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Limitations of Support
There are some limitations to Technical Support Services including onsite services, support for MicroStrategy Web customizations and the MicroStrategy Software Development Kit, and third party software support.
ONSITE SERVICES
Technical Support Services do not include services which, in the usual course of MicroStrategy’s business, are provided to Customers as consulting services. Such consulting services include, but are not limited to, onsite system health analysis, custom application development and support, data warehouse design, requirements analysis, system performance tuning, and database design. Technical Support Services do not include onsite services. See the Support Offerings page for offerings that include onsite support.
SUPPORT FOR MICROSTRATEGY WEB CUSTOMIZATIONS AND THE MICROSTRATEGY SOFTWARE DEVELOPMENT KIT
MicroStrategy Technical Support does not develop nor perform code reviews of customized code for Customers, but we will use our established skills in our software to help Customers identify issues with their own customizations. Support for MicroStrategy Web customizations and SDK is provided according to the following guidelines:
- Technical Support provides information on the purpose and usage of the API in the MicroStrategy SDK.
- Technical Support provides guidance on how to prevent or workaround an error that occurs when using the API.
- Technical Support provides guidance on how to approach a customization and provides high-level information how to achieve certain functionality.
- Technical Support does not create code for Customer’s applications.
- Technical Support does not provide exact steps on how to achieve a customization.
- Technical Support does not perform code reviews of customizations.
If, after providing assistance in accordance with the guidelines above, the Customer is still not able to successfully complete the customization, then Technical Support may refer the Customer to MicroStrategy Consulting to help ensure the success of the Customer's project.
THIRD PARTY SOFTWARE
The MicroStrategy Business Intelligence System depends on multiple third party components to operate properly. These components may include, but are not limited to, databases, operating systems, firewalls, Web browsers, application servers, Web servers, and Java development kits. MicroStrategy Technical Support aids in the deployment of MicroStrategy's platform with these components, however we do not provide direct support for third party components. It is the Customer's responsibility to configure those components and ensure other applications function in the desired configuration before calling MicroStrategy Technical Support for any issue related to MicroStrategy software.
In certain instances, MicroStrategy Technical Support may be available to work with and provide information to the third party vendors. If a defect in third party software causes MicroStrategy software to perform less optimally, MicroStrategy Technical Support will identify the third party component so that the Customer may pursue a solution with the correct vendor.
LICENSING AND COMPLIANCE CASES
Customers may request MicroStrategy software license keys and log questions about their compliance to their license agreements with MicroStrategy Technical Support.
When a Customer logs a license key request, the MicroStrategy Technical Support team works with Sales Order Processing to obtain the keys. It may take several business days to process a license key request.
When a Customer logs a compliance case, MicroStrategy first attempts to determine whether the case is caused by an issue with the product. If the case is in fact an issue with the product, MicroStrategy Technical Support will facilitate resolution according to the guidelines detailed in the Case Response and Collaboration Guidelines section of this document. If it is determined that a compliance case is not caused by the product but is caused by over deployment, Customers will be asked to contact their Account Executive to realign their licensing agreement with their deployment.