Support Offerings
MicroStrategy understands that our customers’ technical support needs vary and may evolve over time, which is why we offer five Technical Support plans designed to suit a wide variety of customer requirements.
All technical support plans include the latest MicroStrategy software releases and updates!
MicroStrategy Technical Support Plans at a Glance
| Services | Elite | Dedicated | Managed | Extended | Standard |
| Regular On-Site Review Meetings |
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| Prioritized Bug Requests |
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| Priority Involvement in Beta Programs |
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| Prioritized Product Enhancement Requests |
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| Dedicated Support Engineer |
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| Environment Replication |
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| Weekly Status Reports |
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| Critical Issue Notification |
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| Assigned Case Manager |
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| Recurring Project Status Conference Calls | |
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| 24x7x365 Critical Tech Support | |
option | option | |
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| Weekend Assistance |
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| New Software Releases and Updates | |
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| Multi-Channel Communication | |
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| Customer-Designated Support Liaisons | 4 | 3 | 3 | 3 | 2 |
| Knowledge Base Access | |
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| Multi-Continent Support | option | option | option | option | option |
| Additional Support Liaisons | option | option | option | option | option |
Elite Support
Our highest level of support, Elite Support offers all the benefits of Standard Support, plus:
- A dedicated support engineer directly responsible for working on your cases
- Environment replication – a copy of your metadata is maintained by MicroStrategy
- Weekly account status reports
- Critical issue notification
- Recurring project status conference calls
- 24/7/365 critical technical support, including weekends and holidays
- Regular on-site visits by your dedicated support engineer
- Prioritized product enhancement requests
- Priority involvement in Beta programs
- Prioritized bug requests
Dedicated Support
Dedicated Support offers all the benefits of Standard Support, plus:
- A dedicated support engineer directly responsible for working on your cases
- Environment replication – a copy of your metadata is maintained by MicroStrategy
- Weekly account status reports
- Critical issue notification
- Recurring project status conference calls
Managed Support
Managed Support offers all the benefits of Standard Support, plus:
- An assigned case manager that acts as an escalation point, responsible for account overview and regular review of all customer cases
- Recurring project status conference calls
Extended Support
Extended Support offers all the benefits of Standard Support, plus:
- 24/7/365 critical technical support (English only)
Standard Support
Standard Support includes:
- New software releases and updates
- Live technical support during standard business hours as specified for your region on the Contact Us page
- 24/7/365 access to the Knowledge Base
- Multiple contact channels – telephone, e-mail, fax, and online
Add-on Options
Add-on options are benefits which may be added to any Support Plan, for an additional fee:
- 24/7/365 critical technical support (English only)
- Weekend assistance (English only)
- Additional support liaisons
- Multi-continent support, which allows customers to assign their support liaisons to any one of MicroStrategy's worldwide support centers
Technical Support Plans are designed to support a single Designated System. The number of support plans a customer’s environment requires to ensure optimal performance therefore depends upon the number of Designated Systems utilizing MicroStrategy BI. A Designated System is defined as all projects contained within a single production MicroStrategy metadata instance. Your MicroStrategy professional services director will work with you to determine which service plan(s) will best suit your needs.
For more detailed definitions of these support plans and the services provided with each, please refer to MicroStrategy Technical Support’s Policies and Procedures document at http://www.microstrategy.com/Support/Policies/.