An ERP implementation is a massive undertaking that needs substantial resource and financial investments. While Microsoft’s ERP, Microsoft Dynamics 365 Finance and Operations (previously Microsoft Dynamics AX), enables organizations to completely transform business performance, it also comes equipped with some of the best post-implementation support-services packages in the market. When you encounter a critical challenge with your Dynamics 365 platform, you should seek immediate help and assistance. Learn about the various support options that Microsoft has to offer, and see which options would be the best fit your business needs.
Let’s take a look at the 3 different types of support plans that Microsoft offers to Dynamics users:
Managed Dynamics Plan
This plan includes end-to-end management of your Dynamics 365 ERP environment and technologies related to Dynamics such as, but not limited to Power BI, Power Apps, and SQL Server.
| Service | Silver | Gold | Platinum |
|---|---|---|---|
| Number of Environments Supported | Up to 4 | Up to 6 | 6+ |
| Microsoft Premier Support | 4 Tickets/Month | 6 Tickets/Months | Unlimited |
| Application Support Break Fix | 50h | 100h | +100h |
Application Support Plan
This plan covers break-fix, user training, and workflow administration for Dynamics 365 ERP and technologies related to Dynamics including, but not limited to Power BI, Power Apps, SQL Server, etc. It is offered via two pricing models:
Price/Ticket
| Service Description | Silver | Gold | Platinum |
|---|---|---|---|
| Tickets Per Month | 10 Tickets | Up to 20 Tickets | >20 Tickets |
| Response Guarantee | 2h for Critical | 1h for Critical | 30 Minutes for Critical |
Pre-paid Hours
| Service Description | Silver | Gold | Platinum |
|---|---|---|---|
| Hours Per Month | Up to 50h | Up to 200h | > 200h |
| Response Guarantee | 2h for Critical | 1h for Critical | 30 Minutes for Critical |
Fusion Plan
It covers break-fix, new enhancement, user training, workflow administration, data configuration, and consulting for Dynamics 365 ERP and technologies related to Dynamics such as, but not limited to Power BI, Power Apps, SQL Server, etc. It is offered via pre-paid hours, as displayed below:
| Service Description | Silver | Gold | Platinum |
|---|---|---|---|
| Hours Per Month | Up to 50h | Up to 200h | > 200h |
| Response Guarantee | 2h for Critical | 1h for Critical | 30 Minutes for Critical |
Why You Should Partner Up for Greater Dynamics 365 Support
Transferring the system support contract to a partner organization is a great way to ensure your Dynamics 365 solution is always taken care of. A partner organization will
- Undertake an initial health check of your Microsoft Dynamics 365 system by means of a system audit and get a thorough understanding of the current business scenario as well as an identification of pain areas.
- Provide a road map that highlights the type of support plan that would help you resolve current pain areas and prepare the ground for subsequent improvements.
- Address gaps that your users encounter in their daily work and attend to priority needs.
Bring in necessary skills and knowledge to solve Dynamics 365-related issues and help you cope with changes and defects in both standard and customized source code.
- Bring extensive knowledge of the Microsoft technology stack and ecosystem, allowing you to get the greatest value from your Dynamics 365 investment.
- Offer an onshore/offshore support model to increase application stability and shorten troubleshooting/ maintenance cycle times while significantly reducing maintenance costs.
Improve Business Performance
The decision to implement an ERP is a big one and involves several critical steps: from choosing the right software, to selecting the right partner, allocating budget, planning, and implementing the solution. But just having an ERP on board is not enough; you need to be able to leverage it to its full potential and ensure it is up and always running. Microsoft offers a range of Dynamics 365 support plans that lets you optimize the value of your Dynamics 365 investment and ensures your system is functioning to its optimum capabilities. Each plan is curated based on your requirement: from a standard subscription plan that offers 24-hour response time to technical issues, to an enhanced support plan that provides a 1-day response time, professional direct support with 1-hour response times and access to a pool of expert service delivery managers. Choose the support plan that meets your needs and get access to technical resources that help you stay focused on your business and improve performance.
As your Microsoft Dynamics Support Services partner, Synoptek can handle all your Dynamics support requirements from beginning to end. Whether you need implementation support, upgrade assistance, integration support, or support with new features, we offer it all. Contact us to learn more.
