When I first started working with it, I started with the basics and attempted to reach out to customer support, but the assistance I received was limited.

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The core technical stuff was great. But reaching them and getting a resolution took time. Once escalated to the India sales guy, things moved smoother. 

The challenge was providing them with proper context and materials. They'd ask for this or that; it took time. But their technical expertise was definitely good. 

We need to be patient with the initial communication and have the necessary infrastructure ready. We can't just throw production issues at them directly. We had to set up dedicated environments with management approval. But ultimately, they were supportive and did a good job.

In fact, they released platform updates for us in a couple of instances. Mobile and Android on MicroStrategy were always our biggest pain points, though. Device limitations meant they couldn't do everything.

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You can pay for customer service and get help with specific issues. They have different tiers of support, like first-line and so on. You submit a ticket and wait for a resolution. If it's simple, you might find some help. But for complex issues, they might just push it to the next product release.

So, overall, the support is pretty good. 

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I have contacted the technical support team of MicroStrategy. I rate the technical support a seven out of ten.

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I’ve dealt with a lot of vendors such as SAP, ESRI etc. I would rate them better than those but overall just average. You can talk to a MicroStrategy engineer in person if you call their support number. I find I mainly use their online tool and they will usually answer the question within a day or two. Any type of enhancements or bugs you will have to wait for another release or two before seeing a fix. We are signed up with the lowest support package offered.

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I have contacted the solution's technical support. My company has a separate team to reach out to the product's support team. My team does not directly contact the tool's technical team. The product's support team has the ability to provide solutions to issues. I was satisfied with the responses provided by the product's support team.

I rate the product's support team a seven out of ten.

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The customer support is great, I always get a timely response. 

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I have never contacted technical support.

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From my understanding, from my colleagues who use MicroStrategy, the technical support is fine. We've been satisfied with their level of service.

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Depending on the type of customer you are (by that, I mean on-premise or cloud), tech support is usually knowledgeable and does escalate issues to a more-experienced expert when required. Response time on issues is average and sometimes, you need to be on top of it to get things moving or escalate to your MSTR account rep.

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The technical support team resolves all our queries, but they don't provide 24/7 support. I'm working from India, and my customer is in the US. Whenever I raise a ticket, I get the response one day later. The only area of improvement for the technical support team is they should provide 24/7 support.

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We connected and wrote a question to them, which was answered in a few days. We checked the problem together and finally figured out it was something misunderstood.

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We had some problems. We have technical support for my clients because it's a big company. So, our technical service connected to the technical service of MicroStrategy, and they decided how to fix some problems. For example, we needed to add the time sort MicroStrategy to update the end date of the full time, top dates view from a specific time.

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I have not had any contact with tech support. We have our own team within our company for maintenance because we have one ticket to date that is open with the support team and we don't have answers for one week. I don't understand what's happening at times. But through this I can review the report or receive my problem. So of course I want to have an answer immediately.

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We have a regular call with MicroStrategy support once a week.

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MicroStrategy's technical support is fair.

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Their technical support is excellent. Technical support has been tremendous, especially for MicroStrategy. 

The user base for MicroStrategy is huge, and you have multiple platforms to post your question. I get a reply by the end of the day.

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Technical support is 3/5. Elite group customers get the best technical support vs regular customers, whose tickets get delayed.

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A nine out of 10.

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Technical support is good.

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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. 

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When it comes to technical support, we did have some issues. We waited a long time for someone from the support team to get back to us. 

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We don't leverage technical support a lot because we have our technical resources on-site, but if we do call them, they are good at responding.

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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.

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I would say their technical support quality has been a little questionable lately and I have brought up our concerns to their regional director. MicroStrategy has acknowledged my concerns and assured me that they are working towards providing a better quality of support.

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Like any technical support group, it depends on which individual you are working with. Some have been stellar. Others make you wonder if they’ve ever really worked with the software beyond basic training. Overall, they are better than most I’ve dealt with.

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Customer Service: GoodTechnical Support: Good View full review »

Technical support is quick and efficient.

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The level of technical support depends; if it’s an easy question, then they will quickly answer the question. I find the majority of my help via the knowledge base.

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I would rate technical support 8/10. I used to work in tech support at MSTR. It is a very well-run department; very efficient, lots of smart and hardworking people (from technical and non-technical backgrounds). The support engineers aren't always given all the tools necessary to do their jobs and sometimes; they're working with certain black-box components, which makes troubleshooting very difficult. This in turn can increase the case/issue resolution times. But these are only a small percentage of all cases. All things considered, it's a terrific department/team to work with as an employee and customer.

