legal pack is two pages. Your procurement team reads it in one meeting.
Proof
2-page master support agreement
Plus one-page service-level agreement. Signed by 312 clients to date.
Cost of unsupported versus cost of cover
What you pay for support is less than one rebuilt board pack.
Standard tier starts at AUD 3,800 per month for tenants with under 50 active users. Mid-tier estates with deployment pipelines, premium capacity, and an integration footprint sit at AUD 7,200 to 12,500 per month. Platinum 24 hours, 7 days begins at AUD 18,500. Every number is published, never quoted on application.
Unsupported tenant: per year
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Analyst overtime, executive-rebuild hours, missed-deadline costs, and one rescue engagement. Mid-market average across 28 audits.
Standard support: per year
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Named lead, named backup, 8 hours a day, 5 days a week cover, 30-minute P1 response, monthly service-level agreement report. AUD 3,800 per month, 12-month base term.
Net saving in year one
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Plus zero repeat incidents, plus a chief financial officer who stops opening reports holding their breath. Year two compounds.
Submit your brief › call within 48 hours › scoped proposal in 3 days › service-level agreement cover begins within 1 week of sign-off
Every Power BI support service we ship
Jump to the support service you need today.
Or open an intake and we will route you to the right discipline within an hour.
Rescue servicesService-level agreement supportAdmin supportAdoption supportData refresh supportPremium capacity supportReport repair servicesSemantic model cleanupTeam training servicesTroubleshooting servicesPower BI audit servicesPower BI health checkPower BI managed servicesSupport pricingMigration services
Frequently asked questions: the questions your
procurement team will ask
Seven honest answers before you book the call.
Yes: that is the most common starting state. The first two weeks are an audit: we inventory every workspace, dataset, dataflow, report, gateway, and refresh schedule. We document the semantic model, capture the DAX library, and certify the executive workspace. Then the service-level agreement starts. You keep the intellectual property. We never lock our work to our tools.
No. We support whatever Power BI estate you have today. If a migration is needed later: from on-premises Report Server, from Pro to Premium, from Premium to Fabric, we scope it as a separate engagement. Support is never blocked behind a migration.
That is most engagements. The support retainer absorbs the routine ticket load: refreshes, broken visuals, new measures, permission requests, so your developer reclaims time for the strategic work. Gold tier includes an embedded engineer for one to two days a week. Platinum includes named senior cover plus a backup.
Standard tier is 8 hours a day, 5 days a week in your business hours. Gold tier extends to 12 hours a day, 6 days a week with weekend morning cover. Platinum is 24 hours, 7 days with a 15-minute P1 acknowledgement, follow-the-sun rotation across Sydney, London, and Toronto, and an on-call escalation tree your chief information officer signs off in advance.
12 months base term, 60-day exit notice from month seven onwards. On exit, we run a 30-day handover: runbooks, change log, audit reports, dataset lineage, gateway credentials, either to your team or to the next partner. No retention games. We have replaced partners who do that, and we will not be one.
Yes. SOC 2 Type II reports shared on non-disclosure agreement. General Data Protection Regulation data processing addendum standard. We work inside your tenant: we do not export data. Engineers connect through your conditional access and named admin accounts. Audit logs from every action available to your security team within 24 hours of request.
We credit 10% of the monthly retainer on the next invoice, up to 30% of monthly spend. The credit is automatic: you do not file a claim. The service-level agreement report each quarter lists every breach and every credit, signed by our head of support. If we breach three quarters in a row, your exit window opens early at no charge.
Is Redefine support the right fit?
We turn down work we cannot do well. Read this before you book the call.
"
If your Power BI estate is a single-user free workspace with three dashboards, the retainer math does not work for you. You will spend more on us than you would on a senior contractor for two days a month. Tell us that on the call and we will say so.
Head of Support, Redefine
Good fit
- 50 or more Power BI users, executive-visible reporting, finance close depends on it
- One internal data lead who needs cover: not a replacement
- Premium or Fabric capacity in play, or planned in next 12 months
Not a fit
- Single-user free workspace, fewer than five reports, no executive use
- You want a person to staff-augment full-time: that is a different page
- Looking for the cheapest quote: we are not, and we will say so
Not sure? Tell us your situation and we will be straight with you within 24 hours.
Open a support intake
Tell us what is broken, what is overdue, or what your team keeps doing by hand. We respond inside one business day.
Intake received.
A named engineer will respond within one business day with a triage call and a scoped support plan.
Response: 1 business day
Scoped plan in 5 days
312 estates supported
You own every artifact
What happens next
From intake to first ticket resolved in 10 business days.
1
Day 0: intake received
Triage call booked. Named lead and backup confirmed in the calendar invite.
2
Day 2: tenant audit kickoff
Workspace inventory, gateway map, capacity baseline, refresh log review.
3
Day 5: scoped support plan
Service-level agreement tier recommended, monthly hour bucket sized, named engineers proposed.
4
Day 7: master support agreement and service-level agreement signed
Two-page master support agreement plus one-page service-level agreement. Procurement reads in one meeting.
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Day 10: first ticket resolved
Whatever was on fire when you called: closed, root-caused, documented.