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 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 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.

    Support for Current Program is available according to the following schedule:

    (a)   a Version will be supported for three (3) years after the commercial release of the next Version, provided always that Customer makes use of the last Release and Maintenance Release of the first mentioned Version. For example, DYS-SMA 6.0.x for Microsoft Dynamics AX2012 will be supported until three years after the release of DYS-SMA 6.2.x for Microsoft Dynamics AX AX2012R2 or DYS-SMA 7.x.xxx, for Microsoft Dynamics 365 for Operations and so on.

    (b)   a Major Release will be supported for two (2) year after the commercial release of the next Major Release, provided always that Customer makes use of the last Maintenance Release and Minor Release of the related Major Release. For example, DYS-SMA 6.3.500 for Microsoft Dynamics AX2012R3 will be supported until two years after the release of DYS-SMA 6.3.xxx for Microsoft Dynamics AX2012R3 or DYS-SMA 7.x.xxx, for Microsoft Dynamics 365 for Operations and so on.

    (c)   a Minor Release will be supported for one (1) year after the commercial release of the next Minor or Major Release, provided always that Customer makes use of the last Maintenance Release of the related Minor Release. For example, DYS-SMA 6.3.500 for Microsoft Dynamics AX 2012R3 will be supported until one year after the release of DYS-SMA 6.3.550 for Microsoft Dynamics AX21012R3, and so on.

    (d)   a Maintenance Release will be supported for six (6) months after the commercial release of the next Maintenance Release. For example, DYS-SMA 6.3.500 Build 2104 for Microsoft Dynamics AX21012R3 will be supported until six months after the release of DYS-SMA 6.3.500 Build 2506 for Microsoft Dynamics AX21012R3, and so on.

    These Versions, Release and updates are a benefit of the Dynamics Software for Microsoft Dynamics 365 for Operations Enhancement Plan, and DYS expects that Partner keeps customers solution updated to the most current standard.

    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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