MicroStrategy Support

Keep your applications running smoothly and minimize risk with industry‑leading support.

You need a technology partner that can keep up with the speed of your business. That’s why we’re committed to delivering the support you need—24/7/365.

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Expert-driven resolutions

Our support engineers bring a wealth of MicroStrategy knowledge to the table to help you achieve high uptime and performance.

Round-the-clock coverage

Access 24/7/365 support for critical issues from our global network of trained and certified MicroStrategy professionals.

Exceptional service

We deliver outstanding support at every touchpoint, proudly maintaining customer satisfaction ratings exceeding 90% worldwide.

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Premium Support: Enhance Your Maintenance Plan

Add-ons to insure your intelligence investments—helping you achieve peak performance.

Premium Support Options

Extended Support

Get 24/7/365 telephone support for priority issues you experience when applying after-hours OS system updates, performing upgrades, or deploying new applications. Two additional Support Liaisons expand the capacity of your internal support team to log, escalate, and resolve cases across different time zones. At this tier, you also receive 4 Architect Education Pass subscriptions featuring access to 50+ courses, learning paths tailored to all 12 certifications, and exclusive access to the Expert.Now video chat service.

  • Off hours help to resolve issues that may arise during your deployment cycle.
  • Flexible support for your users working across departments, locations, or time zones.
  • Extended capacity for your team to work directly with our experts on open cases.

Premier Support

Collaborate with a single point of contact who knows your environment, advocates on your behalf to help accelerate issue resolution, and manages your caseload to closure. At this tier, you’ll receive up to 200 hours of service each year from a dedicated Enterprise Support (ES) resource who can host weekly case management meetings, hold regular office hours, and provide other routine support. You’ll also be able to designate 6 Support Liaisons to log cases with MicroStrategy Support, and you’ll receive 6 Architect Education Passes for the duration of your subscription.

  • Expert-driven caseload management and assistance from a single SME.
  • Faster resolutions working directly with a support point-of-contact who understands your environment.
  • Comprehensive coverage when you’re actively building new apps, using enhanced functionality, or operating multiple environments.

Elite Support

Work with a set of dedicated support engineers on every case you open and help you achieve 100% uptime for mission-critical and customer-facing applications. Your engineers understand the technical nuances of your environment and collaborate with you directly with to work your issues to closure. At this tier, you receive up to 400 hours of support from you dedicated ES resource, designate 8 Support Liaisons to log cases with MicroStrategy Support, and receive 8 Architect Education Passes for the duration of your subscription.

  • A set of dedicated support engineers who work your issues to resolution.
  • Expert, root cause analyses based on a deep understanding of your technical environment to help you avoid reoccurrence down the road.
  • Extensive coverage for your mission-critical applications that process massive volumes of data or for your customer-facing apps that need to seamlessly scale to serve thousands.
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Enterprise Support Benefits

Did you know that your maintenance plan includes upgrade and advisory services?

Discover the expert-led services you can receive via support plan benefits to help you implement your upgrade, enhance performance, leverage big data, and more.

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Compare Support Benefits

Standard

Extended

Premier

Elite

Multi-Channel Support:

Connect with our experts via online portal, telephone, or email to manage cases during standard business hours.

Software Update Access:

Download platform releases, updates, patches, and more when they are made available in a centralized, easy-access source.

Dedicated Support Liaisons:

Increase your team's capacity with more resources who can work directly with our support experts to resolve cases.		 2 4 6 8

Architect Education Passes:

Access our entire online catalog, persona-based certifications, and the Expert.Now video service with your premium support subscription.
Learn more about Expert.Now »		 0 4 6 8

24x7 Support for P1 and P2 Issues:

Access round-the-clock support for critical issues that may arise during your after-hours deployment and migration cycle.

Dedicated Enterprise Support Resource:

Use your extra ES hours to escalate and expedite resolutions, develop future plans for upgrades, and much more.
Learn more about Enterprise Support »		 Eligible for up to 200 dedicated ES resource hours per year Eligible for up to 400 dedicated ES resource hours per year

Weekly Case Management Meetings:

Leverage your dedicated ES resource as a centralized support advocate who actively manages your open caseload to closure.

Resolutions by Dedicated Support Engineers:

Collaborate with dedicated support technicians to troubleshoot issues, determine the best solutions, and resolve your cases

Additional Support Resources

MicroStrategy Community

Explore our knowledge base and share expertise with MicroStrategy users worldwide.

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Product Support Lifecycle

Learn how long releases will be supported and how to migrate or upgrade your MicroStrategy implementation.

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Drivers and Connectors

Find the latest install and support information about the data sources that you leverage to power your intelligence applications.

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Support Contacts

Get in touch with your regional experts.

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Online Portal

Log in to open or manage cases.

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Achieve Peak Performance with Premium Support

Our global MicroStrategy Services team provides industry‑leading support that helps you achieve system availability and uptime goals—so you can maintain a solid foundation for enterprise analytics at scale.

Contact us today to:

  • Personalize your support

    Explore how our premium support tiers provide dedicated support architects and engineers who know the ins and outs of your environment.

  • Expand your coverage

    Learn how we deliver 24/7 coverage on a global scale working with experts based in regional support centers across time zones.

  • Boost your capacity

    Staff more support liaisons across your organization to ensure your team can always reach out for support.