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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.

 


  • Client Support

    Service Plan Comparison*

    Essential

    Good Value

     Choice

    Better Value

     Premium

    Best Value

    High Quality of Service
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    Priority of Call
     3
     2
     1
    Response Time
     8 hours
     6 hours
     4 hours
    Quarterly Health Check
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    Free Estimates for Future Projects
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    Hours of Support
    25 
     50
     100
    Fee
     $4,250
     $8,250
     $15,500
    Valid For
     12 months
     12 months
     18 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 Service
    checkmark black
      checkmark black
     checkmark black 
    Priority of Call
     3
     2
     1
    Response Time
     8 hours
     6 hours
     4 hours
    Quarterly Health Check
     checkmark black
    Free Estimates for Future Projects
        checkmark black
     checkmark black
    Hours of Support
    25 
     50
     100
    Fee
     $4,675
     $9,075
     $17,050
    Valid For
     12 months
     12 months
     18 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!
  • 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 Portal
    X X X X
    Customer Care Account Manager X X X X
    Biannual Review X X X
    Resolution of Broken
    Functionality
    Unlimited Unlimited Unlimited Unlimited
    Authorized Caller 1 2 4 TBD
    Business Advisory Hours
    Per Month
    0 2 4 TBD

    Additional Customer Care Details - For Dynamics 365 Business Central and D365 Customer Engagement only


    Admin of Users

    We will assign or update permission sets to new or existing users, which will include which databse objects, UL elements they have access to and in which companies. All users must be assigned at least one permission set before they can access Business Central.
    Access to Microsoft Training

    Unlimited access to Microsoft's training centre that contains support documentation, product updates, news and events, blogs, roadmao 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

    Typical response time are based on an 8 am - 6 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.
    Bi-annual Review

    Our Bi annual review is focused on making sure you're employing all of 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

    Resolution of Broken Functionality

    Unlimited break-fix IT support will cover any broken functionality in the system.
    • *Note - WebSan is not responsible for Microsoft "bugs", if they occur

    Authorized Caller

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

    Business advisor hours cover assistane with "How Do I..." questions to help you complete daily tasks effectively and efficiently. Any requirements expected to take longer than an hour will need to be quoted for and paid for separately but with the first hour free.
    Duration of Agreement

    Minimum 3-month commitment renewed in 3 month increments. 10% discount available for annual commitment.

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 $185/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:

  1. Have your authorized submitters send in tickets to avoid us having to reach out for approval
  2. 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