MicroStrategy Customer Service and Technical Support

Analyst 2 with 5,001-10,000 employees
We have 24/7 technical support. They're incredible. We have the extended support plan, so we have actually an account rep assigned to us. If you go for the extended support plan, it's unbelievable. You email him and you've got someone talking to you within an hour; they're working to solve your problem. They'll go through iterations. Sometimes, they'll be taking shots in the dark, but it's IT, it happens; shut it off, turn it back on, things like, you've got to do the basics first. But they have some incredible resources on their team. The majority of people that I talk to, that I get onboard with, absolutely understand our business model, how we incorporate MicroStrategy into it. But it's the occasional person who you get and you say, "Hey, I already did this troubleshooting stuff, etc." and they say, "Well, why don't you try this?" and you tell them, "Well, if you read my paragraph, I've done that three times." It's just like one in 10 that you get someone like that, but I think you're going to have that everywhere. Then you've got some people who know us by name, they know who we are. When we request support, they are the people who come to us. Creating that relationship with the support team has been absolutely incredible for us. We have had production problems, Enterprise Manager problems, and they're right there every step of the way, going through our installations, making sure things are coming through properly. In the event that we do have problems, they are always there to support. I think that's been huge for us. View full review »
Brad Walker
BI Analyst at a healthcare company with 1,001-5,000 employees
We like the tech support. They have done a number of things to help us out. They have sent us to rapid response before, when we really needed them. They have gotten back to us as early as a day, maybe half day, and even within an hour. We have had positive experiences with them. There are areas that I can specify that they can improve in, but I think that is with any help desk or technical support. View full review »
Mobile Consultant at a tech vendor
I've learned by trial and error, but I've been working in it for about 10 years, so I've seen everything. We do use support occasionally in our company, for the bugs that we can't find a solution for. They have different levels of support. The front-line support is okay resolving problems. I couldn't put a percentage on it, but once it escalates up to the next it usually gets resolved. They've got a robust knowledge base that's open to the public, in the Community. You can literally search any problems there and somebody else has usually encountered it. You can fix a lot of problems yourself using the knowledge base, or talk to service. They usually fix the problems pretty fast. View full review »
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Technical Project Manager at a tech services company with 501-1,000 employees
We will occasionally reach out to tech support. One of our Dev guys actually used to work for MicroStrategy, so he is our guru. He will occasionally reach out to MicroStrategy for error bug fixing, etc. However, it is very few and far in-between. View full review »
Senior Functional Front End at a non-tech company with 10,001+ employees
It was necessary that they would assist when there were problems. They are knowledgeable. View full review »
BI Analyst Manager at a insurance company with 10,001+ employees
Tech support is definitely knowledgeable. We have worked with them since 2010. View full review »
Senior Management- Project at a tech services company with 10,001+ employees
We have our technical support team, but we have interfaced with the MicroStrategy technical support on several aspects. Most of the time, they are knowledgeable. We hear this from our customers mostly (about waiting long times for responses). Those customers that approach us, we have the right sort of contacts to give them the answers quickly. It is the customers that have direct interactions with MicroStrategy where we hear mixed reviews. View full review »
Director Analytics And Data Management at a engineering company with 10,001+ employees
We've submitted technical support tickets but it's never been anything where it was like "the boat was sinking" and we had to call technical support. Regarding the tickets, I would give the response to them a lukewarm rating. View full review »
Hayward Wilson
Senior Applications Developer at a comms service provider with 10,001+ employees
I have not used support, but I know a couple of my team members have. They did come through for us. I am not sure if it was tech support or if it was sales support. I can't remember when they did that, because there was a person that was helping us almost full-time to get the product implemented and get some of our first reports to them. View full review »
Director Of Healthcare Economics at a healthcare company with 1,001-5,000 employees
My team has a little bit, I have not personally. I know they have used support for some administrative stuff, but I do know our team is very hands-on. They will go research stuff on their own, too. They use a combination of the two, but I have not heard of any specific issues per se. I would say one thing that I probably get from a lot of customers is that based on our industry, they do not necessarily understand our industry as much as we do. Therefore, when we come to them with a problem, they might know more of a generalized solution, but not one targeted to our industry. View full review »
Product Manager at a tech services company with 5,001-10,000 employees
We do use the community a lot in terms of understanding some of the best practices and the like. We've never really reached out to support because we also have a couple of partners that we work with, so they help us with the consulting and any support requirements. View full review »
Brian Fleenor
Consultant at a tech services company with 1-10 employees
They're actually pretty good. It's support, it's a difficult job. They're actually really good. View full review »
Brad Cutler
Enterprise Analytics Manager at a retailer with 1,001-5,000 employees
Tech support has been great, very responsive. We usually hear back within a day. We usually email them and that works out perfect. The right person always gets back to us. We usually hear about updates every couple of months. View full review »
Platform Data Visualization Architect at a pharma/biotech company with 10,001+ employees
