Support Services

    Our Global Competence Centre provides training and all kinds of post-implementation support and improvements. There is no substitute for expertise and Dynamics Software has the skills and knowledge to ensure your system can always give you what you need to deliver business results.

    For all support related inquiries, please email: support@dynamicssoftware.com.

    Definitions

    "DYS" is Dynamics Software.

    “Software” or “DYS Software” means the standard Intellectual Property as specified in Section 1 and supplied by DYS and excludes Third Party Software.

    “Current Program” means the Versions, Major and Minor Releases and Maintenance Releases of the Software supported by DYS.

    “Version” means a set of the Software designated by DYS of the same generation in which substantial new functionalities or other substantial changes are introduced e.g. DYS-SMA 5.0.x for Microsoft Dynamics AX2009 to DYS-SMA 6.0.x for Microsoft Dynamics AX2012 or DYS-SMA 6.0.x for Microsoft Dynamics AX2012 to DYS-SMA 6.2.0.x for Microsoft Dynamics AX2012R2 or DYS-SMA 6.3.x for Microsoft Dynamics AX2012R3. A Version is containing substantial restructuring and major new functionality to the Software.

    “Major Release” means a set of the Software designated by DYS in which in addition to possible correcti­ons of detected shortcomings, functional enhancements have been included e.g. DYS-SMA 6.3.4xx for Microsoft Dynamics AX2012R3 to DYS-SMA 6.3.5xx for Microsoft Dynamics 365 for Finance and Operations. A Major Release might also contain a substantial restructuring and major new functionality to the Software.

    “Minor Release” means a set of the Software designated by DYS in which in addition to possible correcti­ons of detected shortcomings, small functional enhancements have been included e.g. DYS-SMA 6.3.5xx for Microsoft Dynamics AX2012R3 to DYS-SMA 6.3.5yy for Microsoft Dynamics 365 for Finance and Operations AX7.XX. A Minor Release is containing some new Software functionality and bug-fixes.

    “Maintenance Release” means a set of the Software designated by DYS in which detected shortcomings are being remedied e.g. DYS-SMA 6.3.500 Build 2104 for Microsoft Dynamics AX 2012 R3  to DYS-SMA 6.3.500 Build 2506 for Microsoft Dynamics AX2012R3 or DYS-SMA 6.26.500 Build 2104 for Microsoft Dynamics AX 2012 R2CU6  to DYS-SMA 6.27.400 Build 2506 for Microsoft Dynamics AX2012R2CU7. A Maintenance Release is containing bug-fixes to existing functionality.

    “Expired Program” means Software that is not a Current Program.

    Software lifecycle policy and list of releases

    Starting with the release of Microsoft Dynamics 365 for Operations version 1611, application versions are supported for three (3) years from the initial date of a Major release, as specified in Table 1. Major releases by Dynamics Software will typically be based on major releases by Microsoft. Minor releases are subsequent releases, introducing non-critical functionality or other aspects. Support of Minor releases will expire, when the preceding Major release expires. Major and Minor Releases will be introduced on a specific Platform Update, which is the earliest supported Platform Update for that release. Platform Updates maintain backward compatibility with the application versions that are supported at the time of the Platform release within the (3 year) application support lifecycle.

    Table 1: List of releases

    Dynamics  Software Product     

    Release

     Major/   Minor   

    Based on D365               

    Platform  Update    

    Initial       date                       

    Expiration  

    Comments

    Service Management

    DYSSMA 7.312.730

    Major

    Dynamics 365  for Finance and Operations, 7.3

    PU12

    Feb 2018

    Feb 2021

     

    Service Management

    DYSSMA 720.780.730

    Major

    Dynamics 365  for Finance and Operations, July 2017

    PU8

    Sept 2017

    Sept 2020

     

    Service Management

    DYSSMA 710.740.730

    Minor

    Dynamics 365   for Operations, 1611

    PU4

    May 2017 

    Jan 2020

     

