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MicroStrategy Customer Support

Prioritization of Cases



Our objective is to assign a prioritization level to all cases within one business day. These prioritization levels are used to ensure that cases are resolved in a timely manner and allow us to provide the best support possible to each Customer. We will work with each Support Liaison to set the correct priority level of each case depending on technical and business needs.

MicroStrategy shall make commercially reasonable efforts to comply with established guidelines when involved in problem resolution.

Priority Level Examples
The following are example issues for each priority level.
Priority 1: Production Server is unavailable. 
Priority 2: Reports are not cached in the production system. 
Priority 3: Prompted reports don't work in the development system. 
Priority 4: Unable to add logo in .bmp format to the top of a report.
Priority 5: Questions on how the report cache and history list are synchronized/Suggestions for future functionality which are not necessary in an immediate release of the software.

MicroStrategy recognizes that the Customer’s business and technical priorities may evolve over time. If the Support Liaison feels that the priority of his/her case should change, the Support Liaison should contact MicroStrategy Technical Support and ask to speak to his/her Regional Support Manager (Americas and Asia Pacific) or Country Support Manager (EMEA). Regional Support Managers/Country Support Managers are the Customer’s point of contact for all issues of high business importance or extreme customer sensitivity and act on the Customer’s behalf to ensure the Customer’s business needs are met.

The Support Liaison should contact his/her Regional Support Manager/Country Support Manager to raise the visibility of a case or to provide feedback about MicroStrategy’s technical support offerings. The Regional Support Manager/Country Support Manager can reassign the case to a different engineer, escalate the case to a senior engineer, or adjust the priority level of a case.

Click here for detailed contact information.

MicroStrategy reserves the right to:

  • Make the final determination on the priority level of a case.
  • Downgrade the priority of a case and notify the Support Liaison of this action if the Support Liaison fails to communicate with MicroStrategy Technical Support in a timely manner.

Note: MicroStrategy Technical Support will revert the case to the original priority level if the case again becomes a priority for the Support Liaison.