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 ($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
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.
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.
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.
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
An authorized caller can call and send in tickets to our support desk to avoid us having to reach out for approval.