Support Options

BAO Systems offers 2 types of support plans.  Hosting Support is automatically included for clients who host their DHIS 2 instance with BAO Systems at no additional cost. DHIS 2 Support Plans, with features beyond those offered on the Hosting Plan, are also available.  




Support Features

 
Hosting Plan


DHIS 2 Support Plan



Initial server setup*
✔





DHIS 2 hosting, performance monitoring and 
✔

Patching of operating system and middleware
✔

Access to BAO Manager
✔

DHIS 2 version upgrades
✔

Server system upgrades
✔

Creation of automated nightly backups
✔

DHIS 2 configuration guidance

✔
DHIS 2 application troubleshooting

✔
Database troubleshooting

✔
Database importing (after initial setup)

✔
End user support

✔
Custom server configuration 

✔


*Initial server setup includes importing an existing DHIS 2 database is included as part of the setup fee for a server. Subsequent database imports are subject to available support plan hours


Hosting Plan features are available to BAO hosting clients at no additional cost.

What is a Hosting Plan?

A Hosting Plan covers cloud-based hosting for the DHIS 2 platform along with routine DHIS 2 version upgrades (as requested), backups, patches, and upgrades to the operating system, database, and web server.  As a hosting client, you will have access to the BAO Manager, a tool that enables you to access backups, logs, and request system upgrades or support.  


Hosting support requests are answered Monday - Friday from 7:00 AM EST - 6:00 PM EST. BAO ensures the system supporting your DHIS 2 platform is operating properly regardless of the support plan that you have.




DHIS 2 Support Plans are billed based on usage and don't require any long-term commitment. 



What do I get with a DHIS 2 Support Plan?

If you need help with DHIS 2 software, you may need a DHIS 2 Support Plan.  The DHIS 2 Support Plan is billed in 15-minute increments starting at a rate of $110 per hour and we only bill you what you use. Prepaid plans are also available. 


Tier 1 Task Examples
$110 Hourly Rate 		Tier 2 Task Examples
$150 Hour Rate 		Tier 3 Task Examples
$175 Hourly Rate 

  • DHIS 2 password reset

  • Install utility tools (BIF, DataZ, etc)

  • Server Cloning

  • Direction to the relevant documentation

  • DHIS 2 bug reporting on customer behalf to UiO


  • Configuration work (limited new stuff added to DHIS2 metadata) 

  • Script support (deleting objects) 

  • Single Sign-On Integration

  • Help with API calls

  • Interpreting or debugging logs or errors

  • Interpreting issues with their configuration and advising on steps forward

  • Assistance in finding existing data

  • Writing a bug report on DHIS2’s Jira or requesting assistance on CoP

  • Native UI settings that can be adjusted or changed to resolve the issue


  • Data migration 

  • Critical debugging (ex: server down for a major client) 

  • Performance monitoring

  • Analytics generation debugging 

  • Custom authentication mechanisms

  • Custom solutions and tools 

  • Custom engineering and script development

  • Integration Driver

  • Other critical requests 



With a DHIS 2 Support Plan, you have a team of dedicated DHIS 2 experts at your fingertips.  Our agents are based across Africa, Europe, and North America and provide support from 9:00 AM GST - 10:00 PM GST (4:00 AM EST - 5:00 PM EST).   When you have a support question or request, log into your BAO Manager account and navigate to Support in the left-hand menu.  This will send a support ticket directly to our Freshdesk and an agent will get back to you shortly. 


 



Commonly requested support needs include:


User Management, Sharing and System Settings

  • I need help creating a new user with the appropriate roles, authorities, and access 
  • How do I change or recover my username and password to log in?
  • My users can't see something they are supposed to see OR my users are seeing something they are not supposed to see
  • My language settings are not correct
  • I can't see my dataset in the Data Entry App
  • I just created a dashboard but no one can see it


Configuration Guidance

  • What decisions should be made before I start configuring the system?
  • What is the correct sequence of creating metadata objects when setting up a new project?
  • What is the best practice for naming various metadata objects? 
  • I'm trying to set up a new dataset but have questions about configuration best practice
  • How can I create a system setting to use short names in analytics?
  • How do I set up validation rules?


Analytics

  • I need help creating a chart, pivot table, map, favorite or dashboard
  • I want to analyze my data a certain way, can you help guide me?
  • I have a complex indicator to build, can you help guide me?
  • Can you run this SQL query for me?
  • I ran a report /created a chart, pivot table, map but the results aren't correct
  • I want to change the layout, labels or formats on my analytic product, can you help guide me?


Data and Database Management

  • I need a copy of my database installed on another server
  • None of my data is showing up where I expect it to
  • I need help deleting an object or data
  • My data entry cells are greyed out
  • My data entry users can't enter data
  • I want to export or import data into the system


Custom Server Configuration

  • NGINX configuration to allow for connection to externally hosted applications
  • Automation of database modifications
  • Automation of database replication
  • Custom compliance requirements (e.g. FIPS)
  • Automated DHIS 2 upgrades
  • Custom scripted analytics schedules


If you need more help with DHIS 2, you need a DHIS 2 Support Plan!  

Want to get a support plan?  

Login to your BAO Manager account and click on Support in the left-hand menu.