Support
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 Service
Priority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$5,125$9,750$18,500Valid For12 months12 months18 months
*Ad-hoc plan available for $210/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 Service Priority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$6,250$12,000$23,000Valid For12 months12 months18 months
*Ad-hoc plan available for $250/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.
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Customer Care Program Packages
When it comes to support, we've got you covered. It's always nice to have a helping hand when times get tough and we're here to help. By becoming a member of WebSan's Customer Care Program, we've got you covered.
Bronze Silver Gold Platinum $100/User/Month $150/User/Month $300/User/Month Contact Us Admin of Users X X X X Access to Microsoft Training X X X X SLA X X X X Access to WebSan University
Training PortalX X X X Customer Care Account Manager X X X X Biannual Review X X X Resolution of Broken
FunctionalityUnlimited Unlimited Unlimited Unlimited Authorized Caller 1 2 4 TBD Business Advisory Hours
Per Month0 2 4 TBD
Additional Customer Care Details - For Dynamics 365 Business Central and D365 Customer Engagement only
Scope of Coverage
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
Coverage Outside of Scope
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 ($185/hr) to cover these scenarios. For requests that are expected to exceed 10 hours of effort, a separate fixed-price work order will be provided.
Additional Benefits
Access to Microsoft Training
Unlimited access to Microsoft’s training centre that contains support documentation, product updates, news and events, blogs, roadmap and eLearning materials.
SLA
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
Access to WebSan University
Subscription to WebSan’s learning management system, WebSan University. Get 24/7 access to our library of Microsoft Dynamics 365 Business Central courses.
Customer Care Account Manager
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.
Bi-annual Review
Our BI annual review is focused on making sure 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
Authorized caller
An authorized caller can call and send in tickets to our support desk to avoid us having to reach out for approval.
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 invoices are Due Upon Receipt. If payment is not received within 10 days, the support plan is deemed void and any support incurred will be invoiced at $210/hour.
When I purchase a support plan, when does it expire and do unused benefits roll over after expiration?
All support plans are valid for 12 calendar months, except the Premium plan. Once your support plan expires, all benefits and unused support hours expire as well.
How do I place support tickets with the help desk?
The best way to log tickets with us is to email This email address is being protected from spambots. You need JavaScript enabled to view it.. We ask that you let our team know a listing of “authorized submitters” if you have not done so already – ideally you’d want to ensure your team flows all issues to us through them. If we receive a ticket from anyone outside of that group, we will reach out to those users to approve before moving forward.
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?
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 this support agreement.
How do I know how many hours I'm authorizing when I enter a ticket?
Issues are normally billed on a T&M basis, with the total hours worked deducted from your support plan. Each plan has a predefined SLA for first response, with premium plans carrying a 4 hour response time.
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?
WebSan will report 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 continue to provide support in the case of an overrun of hours. Any used hours (up to 20% of the plan’s purchased rate) will be applied against the next support agreement purchased.
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?
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 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?
Clients have one (1) calendar week to review hours and advise of any discrepancies. 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. After-hour support can be arranged if advance notice is provided, extra fees may apply.
What if I want a customized monthly support plan?
You can contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will work with you to develop a support plan that will meet your needs.
How can I view the status of my ticket?
You can request weekly reports that will be sent to you every Wednesday morning. However, if you want to see the status of your ticket or view detailed notes about your ticket, log into your account below.
We send emails on Wednesday for:
- Listing of issues with status
- Support hours utilized
How can I change my users?
For security and documentation purposes, please fill in the user change form linked below. Once we receive the completed form, we can begin the account activation.
What if I need a custom report?
Please fill out our custom report form linked below. Once we receive the completed form, we can begin to create the report.
Request Custom Report
