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Support

Our Support Plans offer efficient and reliable customer support for Microsoft Dynamics so you can focus on growing your business and leave the rest to us. You can choose from 3 available options, find the one that best fits your budget and needs.

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.

 


Download our Support Brochure for more details 

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Service Plan Comparison

Ad-Hoc

Good Value

 Choice

Better Value

 Premium

Best Value

High Quality of Service
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Priority of Call
 3
 2
 1
Response Time
 2 days
 6 hours
 4 hours
Quarterly Health Check
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Free Estimates for Future Projects
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Hours of Support
 30
 75
Fee
 $185/ hour
 $4,850
 $11,550
Valid For
 NA*
 12 months
 18 months

*For more information on our Support Plans, click here.


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 invoice are Due Upon Receipt. If payment is not received within 10 days, the support plan is deemed voided and any support incurred will be invoiced at $185/hour.

When I purchase a support plan, when does it expire?

All support plans are valid for 12 calendar months.

Do unused benefits roll over after expiration?

No, once your support plan expires, all benefits and unused support hours expire as well.

How do I place support tickets with the help desk?

You have a few options:
  1. Email This email address is being protected from spambots. You need JavaScript enabled to view it.
  2. Call our support helpdesk 1-866-493-2726

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 support agreement.

How do I know how many hours I'm authorizing when I enter a ticket?

WebSan will provide a quote in advance on any ticket that is entered to our support queue that is expected to exceed 4 hours of effort. Not all ticket can be estimated in advance and we will do our best to keep the hours to our estimates, however some issues become more complex as we delve into them.

How can I keep track of the hours left in my support plan?

WebSan will report (at least) 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 not cut off support in the case of an overrun of hours beyond (up to 20% of the purchased hours) what has been purchased as the used hours will be applied against the next support agreement purchased.

If the Client does not purchase any additional support contract, then the overrun 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 Customer'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 Microsoft Dynamics
  • 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

What types of support services are not included in the support plan?

Support plans do not include the following (all must be quoted and invoiced separately):
  • New screen modifications
  • New customizations or interfaces
  • Fixing reports, queries, screen modifications, customizations or interfaces changed by the customer or if your system environment changed from installation
  • Reinstalling or configuring applications and databases due to Client hardware failure
  • Process improvements or analysis
  • Implementation or installation of additional module functionality currently not in use

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?

We give Clients 1 (one) calendar week to review hours and get back to us. 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. If a Client requires support after hours, it must be requested in advance.