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Technical support is getting better; there has certainly been progress over the past year, but it still could be so much better.

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Tech support is definitely knowledgeable. We have worked with them since 2010.

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The technical support is okay. It could use some improvement. We aren't overly satisfied with their level of service.

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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. 

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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.

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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. 

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I would rate it as average as enhancements and defect fixes takes years or months to implement. Other than that, their turn around on issues will be quicker depending on the priority of ticket.

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The technical support is helpful. They are testing some issues regarding the metadata when one of the columns gets duplicated. They take the schema for us and divide it. It takes a while, but they help us because it is hard for us to do it ourselves.

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Their tech support was pretty good. They responded pretty quickly to all issues. 

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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.

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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. 

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Technically, the support team is very strong in terms of troubleshooting the MicroStrategy logs and other system logs. They also suggest a few best practices for better performance and maintaining a stable environment.

However, they ask for too many logs and files if a help request is raised. It would be helpful to have a centralized log.

The time zone of the support team and the development team is usually different. This delays the resolution time.

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Customer Service:

4 out of 5 – they have great tech support but are sometimes challenging to work with on contracts and pricing.

Technical Support:

5 out of 5 – they go above and beyond to resolve or enhance their product.

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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. 

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Technical support depends on which tech support center is answering your queries. The US-based tech centers are very good as compared to the centers in Asia.

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This software requires some training and technical expertise. MicroStrategy provides training sessions for users. They also provide technical support while installing the software and setting up the architecture, which is helpful. Technical support is very responsive and helpful. For larger organizations, they usually have a technical support specialist assigned who would answer any question via email or phone.

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Customer Service:

We have good support from consultant company and we don't works directly with a vendor.

Technical Support:

Same answer as above question.

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The responsiveness of their support can improve. There needs to be more support for system integrators.

I rate the support from MicroStrategy a three out of five.

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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.

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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.

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I find technical support very responsive. If they do not know the answer, they search for it until they find a solution that solves your problem. The community site has also a lot of information.

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Customer support is great but can still improve TAT.

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Technical support is 6/10.

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Customer Service: Unknown.Technical Support: Unknown. View full review »

There is no proper support. Their support needs to be improved. Whenever we call them, they ask us to get professional services. I previously took professional services for $2,000. When I reached out to them for another issue, they again asked me to go for professional services. I cannot pay for professional services every now and then.

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We are paying a lot for MSTR support but we're not getting the proper support that we should be.

We actually got technical support from one of the vendors (which was not cheap for us), but still, we couldn't make enough dashboards, even with their help. I rely on google for a lot of help. I've been manually creating my existing reports in PHP and MariaDB to MSTR.

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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.

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It was necessary that they would assist when there were problems. They are knowledgeable.

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I have not used technical support.

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Customer Service:

the customer service is usually pretty high , support responses to cases within a day or 2 , even for cases which are not P1 priority.

Technical Support:

Technical support is at a high level. Most of the time, they are quite accurate; most issues are solved within 2-3 iterations, even without remote login to the servers, which is not possible most of the time.

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Technical support continues to struggle a bit, although our recent downgrade of support level from Elite to Premium has been a good one. Our assigned technical account manager (TAM) has been doing a great job shepherding our various issues/enhancement requests effectively.

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Technical support is a six out of 10. For example, MicroStrategy closed their office in Russia. Before that, customers could solve problems with the product through us, due to the lack of a Russian-speaking support line. After the office closure, they simply did not renew support.

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MicroStrategy support could be more responsive. About 10 or 15 years ago, they were winning technical support awards, but I've not seen anything like that in the last few years. So I think there's a lot of room for improvement in their technical support.

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Technical support is very good.

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They're actually pretty good. It's support, it's a difficult job. They're actually really good.

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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.

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I am not really a great fan of tech support, because my project’s issues didn't get solved or the response was not quick.

However, there is a discussion forum on the MicroStrategy Community site. You can post any technical/tool-based questions and you will get a fast response. It also has a knowledge base, which has many posts/tech notes written to provide solutions to the different kinds of problems. This community is really awesome, with many blogs/articles on MSTR.

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Technical support is decently good.

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There is a community site where developers can ask questions and get answers from other developers and experts, as well as MicroStrategy tech support. The community also has a pretty decent knowledge base in the form of tech notes, which provide information about known defects, issues and workarounds.

