Contact us today: (866) 4-WEBSAN (932726)

Step 1: Choose a license

 
  • White Glove Support

    Our Support Plan offers efficient and reliable customer support for Dynamics 365 for Financials so you can focus ongrowing your business and leave the rest to us.

    SUPPORT PLAN OVERVIEW

    • 5 Support request per company/per month
    • Email support only (This email address is being protected from spambots. You need JavaScript enabled to view it.)
    • Automated Help Desk support ticketing system
    • Defined and reliable service response times

    $10 per user/per month

    Need help with implementation? View our implementation plans here: http://www.websan.com/microsoft-dynamics-365/dynamics-365-implementation


    Support FAQ

    What types of support services are included in the support plan?

    Support plans can be used for the following types of support calls:

    • Training
    • New Reports or Queries
    • Troubleshooting and correcting issues within Microsoft Dynamics arising from Customer's use within the software's intended functionality
    • Corrections to reports, screens, inquiries, configurations or other deliverables provided by WebSan during the software implementation
    • Corrections to products or interfaces to/from Microsoft Dynamics
    • Answers to questions by trained staff regarding everyday use of Microsoft Dynamics 365 software, third-party software installed by WebSan, WebSan reports, data coversions, modified screens, integrations and module customizations

    What type of support services are not included in the support plan?

    Support plans do not include the following (all must be quoted and invoiced separately):

    • New screen modifications
    • New customizations or interfaces
    • Fixing reports, queries,screen modifications, customizations or interfaces changed by the customer or if your system environment changed from installation
    • Reinstalling or configuration applications and databases due to Client hardware failure
    • Process improvements or analysis
    • Implementation or installation of additional module functionality currently not in use

    What are the help desk hours of operation? Is it possible to request support after regular business hours?

    Our normal hours of operation are 8-6pm EST M-F. If a Client requires support after hours, it must be requested in advanced.
  • Support

    Our Support Plans offer efficient and reliable customer support for Microsoft Dynamics so you can focus on growing your business and leave the rest to us. Choose from 3 available options the one that best fits your budget and needs.

    Support Plans Overview

    • Complimentary annual "application reviews" aimed at making sure you're employing all of the capabilities available to you.
    • Automated Help Desk support ticketing system (This email address is being protected from spambots. You need JavaScript enabled to view it.)
    • Blocks of support hours offered at various prices to fit your needs.
    • Defined and reliable service response times.

     


    Download our Support Brochure for more details 

     Need to update your Hosted Dynamics GP and Dynamics 365 for Sales users? Fill out our forms!  

    Need to update your Office 365/Dynamics 365 for Sales/Financials users? Fill out the form!  


    Service Plan Comparison

    Ad-Hoc

    Good Value

     Choice

    Better Value

     Premium

    Best Value

    High Quality of Service
    checkmark black
      checkmark black
     checkmark black 
    Priority of Call
     3
     2
     1
    Response Time
     2 days
     6 hours
     4 hours
    Quarterly Health Check
     checkmark black
    Free Estimates for Future Projects
        checkmark black
     checkmark black
    Hours of Support
     30
     75
    Fee
     $185/ hour
     $4,850
     $11,550
    Valid For
     NA*
     12 months
     18 months

    *For more information on our Support Plans, click here.


    Support Plan FAQ

    Can I purchase a support plan any time during the year?

    Yes, a support plan can be purchased throughout the year at any time and does not have to be synchronized with your Microsoft Dynamics maintenance plan renewal date (for on-premise Clients.)

    What are the payment terms for support plans?

    Payment terms for support invoice are Due Upon Receipt. If payment is not received within 10 days, the support plan is deemed voided and any support incurred will be invoiced at $185/hour.

    When I purchase a support plan, when does it expire?

    All support plans are valid for 12 calendar months.

    Do unused benefits roll over after expiration?

    No, once your support plan expires, all benefits and unused support hours expire as well.

    How do I place support tickets with the help desk?

    You have a few options:
    1. Email This email address is being protected from spambots. You need JavaScript enabled to view it.
    2. Call our support helpdesk 1-866-493-2726

    Who is authorized from my company to place support tickets against our support plan?

    Clients provide at least one (1) individual who is authorized to place support tickets with WebSan on behalf of the Client and approve all hours charged against support agreement.

    How do I know how many hours I'm authorizing when I enter a ticket?

    WebSan will provide a quote in advance on any ticket that is entered to our support queue that is expected to exceed 4 hours of effort. Not all ticket can be estimated in advance and we will do our best to keep the hours to our estimates, however some issues become more complex as we delve into them.

    How can I keep track of the hours left in my support plan?

    WebSan will report (at least) monthly on the usage of support hours, or more frequently if there is a risk of the charged hours exceeding the purchased amount. WebSan will not cut off support in the case of an overrun of hours beyond (up to 20% of the purchased hours) what has been purchased as the used hours will be applied against the next support agreement purchased.

    If the Client does not purchase any additional support contract, then the overrun hours will be charged at a rate of $185/hour. WebSan will notify the Client within a maximum of 30 days of an overrun.

    What types of support services are included in the support plan?

    Support plans can be used for the following types of support calls:
    • Training
    • New Reports or Queries
    • Troubleshooting and correcting issues within Microsoft Dynamics arising from Customer's use within the software's intended functionality
    • Corrections to reports, screens, inquiries, configurations or other deliverables provided by WebSan during the software implementation
    • Corrections to products or interfaces to/from Microsoft Dynamics
    • Answers to questions by trained users regarding everyday use of Microsoft Dynamics software, third party software installed by WebSan, WebSan reports, data conversions, modified screens, integrations and module customizations

    What types of support services are not included in the support plan?

    Support plans do not include the following (all must be quoted and invoiced separately):
    • New screen modifications
    • New customizations or interfaces
    • Fixing reports, queries, screen modifications, customizations or interfaces changed by the customer or if your system environment changed from installation
    • Reinstalling or configuring applications and databases due to Client hardware failure
    • Process improvements or analysis
    • Implementation or installation of additional module functionality currently not in use

    When WebSan sends me a report on support plan usage, how long do I have to review it and ask for clarification or dispute any hours?

    We give Clients 1 (one) calendar week to review hours and get back to us. After that point, the hours are deemed "approved" and are thus billable against the support agreement in force.

    What are the help desk hours of operation? Is it possible to request support after regular business hours?

    Our normal hours of operation are 8-6pm EST M-F. If a Client requires support after hours, it must be requested in advance.