Technical Support™
MicroStrategy Professional Services
MicroStrategy Technical Support is the Cornerstone of
Your Investment in Business Intelligence
MicroStrategy Technical Support ensures the success of your business intelligence investment. A stable, reliable, and peakperforming business intelligence (BI) environment promotes user adoption and increases your return on investment. We take
pride in the fact that MicroStrategy’s Technical Support is widely regarded as the best in the BI market. Our Technical Support
team will help your organization maintain the level of performance required to successfully compete in today’s marketplace.
MicroStrategy Support Plans
All MicroStrategy Technical Support plans offer the core benefits of Standard Support. We believe that every customer, at a minimum,
should subscribe to Standard Support to protect the integrity of their BI investment.
“When we had a tough problem with a
mission-critical production system
that’s used by our business partners,
MicroStrategy’s technical support
was quick to recognize the urgency of
our situation. Their engineers worked
diligently to ensure that our issue was
completely resolved. I have the highest
regard for their professionalism and technical skill, and I consider MicroStrategy’s
technical support group the best.”
– Senior Data Warehouse Engineer,
CNet
Standard Support
Extended Support
MicroStrategy Standard Support is required for all first-year
Today’s managers know all too well that business is no longer
software customers to ensure that your BI investment is well-
limited to business hours. Opt for MicroStrategy Extended
positioned for stability and future growth. Standard Support
Support and rest assured that your business intelligence
provides you with: access to the latest MicroStrategy software
platform is supported around the clock, 365 days per year.
releases and updates; a minimum of two customer-designated
Extended Support provides you with access to technical sup-
support liaisons (the primary points of contact between your
port engineers via telephone during technical emergencies,
organization and MicroStrategy Technical Support); and live
for instance when a production system is down, or a feature
technical support during standard business hours. Support
of a production system is seriously affected. That’s 24x7x365
liaisons may contact Technical Support via phone, e-mail, fax,
support from MicroStrategy, and a good night’s rest for you.
or the Online Support Interface.
Support liaisons have 24x7 access to MicroStrategy’s technical
support Web site, which includes the Online Support Interface,
the Knowledge Base, Customer Forums, and the Download Site.
Technical Support with a Personal Touch
PROFILE OF A DEDICATED SUPPORT ENGINEER
Managed Support
Elite Support
Many customers prefer MicroStrategy to take a more hands-on
Elite Support customers benefit from the close-knit relationship
approach. MicroStrategy Managed Support, in addition to the
that develops between MicroStrategy Technical Support and your
benefits of Standard Support, provides you with an assigned
organization. Not only do Elite Support customers receive 100%
case manager. Your case manager provides basic account man-
of the services offered by Technical Support, including a dedicated
agement services, including reviewing and monitoring all of your
engineer, 24x7x365 critical support, and environment replication,
technical support cases, and establishing and leading recurring
Elite Support customers also play a key role in MicroStrategy’s
project status calls. Any of your technical support cases requiring
ongoing product development. For example, nearly 30% of issues
escalation will be brought to the attention of, and managed by,
addressed in service releases were driven by Elite Support custom-
your assigned case manager. Together we build a partnership
ers, and nearly 50% of emergency fixes were released specifically
you can depend on.
for Elite Support customers. Additionally, Elite Support customers
Dedicated Support
Some customers’ BI environments are more complex than
others, and will benefit greatly from the personal attention
programs. The feedback we gather from our Elite Support
customers allows us to improve our future products.
Your Dedicated Support Engineer is a highly
provided by MicroStrategy Dedicated Support. The hallmark
All of our Elite Support customers have access to MicroStrategy
trained and experienced member of two teams:
of Dedicated Support is the dedicated support engineer. Each
Technical Support around the clock. This includes after-hours
MicroStrategy’s and yours.
dedicated support engineer is a highly trained, MicroStrategy-
phone access to technical support engineers for any critical issues,
certified engineer who has been promoted from within
as well as regular on-site visits by your dedicated support engineer.
MicroStrategy, is an expert in all areas of the MicroStrategy
MicroStrategy maintains a copy of your metadata in-house which
suite of products, and receives extensive and ongoing training
greatly reduces the amount of time it takes to diagnose and
in customer service.
resolve issues, as well as increases the accuracy of the resolution.
Another key benefit of Dedicated Support is environment
Along with knowing your environment, your dedicated support
replication. MicroStrategy maintains a copy of your metadata in-
engineer knows how you work. They know what you expect from
house, which leads to faster case resolution in situations requiring
your BI implementation and how quickly you expect it. Working
us to recreate your technical environment. With environment
directly with you, our engineers ensure that your environment is
replication, responsibility for troubleshooting largely shifts from
stable, available, and reliable at all times.