    Service Management

    DYSSMA 710.730.720

    Major

    Dynamics 365  for Operations, 1611

    PU3

    Jan 2017

    Jan 2020

     

    Maintenance Management

    DYSEAM 7.312.730

    Major

    Dynamics 365  for Finance and Operations, 7.3

    PU12

    Jan 2018

    Jan 2021

     

    Maintenance Management

    DYSEAM 720.780.730

    Major

    Dynamics 365  for Finance and Operations, July 2017

    PU8

    Sept 2017

    Sept 2020

     

    Maintenance Management

    DYSEAM 710.730.720

    Major

    Dynamics 365  for Operations, 1611

    PU3

    Jan 2017

    Jan 2020

     

    Rental Management

    DYSRMS 7.312.xxx

    Major

    Dynamics 365  for Finance and Operations, 7.3

    PU12

    Feb 2018

    Feb 2021

     

    Rental Management

    DYSRMS 720.7100.1000

    Minor

    Dynamics 365  for Finance and Operations, July 2017

    PU10

    Dec 2017

    Sept 2020

    “Ella” release

    Rental Management

    DYSRMS 720.760.800

    Major

    Dynamics 365  for Finance and Operations, July 2017

    PU8

    Sept 2017

    Sept 2020

     

    Rental Management

    DYSRMS 710.730.720

    Major

    Dynamics 365  for Operations, 1611

    PU3

    Jan 2017

    Jan 2020

     

    Graphical Planning & Scheduling

    DYSGPP 7.312.730

    Major

    Dynamics 365  for Finance and Operations, 7.3

    PU…

    Feb 2018

    Feb 2021

     

    Graphical Planning & Scheduling

    DYSGPP 720.7110.730

    Minor

    Dynamics 365  for Finance and Operations, July 2017

    PU11

    Nov 2017

    Sept 2020

    PU11 release to support CoC

    Graphical Planning & Scheduling

    DYSGPP 720.780.730

    Major

    Dynamics 365  for Finance and Operations, July 2017

    PU8

    Sept 2017

    Sept 2020

     

    Banking

    DYSBNK xxx.xx.xxx

    Major

    Dynamics 365  for Finance and Operations, 7.3

    PU…

    Jan 2018

    Jan 2021

     

    Banking

    DYSBNK xxx.xx.xxx

    Major

    Dynamics 365  for Finance and Operations, July 2017

    PU8

    Sept 2017

    Sept 2020

     

    Banking

    DYSBNK xxx.xx.xxx

    Major

    Dynamics 365  for Operations, 1611

    PU3

    Jan 2017

    Jan 2020

     

    Advanced Field Service

    DYSAFS 2.0

    Major

    Dynamics 365 Customer Engagement, Field Service

    n.a.

    Feb 2018

    Feb 2021

     

    Advanced Field Service

    DYSAFS 1.0

    Major

    Dynamics 365  Customer Engagement, Field Service

    n.a.

    Aug 2017

    Aug 2020

     


    Software support and servicing

    Provided that a customer is current with their payments, and the support on the product has not yet expired, the customer is entitled to bugfixes. If the customer is current with their payments, they are entitled to new releases of the product. If it is necessary to provide a bugfix, Dynamics Software will create a Maintenance release, containing all cumulative fixes of the preceding Major or Minor release. Support of a Maintenance release will expire, when the preceding Major release expires. Individual hotfixes will not be provided as part of software support.

    When Microsoft releases a new Major version of the D365 software, Dynamics Software is committed to provide a compatible release of her products within 8 weeks of the official release date by Microsoft.

