Policies & Procedures
The MicroStrategy Technology Services team looks forward to working with you. Detailed in this section are the policies and procedures, which are meant to provide a framework for an effective and productive relationship with our customers. Please download the Technical Support Policies & Procedures Translated zipped file (.zip, 2.4MB) for your reference. The policy is subject to change at MicroStrategy's sole discretion. Notice of substantial changes to policies and procedures shall be posted to this Web site on or about the time such changes are made effective.
For customers, partners, and distributors (the “Customer”) who purchase Technical Support Services for software products licensed from MicroStrategy (the "Products"), MicroStrategy makes available Technical Support Services. Technical Support Services include answering questions over the telephone or via email with regard to the operation of the software and troubleshooting, online support, and updates. Only Customers with an active subscription to Technical Support Services may receive Technical Support Services.
Note: The Technical Support Services outlined in this document describe MicroStrategy’s Standard Support offering. MicroStrategy also offers Premium Support Services, which are further defined on the Support Offerings Page.
UPDATED April 13, 2009: Updated section 1.1 to no longer require written notice in order to update support liaison designations now that users are able to do this directly online. Section 2.4 was updated with new name and URL for MicroStrategy Discussion Forums (formerly MicroStrategy Customer Forum). Several other sections in the document that reference the forums were updated with the name change. Added a new phone number for Australia and updated phone numbers for UK and International Distributors.
UPDATED October 31, 2008: Appendix A has been updated with a revised naming convention for MicroStrategy's existing Technical Support plans and the introduction of a new Technical Support plan called Dedicated Support. The Priority 5 definition has been removed from Section 3.3, as there will now be only four priority levels. The links to the new support site have also been updated throughout the document.
UPDATED June 16, 2008: Information about Support Liaisons has been updated in section 1.1 of the Policies and Procedures document. Customers may now request to change their Support Liaisons six times per year with prior written notice to MicroStrategy Technical Support. Also, a new section, Providing Data to MicroStrategy Technical Support, has been added to the document outlining MicroStrategy's policy regarding receiving regulated data from customers. Please refer to section 3.6 of the Policies and Procedures document for more details. Some contact information for EMEA customers and partners has changed as well. Refer to section 7 of the Policies and Procedures document or to our Contact Us page.
UPDATED November 30, 2007: The Provisional Software Code Addendum (PSCA) has now been integrated to the Policies and Procedures with some minor modifications. Please refer to section 3.3.2 of the Policies and Procedures document for more details. Effective November 30, 2007, customers no longer have to submit a signed PSCA to obtain provisional code and will only be notified that they are receiving such code that is subject to the terms in Policies and Procedures.