Support Services

Customers with a current support plan and partners have access to the Verosoft Design Portal. On this portal, you can see the status of your ongoing projects, log new tickets, update tickets and see their status, access historical information such as the communications with our support team.​

The support requests are processed based on the following priority levels:

Priority Level	Scope of problem	Impact	Work around?	Response time	Comment
Critical	All application is stopped	All users	No	Within 2 hours *	In addition to the logging of ticket, a phone call to the support desk would ensure proper response time.
Emergency	Multiple transactions stopped	Multiple users	No	Within 4 hours *
Urgent	One or multiple transaction stopped	One user	No	Within 6 hours *
Medium	Multiple transactions stopped	Multiple users	Yes	Within 6 hours *
Low	One or multiple transaction stopped New enhancement required	One user	Yes	Within 8 hours *

​+1 866 444 2366

support@adnm.net

Escalation contact: +1 450 419 5559, press 0 and request the Support Department.​

The general Microsoft Support Lifecycle guidelines for Microsoft Dynamics products apply to all VSD solutions. Customers must be current on their software maintenance in order to receive the support benefits for the products.

Support includes:

• Security updates
• Hotfixes and solution improvements
• Access to documentation and knowledge base
• Access to paid support from the support desk