MicroStrategy Customer Support
Support Case Priority Levels
| Priority Level |
Definition |
Priority Level Examples |
Initial Response Time |
Status Updates |
| 1 |
A production system is down |
Production MicroStrategy Intelligence Server is unavailable. |
< 2 business hours |
As status changes or daily |
| 2 |
A feature of a production system is seriously affected. System development is halted and there is a severe impact on the Customer’s ability to continue development. |
Reports are not cached in the production system. |
< 2 business hours |
As status changes or daily |
| 3 |
A functional production or development system is impacted. It is feasible to continue production/ development. |
Prompted reports do not work in the development system. |
< 4 business hours |
As status changes or every 3 days |
| 4 |
Customer has a question on usage, defect, enhancement, configuration, or software conflict that impacts the system but not critically. |
How are the report cache and history list synchronized? |
< 6 business hours |
As status changes |
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