This is an area that could somehow improve, because the support was not exactly as responsive as we had hoped for. It is the reason why we utilized the MicroStrategy Community for solving these issues. View full review »
Staff Software Engineer at a financial services firm with 10,001+ employees
I would give them eight, eight out of 10. Sometimes there is a delay, because I am based out of Asia Pacific region. The support is usually done during the US business hours. There is a delay and it is difficult. If I am facing an issue today, then I have to wait for the US folks to come on and look at my problem and provide a solution, which I may see tomorrow. There is a one day delay. This goes on for different cases that I open. We are planning to take the Asia Pacific support license as well. We will see how it goes. View full review »
Fidel Nkwocha
Developer at a renewables & environment company with 1,001-5,000 employees
During installation I had some trouble, I created actually a couple tickets with the support department and Micro Strategy helped us straighten those out. They were very knowledgeable. View full review »
Barry Gallegos
Strategic Services Executive at a hospitality company with 1,001-5,000 employees
We have used technical support a couple of times. It was more or less at a level that had to do with web Java errors and stuff like that. Other than that, we pretty much use the knowledge base. We feel that Microstrategy's community is a good forum to use. View full review »
Mostafa Alinejad
Senior BI Developer at a individual & family service with 501-1,000 employees
For technical support, it depends. Sometimes, they are very quick and very supportive. Sometimes, nothing comes back. Sometimes, I give them a 10 out of 10, and sometimes, I give them a two out of 10. The problems are mostly in L2 or L3. View full review »
BI Administrator at a tech services company with 1,001-5,000 employees
I like them. They have very good technical support. View full review »
Sales Performance Manager at a government with 10,001+ employees
I have not used technical support. View full review »
BI Developer
I have not personally used technical support, but people on my team have. View full review »
BI Team Lead at a healthcare company with 501-1,000 employees
In the last three years, I have probably opened three tickets. However, they do not get back to you quickly at all. The longest I waited for them to get back to me was a week. Historically, MicroStrategy has been a technical solution. You could just call and get somebody on the phone. Now, you never know if you should call or you should open a ticket online. And then, if you get the ticket open, is someone going to call you back? The last couple of weeks been better. Last year, I complained to MicroStrategy quite a bit about the technical support. I do love the tech notes, I do love the online community. I think that's very helpful. View full review »
Aurelio Gutierrez
BI Engineer at a tech services company with 1,001-5,000 employees
It has gotten better. Before you had to go through Level 2, then Level 3 of support to get your questions answered. Now, even Level 1 could answer your intermediate questions, though there is still room for improvement. View full review »
Anil Mallavarapu
Senior Analyst at a retailer with 1,001-5,000 employees
We have used tech support many times. Sometimes they're knowledgeable. I would say that there is a lot room for them to improve. The time that I spend with the technical support, if I'd spent the same amount of time doing my own research on the knowledge base side, I could get pretty much the same thing. Some of the technical support guys are really awesome, but others... View full review »
Software Development Management
Technical support is knowledgeable. The right person gets back to us whenever we email them. I would rate them as an eight out of 10, most of the time. View full review »
Sunil Nandamudi
IT Consultant at a healthcare company with 1,001-5,000 employees
I sometimes use technical support. When I do, I have found them to be helpful. The right person answers me when I contact them. View full review »
Senior Manager at a retailer with 10,001+ employees
Whenever we have had some issues, we have contacted the technical support, and they are knowledgeable. However, it never really gets to the point where we are contacting them, because a lot of resources are available on MicroStrategy's support site, which is helpful. View full review »
Janis Dreimanis
Operational Risk Manager
We haven't used tech support directlly, we have our partners to help us. View full review »
Project Manager at a tech vendor with 1,001-5,000 employees
I would rate tech support seven out of 10, in terms of response and issue resolution. View full review »
Christie Schroeder
BI at a comms service provider with 1-10 employees
The technical support is good. We always get very responsive care, but we are a reseller so we probably get a little bit more support. View full review »
Director at a tech services company with 11-50 employees
I would rate technical support at seven out of 10. View full review »
BI Analyst at a financial services firm with 1,001-5,000 employees
We use tech support. They're knowledgeable and easy to contact. View full review »
Anurag Singh Chauhan
Business Intelligence Engineer at a leisure / travel company with 10,001+ employees
Customer Service: Very average customer service. Sales is very responsive, but technical support is below average. Technical Support: Below average. View full review »
Senior Manager of Engineering at a tech services company with 10,001+ employees
A nine out of 10. View full review »
BI Developer at a manufacturing company with 1,001-5,000 employees
They are pretty good most of the time. There have been a few times that I have left a message and not been called back for at least a day or two. View full review »
FPNA Analysts at a mining and metals company with 1,001-5,000 employees
I have not used technical support yet. View full review »
Alexs Thompson
Data Engineering Leader at a Consumer Goods with 10,001+ employees
Technical support is awesome. I have a specific contact who answers me correctly when I ask questions. View full review »
Anton Cui
Solution Executive DAG at a tech company with 51-200 employees
I would rate technical support as an eight out of 10. View full review »
Ganesh Dalal
Project Manager at a tech services company with 10,001+ employees
We have not contacted the tech support team. View full review »
Find out what your peers are saying about MicroStrategy, Microsoft, Tableau and others in Business Intelligence (BI) Tools. Updated: August 2019.
364,992 professionals have used our research since 2012.
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