Arbutus support

Ongoing support for Arbutus Analytics

Sepia Solutions provides ongoing support for organisations using Arbutus Analytics, helping teams address questions, resolve issues, and continue using the platform effectively over time.

Support is typically provided as part of the software subscription, ensuring that organisations have access to assistance when needed.

A personalised approach to support

Support provided by Sepia Solutions is based on long-term relationships with clients.

Rather than operating through anonymous ticketing systems, support interactions are direct and personal. Clients are known individually, along with their organisation, data environment, and objectives.

This allows support requests to be handled with context, reducing the need for repeated explanations and enabling more efficient and relevant assistance.

Understanding the problem in context

When addressing support questions, Sepia Solutions focuses not only on the issue itself, but also on the context in which it occurs.

Where possible, this may involve:

• Replicating the client’s data structure or scenario
• Analysing the issue independently
• Exploring different approaches to resolving the problem

This approach often allows issues to be investigated without extensive back-and-forth communication, while leading to more complete and practical solutions.

Going beyond basic support

Support is not limited to answering questions or referring to documentation. Where appropriate, Sepia Solutions may assist in:

• Resolving issues directly within analytics procedures
• Suggesting improvements or alternative approaches
• Helping users better understand the tools and techniques involved

As a result, support interactions often contribute to the ongoing development of the client’s capabilities, rather than only addressing isolated issues.

Direct and interactive communication

Support is provided through a combination of email, phone, and interactive sessions such as Microsoft Teams.

Live interaction allows issues to be demonstrated and resolved more efficiently, while also providing an opportunity for users to gain additional insight beyond the initial question.

Continuity and familiarity

Over time, support becomes more effective as familiarity with the organisation and its users increases. This continuity allows Sepia Solutions to provide assistance that is both technically relevant and aligned with the client’s objectives.