Put simply – the first hour of any support ticket is free. This means unlimited support for low-complexity issues – all covered under the Customer Care Plan.

The following are examples of requests that can typically be handled in this timeframe:

• Updates to user security/permissions
• Help troubleshooting system errors
• Business process consultations (“How do I…?”)
• Minor report layout adjustments

For any support tickets of higher complexity that extend beyond the first hour, approval will be requested to continue under the client’s secondary hourly support plan. All CCP clients have access to a discounted Ad-Hoc support plan ($200/hr with 4-hour SLA) to cover these scenarios. For requests that are expected to exceed 10 hours of effort, a separate fixed-price work order will be provided.

Pricing is based on the environment's total eligible Essential and Premium licenses (Team member licenses do not apply). A minimum of 5 licenses are required to qualify for the Customer Care Program

Unlimited access to Microsoft’s training centre that contains support documentation, product updates, news and events, blogs, roadmap and eLearning materials. 

Each case is reviewed within 2 hours of receipt in the support portal. Priority levels will be assessed as follows: 

• Bronze – 8 Hours 
• Silver – 4 Hours 
• Gold – 2 Hours 
• Platinum – TBD  

Typical response times are based on a 9 am – 5 pm EST business day. 

Subscription to WebSan’s learning management system, WebSan University. Get 24/7 access to our library of Microsoft Dynamics 365 Business Central courses.

Your Customer Care Account Manager is responsible for providing you with helpful information, answering questions and responding to complaints. Their job is to ensure that you are satisfied with the product, services and features. 

Our BI annual review focuses on ensuring you are employing all the capabilities available to you. Additional benefits of the bi-annual review will include: 

• Continually improve how you can utilize the system. 
• Provide insight into possible areas of opportunity or risk. 
• Information about upcoming features and new releases 

• Job Queue Error Notifications
• Auto Post Date – Sales
• Auto Post Date – Purchase
• Prevent posting for same external document number by Customer