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Engaging Technical Support Resources
To engage technical support resources via phone, email, or online support, an individual must be a Support Liaison. If an individual seeking support is not a Support Liaison, he/she may access MicroStrategy's Online Customer Resources by obtaining an Internet account. Accounts may be obtained through the Support Liaisons, as outlined below. Software Development Kit Named Users have additional access to the MicroStrategy Developer Zone.
Support Liaisons
MicroStrategy Technical Support can work more effectively with your organization by collaborating with a regular set of contacts, identified as “Support Liaisons”. A Support Liaison is an individual who has been designated by the Customer in their license or maintenance agreement as a point-of-contact with MicroStrategy’s support personnel. Technical Support Services may only be obtained by Support Liaisons. The Support Liaisons are expected to maintain technical ownership of all issues escalated into MicroStrategy Technical Support and as such, all case related communications is conducted with these named individuals. Your support agreement with MicroStrategy provides for a set number of support liaisons that are authorized to contact MicroStrategy Technical Support. Additional Support Liaisons can be acquired through the Customer’s account management team if needed. Customers may request to change their Support Liaisons six times per year with prior written notice to MicroStrategy Technical Support. It is the customer’s responsibility to advise MicroStrategy Technical Support if there are any existing support cases that should be transferred when a Support Liaison is changed. Otherwise, any open or logged cases that were initiated by a contact that is removed as a support liaison may be closed. Please note that the designated Support Liaisons will be automatically registered to receive important technical support announcements via email.
During the course of troubleshooting and researching issues, MicroStrategy Technical Support personnel may make recommendations that require administrative privileges on the MicroStrategy projects or that assume that the designated Support Liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to potentially sensitive project data, such as security filter definitions. Although not a requirement, we recommend that Customers designate Support Liaisons who have permissions to be MicroStrategy project administrators. This eliminates security conflicts and improves case resolution time. It is the Customer's responsibility to notify MicroStrategy if the Support Liaison's employment is terminated so that their access to technical support may be terminated.
Software Development Kit Named User
A "Software Development Kit (SDK) Named User" is a person for whom the Customer has purchased a Software Development Kit Named User License. Access to the MicroStrategy Developer Zone is limited to SDK Named Users. An SDK Named User, however, is not entitled to the same access as a Support Liaison unless that SDK Named User is also designated as a Support Liaison.
Internet Accounts
Only Customers with an active subscription to Technical Support Services may access Online Customer Resources. All Online Customer Resources must be accessed using a MicroStrategy Internet account. Customer contacts may contact their organization's Support Liaison to request an Internet account. Alternatively, they may contact MicroStrategy Technical Support directly and provide the name of their referring Support Liaison. It is the Customer's responsibility to notify MicroStrategy of any accounts that should be terminated.