Welcome to Strategy Technical Support.
Please refer to the following guidance to ensure that you receive prompt service:
Please click here to see our contact information
Support liaisons
- Only designated support liaisons may open cases
- Depending on your level of support, you will be capped at 2, 4, 6, or 8 support liaisons
- We limit your support liaisons not as an inconvenience, but to mitigate redundant cases
- Support liaisons must be personal email addresses, not generic accounts shared by many users among your organization
- Support liaisons can access support via three channels: web portal, phone, and email
- Please review our policies and procedures, found at https://www.microstrategy.com/us/services/support, for more details on support liaison expectations and case procedures
- Only Support Liaisons may request a license key.
- Instructions on how to request a license key can be found here.
- If Support Liaisons need to ever change, please open a Support case requesting for an update.
Support Levels
We offer the following four levels of tech support. For more information, please review the policies and procedures.
- Standard support includes break-fix tech support via web portal, phone, and email during standard work hours
- Extended support adds 24x7 coverage for critical (P1 and P2) issues
- Premier support adds a Technical Account Manager to oversee and coordinate support activity
- Elite support adds a designated support engineer to work each case you open
Opening cases via web portal
- You can access the customer support portal at https://mymicrostrategy.force.com/support
- Opening cases via the portal will provide you with an immediate case number and email confirmation. You may then upload all case-relevant files for support engineer review.
- When opening a case, please include all pertinent information, including but not limited to the following:
- Screenshots of any error messages
- HIPAA Customer Support Enviroment compliant customers will have this feature disabled
- Steps to reproduce the issue
- When the issue occurs (when it was first observed, frequency, etc.)
- The impact of the issue
- As summary of any troubleshooting that has already been done or technotes that have already been reviewed
- Always indicate the environment stage (QA, DEV, PROD or other) and project in which the issue is occurring
- Click here to find Step by Step instructions on how to open a case
Opening cases via phone
- We recommend calling for all critical/urgent cases
- If you are calling for an existing case, please make sure to have the case number on hand; you will be routed to the engineer handling that case
- If the engineer handling the case is not available, you will have the option to speak to another engineer or leave a message
- Phone support is available Monday – Friday, 9am to 7pm (local times)
Open cases via email
- All email communications for any technical issue should be sent to the appropriate support center's email address (the list can be found at https://www.Strategy.com/us/services/technical-support/support-contacts).
- When emailing about an existing case, always include the case number in the subject line
- Do not send to any other inter-department emails, as this will not allow us to effectively track your inquiries (you may cc whomever you need, though)
- Please send a separate email for each issue. Our email processing assigns specific emails to specific cases, and combining case creation/communications requires additional review
- Please note that if a file is attached to an email that is either above 5 MB or coming from a customer with an active Business Associate Agreement, the email will be rejected. If a file needs to be transferred to support and your requirement meets either of the aforementioned requirements, please see the Transferring Files and Information Section below.
Extended support: 24x7 assistance
- We sell Extended support for customers with mission-critical deployments. Extended customers receive 24x7 coverage for all critical issues (P1 and P2 cases). For a full definition of our case priority levels, please refer to the policies and procedures.
- P1: A production system is down and there is either no workaround available or the workaround is not feasible due to its impact on the Customer's business. The issue may be a result of a defect, enhancement, misconfiguration, or software conflict
- P2: A feature of a production system is seriously affected and the available workaround is not feasible due to the impact on the Customer's business. Or system development is halted and there is a severe impact on the Customer's ability to continue development. The issue may be a result of a defect, enhancement, misconfiguration, or software conflict.
- Designated support liaisons can contact live technical support 24x7 for production-related P1 and P2 issues by calling the designated 24x7 support phone number.
- During weekdays, this phone number "follows the sun," directing you to whichever call center is currently open.
- Over the weekend, you will be prompted to leave a message. An on-call engineer will call back within 15 minutes.
Transferring Files and Information