Your Dedicated Support Engineer:
» H
as been promoted from within MicroStrategy
» Is an expert in all areas of the MicroStrategy suite
of products
» H
as extensive and ongoing training in
customer service
» H
olds a degree in technical areas of study such as
Computer Science, Decision Information Systems,
Computer Applications, Engineering
the customer to the dedicated engineer. The engineer is able
to test and gather data around an issue without additional work
by your support liaisons. Relax. We’ve got you covered.
2
are offered the opportunity to participate in MicroStrategy Beta
With Elite Support, we have a stake in your growth and you have
a stake in ours.
Select the Support Plan That Suits You Best
MicroStrategy understands that your technical support needs are unique and may evolve over time. From your first Pixel
Perfect
SM
report to the latest software upgrade, our engineers stand prepared to assist you. We are delighted to offer five
distinct technical support plans, one of which is sure to address your business requirements. MicroStrategy Technical Support
provides unmatched service to our worldwide customers and partners through commitment to customer satisfaction and
dedication to personalized support.
MicroStrategy Technical Support Plans
SUPPORT COMPONENTS
elITE
DEDICATED
MANAGED
EXTENDED
“MicroStrategy Technical Support is
the best I’ve seen in the business. Their
response times are excellent and escalations are never a problem. It’s great
to see such commitment to resolving our
support issues.”
– CenterForce Technologies, Inc.
STANDARD
Regular On-Site Review Meetings
Prioritized Bug Requests
Priority Involvement in Beta Programs
Prioritized Product Enhancement Requests
“Thank you MicroStrategy Technical
Support for always providing technically
sound advice as quickly as possible. You
have set the standards high for quality
software and services.”
– Director Decision Support Systems,
Estée Lauder
Dedicated Support Engineer
Environment Replication
Weekly Status Reports
Critical Issue Notification
Assigned Case Manager
Recurring Project Status Conference Calls
24x7x365 Critical Tech Support
option
option
option
Weekend Assistance
option
option
option
4
3
3
3
2
Multi-Continent Support
option
option
option
option
option
Additional Support Liaisons
option
option
option
option
option
New Software Releases and Updates
Multi-Channel Communication
Customer-Designated Support Liaisons
Knowledge Base Access
“Having a dedicated support engineer
who truly understands our environment,
our project plans, and our deadlines
has proven to be invaluable. We have
built a strong partnership with Technical
Support and our Dedicated Support
Engineer over the past year; this has
been a crucial part of our success with
MicroStrategy.”
– Director, Applications Development,
Premier, Inc.
3
Renowned Commitment to Quality
MicroStrategy Ranks #1 in Product Support Quality According to The BI Survey 7
MICROSTRATEGY TECHNICAL SUPPORT
The quality of a vendor’s product support is becoming increasingly critical as BI becomes more integrated into an organization’s
MicroStrategy Technical Support ensures the
operations. Better product support often results in higher application success and helps to ensure customers get full value from their
BI investments. The BI Survey is the world’s most comprehensive independent survey of the BI market space. For the third consecutive
year, MicroStrategy’s product support was rated “Excellent” more often than any other vendor in the peer group by The BI Survey 7.
success of your investment in our technology.
We provide unmatched service to our worldwide
customers and partners through commitment to
customer satisfaction and dedication to personalized
Rank – Product
Support Quality
Rating
Product Support
Quality Rating
% of Respondents Who
Received Excellent
Product Support
MicroStrategy
1
7.05
31.5
Cognos Analysis
2
6.29
25.5
Cognos Reporting
3
5.83
14.0
SAP BW
4
5.73
10.0
ABOUT MICROSTRATEGY
Crystal Reports
5
3.72
10.6
Founded in 1989, MicroStrategy is a global leader
Hyperion Essbase
6
3.50
6.7
in business intelligence technology. MicroStrategy
BusinessObjects
7
2.73
7.0
provides integrated reporting, analysis, and monitoring
Product
Source: Table compiled by MicroStrategy using data from The BI Survey 7.
Key: Higher number means greater product support; higher numbers mean greater % of customers citing excellent product support.
Note: Rank is relative to the peer group.
support. To find out more about MicroStrategy
Technical Support, call 703.848.8700 or visit us
at www.microstrategy.com/support.
software that helps leading organizations worldwide
make better business decisions every day. Companies
choose MicroStrategy for its advanced technical
“Once again, MicroStrategy was the top performing BI vendor among this peer group when it comes to quality and timeliness of
capabilities, sophisticated analytics, and superior
product support,” reported Nigel Pendse, author of The BI Survey 7. “Among this group, MicroStrategy had more top ratings for
data and user scalability. More information about
support and the fewest customers complaining of poor support. This must be, at least in part, due to the stability and consistency
MicroStrategy is available at www.microstrategy.com.
of MicroStrategy’s products, which were all developed by one company using a single architecture, rather than being assembled
from multiple origins. MicroStrategy remains fully focused on a single product line, unlike the large, general-purpose vendors who
provide the least product support.”
For more information about MicroStrategy Technical Support, call 703.848.8700 or visit www.microstrategy.com/support
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