We have a support contract and regularly work with tech support on issue resolution, etc. I would give them 5/10, simply because, at times, the reps aren’t experienced enough and need a little hand-holding, which you wouldn’t expect considering they are the vendor and should know more or should be on par with the person asking the questions. Issue resolution also take a lot of time.

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For MicroStrategy support, I give 8 out of 10.

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I would rate tech support seven out of 10, in terms of response and issue resolution.

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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.

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I would rate the technical support as about 7/10.

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Support is for technical issues, e.g., my installation does not work or I have a bug. It doesn't help you if you want to define new business rules and you would like to know what is the best way of doing this. Support will forward you to their consultants for these kind of questions.

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I would rate technical support a six out of 10 (one-worst 10-best). Based on the level of support (Gold) we had, I have found tech support a bit sluggish. We had already resolved issues with workarounds before technical support came up with solutions.

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Unfortunately, over the past five years, fewer capable first-level technical support technicians have been able to answer my questions. The quality of technical support expertise has degraded and there is more reliance on the MicroStrategy community users to help each other than from the vendor.

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Customer Service:

We solve most of the issues with the knowledge base or the discussion forums. To date we had no interaction with the customer service apart from some help we needed for upgrading from version 7 to version 9.

Technical Support:

The knowledge base is extensive and covers 90% of the problems we may face. For the rest, we manage to find alternatives thanks to networking, blogs, forums, etc.

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We haven't used tech support directlly, we have our partners to help us.

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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.

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I sometimes use technical support. When I do, I have found them to be helpful. The right person answers me when I contact them.

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I would give the technical support a 8 out of 10 rating.

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I rate technical support a 4.5/5.

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This is not an area I have to deal with much but from what I have heard it seems to be good.

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I rate technical support 2.5/5.

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I rate technical support 1.5/5 because they hardly ever help you with problems and when they do it's very late.

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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.

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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.

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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.

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We have had no technical issues.

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Customer Service:

Good

Technical Support:

Good enough

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Technically, we don't need Microstrategy support. We typically handle troubleshooting ourselves.

That said, on the production side, we're happy to coordinate with support, however, we've rarely faced any issues that would require assistance. 

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Their technical support is very nice.

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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...

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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.

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I have not used technical support yet.

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Customer Service:

Very average customer service.

Sales is very responsive, but technical support is below average.

Technical Support:

Below average.

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Technical support is poor. You have to read their manuals and that's pretty much everything you have.

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In South Africa, the level of support is very limited to Johannesburg. Very few local partners exist that support the application, compared to other tools in the market. I would, therefore, rate the level of technical support specifically in South Africa as mediocre.

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Technical support has improved a lot in terms of response time as well as technical know-how. The trend was observed with the release of major version 10.x.

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In some cases MicroStrategy took too long to respond the opened cases, what made the clients very upset and disappointed.

I believe the customer service needs to improve. It can be better.

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Customer Service:

8 out of 10.

Technical Support:

9 out of 10.

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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. 

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We use tech support. They're knowledgeable and easy to contact.

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I have not personally used technical support, but people on my team have.

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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.

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Customer Service:

7/10

Technical Support:

8/10

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We enjoy a high level of expertise from technical support.

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I've never used it, but I only have good things to say about the users of the MicroStrategy Community. They always give good ideas, a lot of workarounds and 90% of the time, they respond within the day with a lot of links to technical notes and others posts among others.

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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.

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It's good.

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We have not contacted the tech support team. 

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Technical support was good.

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Customer Service: 4 out of 5Technical Support: 2 out of 5 View full review »

I like them. They have very good technical support.

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Technical support has been similar to other vendors.

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I would rate technical support at seven out of 10.

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MicroStrategy customer support including premium support is pretty bad in handling product level question or defects..which leads to lots of dissatisfaction for a customer

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I would rate technical support as an eight out of 10.

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Technical support is awesome. I have a specific contact who answers me correctly when I ask questions.

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We would give technical support a rating of 5/10. The existing whitepapers and documentation were very useful, but actual support never answered us.

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Technical support can be improved.

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Customer Service:

Good. The support site is very helpful.

Technical Support:

Very good. The tech support team responds very quickly.

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Customer Service: No use for it up till now. Assimilation team is very capable and helpful.Technical Support: No use for it up till now. Assimilation team is very capable and helpful. View full review »