Support Offerings

MicroStrategy offers four levels of Technical Support to Customers, including Bronze, Premium Bronze, Silver, and Gold. Premium Bronze, Silver, and Gold Technical Support are sold for a particular Customer system. Designated System is defined as all projects contained within a single production MicroStrategy metadata instance.

TECHNICAL SUPPORT LEVELS AND FEATURES

Bronze Support

Bronze Support provides:

• Live support during standard business hours: Support Liaisons have access to Technical Support Engineers during normal business hours as specified for their region on the Contact Us page.
• Technical Support Site: Support Liaisons have access to the Technical Support Site (Online Support Interface, Knowledge Base, and Download Site) 24 hours a day, seven days a week, including holidays.
• Multiple contact methods: Support Liaisons can contact Technical Support via phone, email, fax, and the Online Support Interface.

Premium Bronze Support

Premium Bronze Support offers all the benefits of Bronze Support, plus:

• Premium Bronze Manager: Support Liaisons are provided a Premium Bronze Manager that acts as an any-time escalation point, responsible for account oversight and regular review of all customer cases. Additionally, all priority one and priority two cases logged with Technical Support are immediately escalated to the Premium Bronze Manager.
• Scheduled conference calls: The Premium Bronze Manager manages scheduled conference calls with Support Liaisons to discuss open cases, review current statuses, facilitate case escalations, and review general project status.

Silver Support

Silver Support offers all the benefits of Bronze Support, plus:

• 24 x 7 Support ²: Support Liaisons have emergency access to Technical Support Engineers 24 hours a day, seven days a week, including holidays. At this time, 24 x 7 Support is available in English only.
• Priority involvement in Beta Programs: Customers receive priority enrollment status in Beta Programs, which speeds rollout and ensures product stability in your environment.
• Prioritized bug requests: Customer defect requests are prioritized ahead of Bronze customers, allowing for more timely resolution and less project impact.

Gold Support

Gold Support offers all the benefits of Bronze Support and Silver Support, plus:

• Dedicated Support Engineer: Support Liaisons communicate directly with a Dedicated Support Engineer, a MicroStrategy expert who becomes a remote member of the Customer's project team and serves as the point of contact for all cases.
• Customer application maintained in-house: MicroStrategy hosts a copy of the Customer application in-house for use by the Dedicated Support Engineer. This speeds resolution times and minimizes customer effort during the case resolution process.
• Quarterly onsite visits¹: The Dedicated Support Engineer visits the Customer each quarter in order to review open Technical Support cases and discuss project status.
• Scheduled conference calls: The Dedicated Support Engineer holds monthly conference calls with the Customer to review status and priorities of all open Technical Support cases.
• Weekly status reports: MicroStrategy delivers an electronic status report highlighting issue activity over the prior week.

COMPARISON OF OFFERINGS

The following table summarizes all services available with each Technical Support offering:

Customers with the indicated Technical Support service levels may also purchase the following add-on options:

The Customer may upgrade their level of support by contacting a Technical Support Manager or their Account Executive.

Dedicated Support Engineer

Dedicated Support Engineer acts as a customer advocate and remote member of your project team coordinating all your requests and resolutions.

Prioritized Enhancement Requests

Enhancement requests from Gold customers receive priority attention of MicroStrategy's development staff.

Customer Application Maintained In-house

Speed of issue resolution is improved significantly through MicroStrategy's hosting of the customer environment in-house.

Notification of Priority Issues

Dedicated Support Engineer ensures that your team is aware of known issues and works with you to understand potential impact on your system.

Quarterly Status Onsite Meeting¹

Dedicated Support Engineer visits customer site once per quarter to review project timelines and status and address open Technical Support cases.

Weekly Status Reports

Customer is provided with weekly electronic status reports which cover all issue activity and open case statuses.

24 x 7 Support

Around the clock phone access to MicroStrategy's highly trained Technical Support Engineers.

Priority Involvement in Beta Programs

Customers receive priority enrollment status in Beta Programs, which speeds rollout and ensures product stability in your environment.

Prioritized Bug Requests

Customer defect requests are prioritized ahead of Bronze customers, allowing for more timely resolution and less project impact.

Scheduled Conference Calls

Premium Bronze Manager/Dedicated Engineer manages scheduled conference calls with customer to discuss open cases and project status.

Premium Bronze Manager

Premium Bronze Manager acts as an any-time escalation point, responsible for account oversight and regular review of all customer cases. Priority 1 and Priority 2 issues are immediately escalated to the Premium Bronze Manager.

Unlimited 24 x 7 Knowledge Base Support

Unlimited access to our comprehensive Knowledge Base, which includes over 6,500 Technical Notes.

Support Liaisons

Support Liaisons are your project contacts into Technical Support. All your requests must come through these named individuals.

Multi-channel Contact (phone, email, Web)

Technical Support can be contacted easily and efficiently.

Software Downloads and Updates

Supported customers receive access to the latest versions of MicroStrategy software.

Additional Support Liaisons

Additional project contacts that can utilize Technical Support.

Onsite Visits¹

Senior Technical Support resources will visit the customer site to review open cases and project status.

Multi-Continent Support³

Customers with deployments in multiple geographies can utilize any MicroStrategy Support Center.

¹
The Customer shall reimburse MicroStrategy for reasonable travel and out-of-pocket expenses incurred in connection with the onsite visit.

²
24 x 7 Technical Support is available for Priority One and Priority Two issues as defined in this document. During non-business hours, MicroStrategy's 24 x 7 support engineers will stabilize the customer application or find a suitable workaround, but final determination of the cause may extend to our regular business hours when all resources are available. 24 x 7 support does not include Technology or code-level support.

³
Customers with deployments in multiple geographies can utilize any MicroStrategy Support Center. Customers with deployments in multiple locations may need to have Support Liaisons access different Support Centers. With Multi-Continent Support, the Customer may assign each Support Liaison to the specific Support Center that best mirrors the Support Liaison's local business hours.