Customer Support

Technical Support Packages

We provide you support to cover your entire platform, whether deployed on-premise or in our Secure Cloud.

On-Premises Support Offerings

Standard

On-Demand Customer Support

Extended

24x7 Coverage

Secure Cloud Support Offerings

Premier

24x7 Coverage and Assigned Resources

Elite

Industry-Leading Response Times and Assigned Support Experts

Portal / Email / Telephone
Community and Knowledge Base
Software Updates
Support Liaisons 2 4 6 8
Response Time 24 Hours 24 Hours 2 Hours 1 Hour
24x7 Telephone Support
Localized Support
Technical Account Manager
Weekly Case Management Meetings
Assigned Support Engineer
Customer Site Visits 2
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Usher Consulting Services

From strategy through execution, Usher Consulting Services helps you get the most from your Usher-enabled solutions. We have developed, applied and refined methods for delivering leading-edge technology solutions.

Strategy and Planning

  • Readiness Assessment

    Understand enterprise security and how having Usher changes the ground rules for how your organization does business.

  • Implementation Planning

    Spend several hours with an Usher expert to develop a strategic roadmap of initiatives tied to key organizational objectives and values.

Authentication Technology Implementation

  • Installation and Configuration

    Determine which Usher components to use, and set them up based on reporting needs, number of users, and other requirements.

  • Customization

    Change Usher functionality or add new functionality to out-of-the-box capabilities, including using the Usher SDKs.

  • Cloud Intelligence

    Prepare for, implement, and manage your use of Secure Cloud.

  • Application Integration

    Integrate Usher with applications, portals, security systems, single sign-on systems, identity management systems, or other third-party products you use to run your business.

  • Integration with Your MicroStrategy Analytics Investment

    For organizations that already use MicroStrategy Analytics, integrate existing data sources with Usher Analytics for enhanced intelligence.

  • Upgrade Planning and Implementation

    Whether you are looking to upgrade a single MicroStrategy environment, or are considering an enterprise wide upgrade program, MicroStrategy Services has an upgrade package that will work for you.

Authentication Technology Management

  • Performance Optimization

    Improve response times by applying best practices and technology improvements for high performance.

  • Capacity Planning

    Determine how your Usher platform and infrastructure should be configured to handle future authentication requirements.

  • Health Check

    Make your initiatives more effective by identifying potential business or technology roadblocks and recommending ways to overcome them.

  • Upgrades and Migrations

    Change your application from one version of Usher to another, or move your Usher installation from one operating system or environment to a different one.

  • Disaster Recovery

    Develop a process to protect and regain access under multiple failure scenarios.

  • Application Lifecycle Management (ALM)

    Handle administration, incident management, and change management on your behalf.