Our Support Plans

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

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.

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.

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

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

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.

If you don't have access to our self-service license portal, email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will set up an account for you.

• Log into WebSan's CSP Portal
• Update Hosted GP/D365 for Sales Users
• Update O365/D365 Business Central or Sales Users

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

For Dynamics 365 Business Central and D365 Customer Engagement Only

Scope of Coverage

Put simply – the first hour of any support ticket is free. This means unlimited support for low-complexity issues – all covered under the Customer Care Plan.

The following are examples of requests that can typically be handled in this timeframe:

• Updates to user security/permissions
• Help troubleshooting system errors
• Business process consultations (“How do I…?”)
• Minor report layout adjustments

Coverage Outside of Scope

For any support tickets of higher complexity that extend beyond the first hour, approval will be requested to continue under the client’s secondary hourly support plan. All CCP clients have access to a discounted Ad-Hoc support plan ($200/hr with 4-hour SLA) to cover these scenarios. For requests that are expected to exceed 10 hours of effort, a separate fixed-price work order will be provided.

User Minimum

Pricing is based on the environment's total eligible Essential and Premium licenses (Team member licenses do not apply). A minimum of 5 licenses are required to qualify for the Customer Care Program

ADDITIONAL BENEFITS

Access to Microsoft Training

Unlimited access to Microsoft’s training centre that contains support documentation, product updates, news and events, blogs, roadmap 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 times are based on a 9 am – 5 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 are employing all 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 

Authorized caller 

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