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. You can choose from 3 available options, find 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.
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Client Support
Service Plan Comparison*
Essential
Good Value
Choice
Better Value
Premium
Best Value
High Quality of ServicePriority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$4,250$8,250$15,500Valid For12 months12 months18 months
*Ad-hoc plan available for $185/hour with priority of 4th and 2-day response SLA. Inquire with your account manager. Credit card authorization required.
*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.
Download our support brochure! -
Non-Client Support
Service Plan Comparison*
Essential
Good Value
Choice
Better Value
Premium
Best Value
High Quality of ServicePriority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$4,675$9,075$17,050Valid For12 months12 months18 months
*Ad-hoc plan available for $205/hour with priority of 4th and 2-day response SLA. Inquire with your account manager. Credit card authorization required.
*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.
Download our support brochure!
Support Plan FAQ
Can I purchase a support plan any time during the year?
What are the payment terms for support plans?
When I purchase a support plan, when does it expire and do unused benefits roll over after expiration?
How do I place support tickets with the help desk?
For urgent items, you can also call our support team during business hours via 1-866-493-2726
In order to ensure the quickest response and most efficient use of your support hours, we’d suggest the following:
- Have your authorized submitters send in tickets to avoid us having to reach out for approval
- For bugs/errors, please include screenshots and detailed steps to allow us to replicate the issue when possible
Who is authorized from my company to place support tickets against our support plan?
How do I know how many hours I'm authorizing when I enter a ticket?
Unfortunately, we are unable to quote issues under 5 hours in effort and require authorization to work to that level of effort to resolve an issue. If additional time is needed after 5 hours of effort are exerted, the support rep will notify the requestor.
Note: There are some issues wherein we are unable to provide a written estimate regardless of the effort level. This is generally required when working with a third-party.
How can I keep track of the hours left in my support plan?
If the Client does not purchase any additional support contract, or if overrun hours exceed 20%, then any additional 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?
- Training
- New Reports or Queries
- Troubleshooting and correcting issues within Microsoft Dynamics arising from the Client’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 the Client’s Microsoft Dynamics product(s)
- 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
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?
What are the help desk hours of operation? Is it possible to request support after regular business hours?
What if I want a customized monthly support plan?
How can I view the status of my ticket?
We send emails on Wednesday for:
- Listing of issues with status
- Support hours utilized
How can I change my users?
What if I need a custom report?
Request Custom Report