MicroStrategy understands that our customers' technical support needs vary and may evolve over time, which is why we offer five Technical Support plans designed to suit a wide variety of customer requirements.
Standard Support
Standard Support includes:
- New software releases and updates
- Live technical support during standard business hours as specified for your region on the Contact Us page
- 24/7/365 access to the Knowledge Base
- Multiple contact channels – telephone, e-mail, fax, and online
Extended Support
Extended Support offers all the benefits of Standard Support, plus:
- 24/7/365 critical technical support (English only)
Managed Support
Managed Support offers all the benefits of Standard Support, plus:
- An assigned case manager that acts as an escalation point, responsible for account overview and regular review of all customer cases
- Recurring project status conference calls
Dedicated Support
Dedicated Support offers all the benefits of Standard Support, plus:
- A dedicated support engineer directly responsible for working on your cases
- Environment replication – a copy of your metadata is maintained by MicroStrategy
- Weekly account status reports
- Critical issue notification
- Recurring project status conference calls
Elite Support
Our highest level of support, Elite Support offers all the benefits of Standard Support, plus:
- A dedicated support engineer directly responsible for working on your cases
- Environment replication – a copy of your metadata is maintained by MicroStrategy
- Weekly account status reports
- Critical issue notification
- Recurring project status conference calls
- 24/7/365 critical technical support, including weekends and holidays
- Regular on-site visits by your dedicated support engineer
- Prioritized product enhancement requests
- Priority involvement in Beta programs
- Prioritized bug requests
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