    Dynamics Software provides Help Desk Support Services for those who have purchased a Support Contract to address Customer and Partner questions and issues. These questions and issues are referred to as ‘Incidents’. Services of DYS with respect to support on Current Programs, Versions, Releases, maintenance and support services (help desk) contracts are:

    • Provision during Service Hours of new Versions, Major Releases, Minor Releases, Maintenance Releases (bug fixes and/or hot fixes) and the related online documentation (including release notes, instructions);
    • If an upgrade needs data conversions or scripts for conversion, DYS will make use of the standard tools provided by Microsoft and provide an instruction to convert. DYS will not repair or guarantee correct working of historical data;
    • Assistance by telephone or internet or otherwise with respect to the software, including:
      - Clarification of functions and features of the software (Limited, not meant as substitute for consulting services)
      - Clarification of the documentation (Limited, not meant as substitute for consulting services)
      Guidance in the operation of the software (Limited, not meant as substitute for consulting services)
      - Error verification, analyses and correction by telephone and/or internet
      - Provision of critical Incident support
    • Registration of Service Incidents;
    • Coordination and effort to complete the Incident and utilize available knowledge;
    • Correspondence regarding Incident status and qualification;
    • Solving the incident;
    • DYS provides a written functional explanation on the error correction;
    • If DYS classifies an Incident not being covered by this SOW, DYS will explain in writing.

    Support for Expired Programs will not be provided under this SOW.

    Support does not include pre-production releases of Software, such as alpha or beta site releases. If any preproduction releases of Software are provided, they are supplied strictly on an “AS-IS” and “AS AVAILABLE” basis. Projected release dates for any Software in any form are good faith estimates only, subject to revision by DYS.

    Support does not include services requested as a result of, or with respect to, causes which DYS cannot reproduce on unmodified DYS Software. If and when available, these services will be billed to Partner at DYS’s then current rates. Causes which are not attributable to DYS include, but are not limited to, customizations and improper installation by Partner and/ or Customer (including third party customizers and installers hired by Partner or Customer) or Partner’s lack of compliance with Section 4 of Support Contract.

    Availability
    During regular Service Hours Incidents can be reported, replied to, and solved. Regular Service Hours are from Monday to Friday, excluding holidays as observed by DYS between 8.30am and 5.00pm (Western European Standard Time). Inside and outside the Regular Service Hours, Incidents can be reported through DYS’s support-site. Replying to Incidents and solving Incidents is done during regular Service Hours.

    Categories
    Reported Incidents will be categorized by Partner. An Incident’s category determines its priority, and how fast DYS needs to respond. The category can be changed by DYS, in coordination with Partner. Ultimately, the complexity of an issue determines the time it takes to solve the Incident.

    Category A
    The live system of Customer has come to a halt and users are no longer able to process data, using the operational software.

    Category B
    A problem in the operational software which causes serious disruption of a major business function or an important business process can no longer be executed and cannot be (temporarily) solved by a workaround.

    Category C
    A non-critical problem during which Customer is able to continue running the system, with or without a work-around. Or, a problem in the operational software that does not fall into category A or B.

    Response times and ambition on resolution times

    • DYS will strive to respond to the Incidents, based on the categories.
    • Category A: two (2) hours (within regular Service Hours)
    • Category B: four (4) hours (within regular Service Hours)
    • Category C: sixteen (16) hours (within regular Service Hours)
    • DYS will strive after the following resolution times, based on the categories.
    • Category A: two (2) days (within regular Service Hours)
    • Category B: five (5) days (within regular Service Hours)
    • Category C: fifteen (15) days (within regular Service Hours)

    Activities

    Incident Management (REMOTE)
    The objective of Incident management is to correct a malfunction, in order to allow Partner or Partner’s Customer to continue its activities with minimal interruption.

    •        Search for a solution in the incident-database
    •        Fix the Incident, or implement a work-around
    •        Implement suggested settings
    •        Apply suggested patches

    Problem Management (REMOTE)
    Prevent the re-occurrence of known incidents, by eliminating the root cause.

    Reporting
    Every month, DYS will report to Partner the Incidents and solutions provided. Based on this data, Partner has the possibility to adjust or improve certain processes.

    Solution Services
    As soon as an Incident is being reported and based on the category the service will begin. If there is a solution, this will be reported to the contact person of Partner. The solution is accepted when the contact person closed the Incident or approved the solution. An Incident will automatically be accepted and closed by DYS if contact person did not approve or reject the solution within 4 weeks after reporting the solution.

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