If you have a question about a MicroStrategy product, you should first take the following steps:
Refer to the product manuals, online help, readme file, and release notes.
Consult the online knowledge base at the MicroStrategy website. See http://www.microstrategy.com/support/k_base.
Note: If your organization has a Technical Administrator, this person may be able to help you resolve your issue immediately.
The Knowledge Base is a repository of technical documentation aimed at providing 24-hours, seven-days-a-week online technical support. The Knowledge Base is located under the Knowledge Base’ link at http://support.microstrategy.com.
The Knowledge Base consists of:
Frequently Asked Questions (FAQs)
The Knowledge Base is available to all MicroStrategy employees, distributors, partners and customers with licensed, active maintenance agreements. It is also available to all evaluating customers for the duration of the evaluation period. The Customer can log on to the Knowledge Base via http://support.microstrategy.com after obtaining a MicroStrategy Internet account. Note: Access to the Knowledge Base is not restricted to Support Liaisons. All employees of a Customer are eligible to access the Knowledge Base.
To request a MicroStrategy Internet account, please complete the following form located on the MicroStrategy website: http://www.MicroStrategy.com/support/AccountRequestForm.asp.
If these resources do not provide you with a solution, a Support Liason should contact MicroStrategy Technical Support. The Online Support System is the mechanism in which the Support Liaison can log new cases with Technical Support or check the status of existing cases online. The Online Support System is located at http://support.microstrategy.com.
A "Support Liaison" is defined as a person whom the customer has designated as a point-of-contact with MicroStrategy’s support personnel. All customer inquiries and case communications must come through these named individuals. The customer may designate two employees to serve as their Support Liaisons. Customers may change their Support Liaisons two times per year, if necessary, so long as they provide written notice to MicroStrategy Technical Support of such change.
During the course of troubleshooting and researching issues, MicroStrategy Technical Support personnel may make recommendations that require administrative privileges on the MicroStrategy projects or that assume that the designated liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to potentially sensitive project data such as security filter definitions. Although not a requirement, we recommend that customers only designate Support Liaisons who have permissions to be MicroStrategy project administrators. This will eliminate security conflicts and improve case resolution time.
Please refer to the terms of your purchase agreement to determine the type of support available to you. Also refer to the technical information you should prepare to give to Technical Support, listed in Information needed for Technical Support.
Before logging a case with MicroStrategy Technical Support, the Support Liaison may follow the steps below to ensure that issues are resolved quickly:
Verify that the issue is with MicroStrategy software and not a third party software.
Verify that the system is using a currently supported version of MicroStrategy software by checking the Product Support Expiration Schedule at http://www.microstrategy.com/Support/Expiration.asp.
Attempt to reproduce the issue and determine whether it occurs consistently.
Minimize the complexity of the system or project object definition to isolate the cause.
Determine whether the issue occurs on a local machine or on multiple machines in the customer environment.
Discuss the issue with other users by posting a question about the issue on the MicroStrategy Customer Forum at https://forum.microstrategy.com.
Support Liaisons may contact Technical Support in the following ways:
Fax: (703) 848-8710
Phone: (703) 848-8700
Message: (703) 848-8709
Hours: 9 a.m. - 7 p.m. EST, M-F except holidays
Fax: +44 (0) 208 396 0001
United Kingdom: +44 (0) 208 396 0085
Benelux: +31 20 346 9210
Finland: +35 8 9 6937 9620
France: +33 1 41 91 86 49
Germany: +49 69 95096206
Ireland: +35 3 1242 1522
Italy: +39 02696 33 456
Spain: +34 91 406 90 10
International Distributors: +44 (0) 208 396 0080
United Kingdom: 9 a.m. - 6 p.m. GMT, M-F except holidays
Mainland Europe: 9 a.m. - 6 p.m. CET, M-F except holidays
Fax: +81 3 5456 5464
APAC (except Korea): +81 3 5456 5618
Korea: +82 2 565 2525
Hours: 8 a.m. - 5 p.m. (Tokyo), M-F except holidays
Fax: + 55 11 3044 4088
LATAM (except Argentina): +55 11 3054 1010
Argentina: 0 800 444 MSTR
Hours: 9 a.m. - 6 p.m. (Sao Paulo), M-F except holidays
The Online Support Site is a centralized location to log cases, check the status of existing cases, access product documentation, and search the Knowledge Base. The Online Support Site is located at http://support.microstrategy.com.
The Online Support Site consists of an online support system and the Knowledge Base.
Because this site identifies users by login, each Customer is presented with information specific to that Customer only. The security of Customer information is important to us, so we have taken the utmost care to ensure that no Customer will be able to access another Customer's information.
A MicroStrategy Internet account is required to access the Online Support Site. Licensed customers and partners of MicroStrategy may contact their organization's Support Liaison to request an Internet Account. They may also contact MicroStrategy Technical Support directly and provide the name of their referring Support Liaison.
It is the Customer’s responsibility to notify MicroStrategy if the Support Liaison terminates employment so that the employee’s MicroStrategy Internet Account may be deactivated.