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CUSTOMER AND PARTNER SUPPORT SERVICES
We’re here to help! Simply send an email to firstname.lastname@example.org to log a support request. Please provide as much information as possible on the issue so we can reproduce and/or analyze it.
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 *|
One or multiple transaction stopped
New enhancement required
|One user||Yes||Within 8 hours *|
* Regular business hours, Monday to Friday, from 8:00AM – 6:00PM (US Eastern Time)
SUPPORT DESK CONTACT
SUPPORT LIFECYCLE INFORMATION
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.
- 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.