Support Services

Keep your applications running smoothly and minimize risk with industry-leading support.

We know that your business today is often running on all cylinders across the world, and the technology you rely on for your most critical decision-making must do the same. That’s why we’re committed to and investing in your satisfaction with support options tailored for your needs.

Expert-driven resolutions

Our support engineers bring a wealth of MicroStrategy knowledge to the table to help you achieve high uptime and performance.

Round-the-clock coverage

Access 24/7 responsiveness for critical issues with support delivered by our global network of MicroStrategy-certified  experts.

Industry-leading practices

We are ranked by the Technical Support Industry Association (TSIA) as having the best support fundamentals and self-service capabilities in our industry.

Premium Support Options

Standard support is included with your maintenance contract, and provides customers with access to software updates, a pre-determined number annual Enterprise Support hours, and two support liaisons that may contact support via portal, email, or telephone. Upgrade to premium support to make the most of your support experience.

Extended Support

Signing up for 24/7 telephone support ensures that you have the help you need to resolve performance, stability, or data integrity issues when applying after-hours OS system updates, performing upgrades, or deploying new applications. Two additional Support Liaisons expand the capacity of your internal support team to log, escalate, and resolve cases for your users across multiple lines of business or application teams.

  • Off hours help to resolve issues that may arise during your deployment cycle.
  • Flexible support for your users working across departments, locations, or time zones.
  • Extended capacity for your team to work directly with our experts on open cases.

Premier Support

Receive a dedicated Enterprise Support Architect along with all the benefits of the Extended Support plan. Your ESA will learn the details of your environment and use cases so your support liaisons don't waste time providing context when a case arises. Your ESA will also advocate for faster support resolutions and prioritized technology enhancement requests at MicroStrategy.

  • Faster resolutions working directly with support experts who have a consolidated view of your technical history and know the ins and outs of your environment.
  • Get expert assistance making progress on your intelligence roadmap working with a dedicated technical SME who can advocate for fixes and enhancements on your behalf.
  • Comprehensive support coverage when you're actively building new apps and reports, using enhanced functionality, or operating multiple environments.

Elite Support

Three dedicated support engineers will join your ESA to help you achieve 100% uptime for mission critical or customer-facing applications. Your ESA will also conduct proactive environment tuning in addition to case escalations and progress tracking, and your support engineers will help minimize downtime by processing and resolving cases faster and identifying root causes to avoid recurring issues.

  • Help achieving 100% uptime and high performance SLAs with proactive environment tuning, routine assistance implementing platform updates released on a quarterly basis.
  • Dedicated engineers who who know your environment work with you to conduct root cause analyses and engineer issue resolutions to help you avoid reoccurrence down the road.
  • Extensive support coverage for your mission-critical or customer-facing apps that serve thousands of concurrent users or process massive data volumes for your enterprise.

Enterprise Support Benefits

Did you know that your support plan includes access to consulting engagements you can request as a complimentary customer perk?

Learn more about the expertly crafted offerings you can receive as Enterprise Support benefits—and implement your upgrade, optimize your design to enhance user experience, pilot new capabilities, and much more.

Compare Support Benefits

Explore perks you get when you upgrade to premium support and compare how the standard support included in your maintenance plan stacks up.

Standard

Extended

Premier

Elite

Multi-Channel Support:

Connect with our experts by online portal, telephone, or email to manage cases during standard business hours.

Download Software Updates:

Install platform release, updates, patches, and more when made available from a centralized easy-access source.

Dedicated Support Liaisons:

Increase your team's support capacity with more resources who can work on cases directly with our support experts.
2 4 6 8

24x7 P1/P2 Issue Support:

Access round-the-clock support by telephone for critical issues that may arise during your after-hours deployment cycle.

Weekly Case Management Meetings:

Chat with a centralized support resource or team who actively manages your open caseload to resolution.

Dedicated Support Engineers:

Work with dedicated support technicians who know your environment to troubleshoot issues and resolve cases.

Enterprise Support Hours:

Use the complimentary consulting hours included in your support plan to implement upgrades and much more.
See what you can do with Enterprise Support Hours »
Varies based on annual maintenance spend Varies based on annual maintenance spend Additional 200 hours annually Additional 400 hours annually

Additional Support Resources

Refer to the suite of best practices available in our extensive knowledge base on MicroStrategy Community, log and manage cases, and more.

MicroStrategy Community

Explore our knowledge base and share expertise with MicroStrategy users worldwide.

Learn more

Product Support Lifecycle

Learn how long releases will be supported and how to migrate or upgrade your MicroStrategy implementation.

Learn more

Drivers and Connectors

Find the latest install and support information about your data sources.

Learn more

Support Contacts

Get in touch with your regional support center to speak with an expert.

Learn more

Online Portal

Log in to manage cases and requests through to resolution.

Learn more

Achieve Peak Performance with Premium Support

Our global MicroStrategy Services team provides industry-leading support that helps you achieve system performance, availability, uptime, and feature actualization goals-so you can maintain a solid foundation for enterprise analytics at scale.

Contact us today to:

  • Personalize your support

    Explore how our premium support tiers provide dedicated support architects and engineers who know the ins and outs of your environment.

  • Expand your coverage

    Learn how we deliver 24/7 coverage on a global scale working with experts based in regional support centers across time zones.

  • Boost your capacity

    Staff more support liaisons across your top business markets to ensure your team can always reach out for support.