Support
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.
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Client Support
Service Plan Comparison*
Essential
Good Value
Choice
Better Value
Premium
Best Value
High Quality of ServicePriority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$5,125$9,750$18,500Valid For12 months12 months18 months
*Ad-hoc plan available for $210/hour with priority of 4th and 2-day response SLA. Inquire with your account manager. Credit card authorization required.
*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.
Download our support brochure! -
Non-Client Support
Service Plan Comparison*
Essential
Good Value
Choice
Better Value
Premium
Best Value
High Quality of ServicePriority of Call321Response Time8 hours6 hours4 hoursQuarterly Health CheckFree Estimates for Future ProjectsHours of Support2550100Fee$6,250$12,000$23,000Valid For12 months12 months18 months
*Ad-hoc plan available for $250/hour with priority of 4th and 2-day response SLA. Inquire with your account manager. Credit card authorization required.
*The Essential and Choice plans can be upgraded to the "Premium" SLA (4 hour response time) for an additional 10% fee. All other terms and conditions of the purchased plan apply. Please inquire with your account manager.
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Customer Care Program Packages
When it comes to support, we've got you covered. It's always nice to have a helping hand when times get tough and we're here to help. By becoming a member of WebSan's Customer Care Program, we've got you covered.
Bronze Silver Gold Platinum $100/User/Month $150/User/Month $300/User/Month Contact Us Admin of Users X X X X Access to Microsoft Training X X X X SLA X X X X Access to WebSan University
Training PortalX X X X Customer Care Account Manager X X X X Biannual Review X X X Resolution of Broken
FunctionalityUnlimited Unlimited Unlimited Unlimited Authorized Caller 1 2 4 TBD Business Advisory Hours
Per Month0 2 4 TBD
Additional Customer Care Details - For Dynamics 365 Business Central and D365 Customer Engagement only
Scope of Coverage- Updates to user security/permissions
- Help troubleshooting system errors
- Business process consultations (“How do I…?”)
- Minor report layout adjustments
Coverage Outside of Scope
Additional Benefits
SLA- Bronze – 8 Hours
- Silver – 4 Hours
- Gold – 2 Hours
- Platinum – TBD
Access to WebSan University
Customer Care Account Manager
Bi-annual Review- 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
Support Plan FAQ
Can I purchase a support plan any time during the year?
What are the payment terms for support plans?
When I purchase a support plan, when does it expire and do unused benefits roll over after expiration?
How do I place support tickets with the help desk?
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:
- Have your authorized submitters send in tickets to avoid us having to reach out for approval
- For bugs/errors, please include screenshots and detailed steps to allow us to replicate the issue when possible
Who is authorized from my company to place support tickets against our support plan?
How do I know how many hours I'm authorizing when I enter a ticket?
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.
How can I keep track of the hours left in my support plan?
If the Client does not purchase any additional support contract, or if overrun hours exceed 20%, then any additional hours will be charged at a rate of $210/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?
- 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
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?
What are the help desk hours of operation? Is it possible to request support after regular business hours?
What if I want a customized monthly support plan?
How can I view the status of my ticket?
We send emails on Wednesday for:
- Listing of issues with status
- Support hours utilized
How can I change my users?
What if I need a custom report?
Request Custom Report