We are here to help
CUSTOMER AND PARTNER SUPPORT SERVICES
We’re here to help. Customer support services are offered to ADNM customers with a current support plan. Partner support services are available to all VSD and ADNM registered partners. Please send an email to firstname.lastname@example.org to log a support request or contact our support desk at 450.419.5559. Please provide all available information so the issue can be reproduced and/or analyzed.
Customers with a current support plan and partners have access to the Project Online 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||Scope of problem||Impact||Work around?||Initial 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 *|
* Regular business work days, Monday to Friday, from 8:00am (US Eastern Time) – 5:00pm (US Eastern Time)
SUPPORT DESK CONTACT
Escalation contact: 1-450-419-5559, please press 0 and request the Support Manager.
SUPPORT LIFECYCLE INFORMATION
The general Microsoft Support Lifecycle guidelines for Microsoft Dynamics products apply to the TAG and NAV One solutions. Customers must be current on their software maintenance in order to receive the support benefits for the products.
- Security updates
- Hotfixes and solution improvements
- Access to documentation and knowledge base
- Access to paid support from the support desk
All VSD solutions follow Microsoft’s Statement of Direction for Microsoft Dynamics NAV. As Microsoft adds new features, our solution will be upgraded and all customers current on their software maintenance plan will have access to the new version of the solution.