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Online Customer Resources
Online Customer Resources are all available online 24 hours a day, 7 days a week. These resources include the MicroStrategy Support Site, Download Site, and Customer Forum. Customers are encouraged to take advantage of these resources to research problems on their MicroStrategy system prior to logging a case. To access Online Customer Resources, Customers must obtain an Internet account. Online Customer Resources can be accessed using Internet Explorer or Netscape 3.0 or newer.
ACCESS LEVELS
The following outlines who has access to which Online Customer Resources:
- Online Support Interface: Support Liaisons
- Knowledge Base: Support Liaisons, SDK Named Users, and other users as requested
- Download Site: Support Liaisons, SDK Named Users, and other users as requested
- Customer Forum: Support Liaisons and other users as requested
- MicroStrategy Developer Zone: SDK Named Users
Note: The Customer may designate an SDK Named User as a Support Liaison, which will give them access to all online resources.
MicroStrategy Technical Support Site
The Technical Support Site is a centralized location to log cases, check the status of existing cases, access product documentation, and search the Knowledge Base. The Technical Support Site is located at support.microstrategy.com.
The Technical Support Site consists of:
- Online Support Interface
- Knowledge Base
- MicroStrategy Developer Zone
- Product Documentation
Because this site identifies users by login, each Customer is presented with personalized information. The security of Customer information is important to us, so the utmost care is taken to ensure that no Customer will be able to access another Customer's information.
MicroStrategy Online Support Interface
The Online Support Interface is the mechanism by which the Support Liaison can log new cases with Technical Support or check the status of existing cases online. The Online Support Interface is located at support.microstrategy.com » Technical Support » Online Support.
MicroStrategy Knowledge Base
The Knowledge Base is a repository of technical documentation aimed at providing 24-hours-a-day, 7-days-a-week online technical support. The Knowledge Base is located at support.microstrategy.com » Knowledge Base.
The Knowledge Base consists of:
- Troubleshooting documents
- Usage Instructions
- Known Issue descriptions
- White Papers
- Frequently Asked Questions (FAQs)
- Latest Release Information — Readmes, Release Notes
MicroStrategy Developer Zone
The MicroStrategy Developer Zone (MSDZ) allows SDK Named Users to obtain up-to-date versions of the MicroStrategy Developer Library (MSDL). The MSDL describes the architecture and object models and contains code samples that are useful for building a customized solution.
Product Documentation
The product documentation provided on the Technical Support Site is the same documentation that is included with the MicroStrategy Product Suite. It can be downloaded from the Technical Support Site in PDF format. Product documentation is grouped by version and also by language.
MICROSTRATEGY DOWNLOAD SITE
The MicroStrategy Download Site is the online repository for all MicroStrategy products. It can be accessed through the "links" section of the support site or directly at download.microstrategy.com. Customer contacts with access to the site can choose from the following folders to access desired information:
- My Folder: This folder is where Customer contacts can upload company information. Each Customer has its own folder. These folders are private and may only be accessed by specified MicroStrategy employees, such as Technical Support Engineers, Consultants, etc., and specified contacts for each Customer. Files older than one month are automatically purged from this folder.
- MicroStrategy Products: This directory contains all the installation files for the MicroStrategy Products to which the Customer has access.
MICROSTRATEGY CUSTOMER FORUM
The MicroStrategy Customer Forum is a Web site where Customer contacts can participate in open discussions, share implementation experiences, and exchange information such as best practices and troubleshooting tips. Through this medium, contacts can ask questions to the user community or share their technical know-how by responding to messages posted by other users. The forums can be accessed through forums.microstrategy.com/.