Dear Community users,
The fall is always a busy time for both our customers and the Technical Support team at Strategy. Many businesses are working on upgrades, new projects and code freeze deadlines ahead of year end, and we work diligently to support you in these activities. Even with this high demand, the Technical Support team has significantly improved our overall performance throughout the last quarter. We’ve seen progress in our response time service levels, time to close logged cases and customer satisfaction. That being said, we still have room for improvement and we’re working hard to strengthen your trust and confidence in Strategy Technical Support.
As mentioned last quarter, we have started releasing quarterly support guidance that will include FAQs about our product releases. The Q4 2016 support guidance is attached to this post.
We have made several positive changes in Technical Support that are designed to improve customer experience and help increase the value of your investment in the Strategy platform. We wanted to update you on a few of these:
1) Increased Transparency: We are now providing online access to case progress that allows you to check status at any time of the day or night. Through this access, you can see the current status of open cases, the next milestone pending resolution in your cases and an estimate of when the next milestone will be complete. This information can be viewed in one spot on our support site.
In addition, Technical Support Engineers will continue to communicate frequently with you, but this online list is another tool for you to connect with Strategy.
2) Technical Support Survey: We are committed to our partnership with you, and your feedback matters to us. To strengthen our relationship, we are sending a support survey after every interaction with Strategy to solicit your feedback. The survey link is in the email signature of every Technical Support Engineer. It allows you to provide your feedback at any point during the life of the case.
The survey is simple and will only take a short time to complete. It includes a 1-5 star rating of your experience along with a comments section. We very much welcome your feedback and encourage you to provide us feedback after each interaction.
3) Free Strategy Desktop™: We're thrilled to announce that Strategy Desktop is now free! (Please see press release) Free Desktop marks an important milestone for the Strategy platform.
Online support will be provided to users who download Strategy Desktop.
4) Updated Support Policy: During Q3, we updated our Technical Support Policies & Procedures to reflect the new designations for our product versions, Platform and Feature Releases. The support update explains the scope of technical support and lifecycle of the release types. You can find the updated policy on our website in all nine languages that Strategy supports.
5) General Availability of 10.5 and 10.4.1: On September 15, 2016, the Strategy 10.5™ Feature Release as well as the Strategy 10.4.1™ Platform Release hotfix were made generally available. Both releases are available to download on our Enterprise Download Site or may be installed in the MicroStrategy Cloud ™. Mobile apps have been released on App Stores for both iOS and Android and are available worldwide. Learn more about Platform vs. Feature Releases by clicking here.
Strategy 10.5 Feature Release
Our Q3 Feature Release provides the latest set of platform enhancements on Windows and Linux for customers that want to experience the latest in analytics and new technology. The 10.5 release contains many functional improvements throughout Strategy Web™, Strategy Mobile™, Strategy Desktop and Strategy Server™, as well as fixes from 10.4.1. A reminder of functional highlights:
Strategy 10.4.1 Platform Release HF1
This Platform Release hotfix is a roll-up of critical patches and includes many stability improvements. As part of our new release strategy, each quarter we plan to simultaneously release a Feature Release with new functionality and a Platform Release hotfix (containing only security and stability improvements and requiring no metadata update). The 10.4.1 hotfix includes resolution of 163 defects for 86 customers across 125 support cases.
10.4.1 is the first hotfix on the 10.4 Platform Release, and is available on Windows, Linux, AIX, Solaris, and Strategy Cloud.
To find out more, please see our guides for Resolved Issues.
