Service plans for Microsoft Dynamics AX
Updated: December 20, 2006
Our service plans are more than a software maintenance program. Services for Microsoft Dynamics AX help maximize the value of your investment while enabling you to enhance the productivity of your business through support, training, best practices, and product updates.
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Business Ready Enhancement Plan for Microsoft Dynamics AX
The features and benefits customers receive through the Business Ready Enhancement Plan will help maximize the value of their solution, protect their investment, and enhance employee productivity.
| • | Maximized solution value: Helps customers optimize and increase the performance of their solution through ongoing product improvements. |
| • | Protected investment: Protects their investment in their Microsoft Dynamics solution by keeping it current and allowing access to future technology. |
| • | Enhanced employee productivity: Enhances employee productivity through support, training, and community-based services. |
The Business Ready Enhancement Plan is the first-year requirement for new Microsoft Dynamics AX software customers and includes the following features:
| • | Upgrades, updates, service packs, fixes, and regulatory/tax updates: The upgrade and update benefit is stronger than ever for all product lines in all regions with a goal of providing additional product value each year and published product roadmaps so customers can plan for future upgrades. In addition, timely delivery of regulatory updates and hot fixes keep customers in compliance with local regulations. |
| • | Support cycle policy: Provides Microsoft customers with clear and predictable support information for all Microsoft products, including the Microsoft Dynamics product family, enabling customers to effectively plan for their software requirements based on long-term knowledge of the support cycle for Microsoft products. Microsoft provides a five-year minimum of mainstream support for all products released in 2005 and all future releases. |
| • | Investment protection (formerly transformational assurance): An existing benefit that is highly valued but not known to all customers. This is the ability for a customer to move to the future converged Microsoft Dynamics solution without having to repurchase the functionality they already license today. |
| • | Protected list price: Protected list price helps customers budget more predictably for their Enhancement Plan renewal year after year, enabling customers to protect their system list price as the basis of future renewals. |
| • | Transition investment credit: This is a new benefit for all Microsoft Dynamics financial management and supply chain management customers, giving them the flexibility and security in their Microsoft Dynamics solution choice, knowing that if their needs change – they have access to any of the other Microsoft Dynamics solutions that best fit their needs. Customers can apply the full license credit of their Microsoft Dynamics financial management and supply chain management license investment towards a move to any other Microsoft Dynamics financial management and supply chain management solution, such as moving from Microsoft Dynamics NAV to Microsoft Dynamics AX. Or a customer can move from one package to another (Standard to Professional) within a product family, if they are using the same packaging method. |
| • | Unlimited online training: These are new benefits for all customers enrolled in the Enhancement Plan, available globally. This will be available as of March 2007 for customers in Asia Pacific and Europe, Middle East, and Africa who do not have access to CustomerSource today. | • | E-learning: Classroom-equivalent online training on specific topic areas, for example, a product module. Available in English only. | | • | Training materials: These can be used as a study tool or as a desktop reference. Available in multiple languages. | | • | Local functionality training material extensions: Addendums available for select training material titles. Designed to deliver content on local functionality within a given country. Available primarily in English, although there are some in other languages. | | • | "What's New" training materials: Delta training between product versions. Available in English with a few titles translated into other languages. Always available as a manual with some product versions also available as e-learning. | | • | Learning plans: A training roadmap that helps individuals easily find the training they need. Outlines every training and certification option available for each module. Available in English only. |
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| • | CustomerSource community and tools: This will be available in March 2007for customers in Asia Pacific and Europe, Middle East, and Africa who do not have access to CustomerSource today. |
CustomerSource is an authorized Web site for customers enrolled in the Enhancement Plan. The site contains a searchable knowledge base, downloads, documentation, discussion boards, online training, news, and other features. These resources can help customers be more productive, empowered, and connected. This is a new benefit for Microsoft Dynamics AX and Microsoft Dynamics NAV customers outside of North America. Some countries will have a localized and translated site; others will have access to a global English language site.
Deluxe Support Services for Microsoft Dynamics AX
Together with your partner, Deluxe Support Services provides a personalized service relationship focused on your business applications. Most importantly, you'll receive the services of a trusted advisor from Microsoft—an advocate for your company that can provide the focused attention you need to maximize the investment in your Microsoft Dynamics product.
With Deluxe Support Services, customers can choose one of three plan packages: Plus, Standard, and a special option for Microsoft Dynamics CRM customers. Regardless of the service level chosen, Deluxe Support Services is designed to meet unique service needs by providing a wide range of benefits.
This plan is an excellent choice for customers who depend on their partner as the primary source of technical support, or those who utilize support less often but still desire a personalized relationship with Microsoft. Deluxe Support Services includes the following features:
Services Account Management (SAM): Standard includes Services Account Management from a Deluxe Support Services professional. He or she will manage your support relationship with Microsoft, manage and facilitates the escalation of your support incidents, act as your advocate within Microsoft Dynamics, and connect you with the resources you need to resolve issues or gain optimum performance from your business application.
Remote supportability review and report: The Deluxe Support Services team will perform a remote supportability review of your business and your related systems, and deliver a report that details the findings.
Resource facilitation: Do you ever wonder if you're making the most of the services you receive from your partner and the professionals at Microsoft? Your technical services account manager will make sure your needs are being addressed by the right person—the first time, every time.
Orientation and planning session: Begin the service relationship with an informative orientation session that will help you maximize the benefits of Deluxe Support Services.
10 support incidents: Technical support from Microsoft Dynamics can help you get back to work quickly when the unexpected occurs!
24x7 support on severity 1 issues: Deluxe Support Services provides the added security of telephone support available outside of regular business hours to address severity 1-level issues such as system down situations.
One-hour guaranteed response rate with priority support delivered by senior engineers: The technical team that handles your day-to-day support requests includes our most senior-level support professionals, providing answers you can trust in a critical situation. Additionally, you can depend on a one-hour guaranteed response time for requests that are not addressed immediately.
Support Web seminars: Participate in special online meetings that can help you increase efficiency and prevent problems before they occur.
Managed newsgroups: Managed newsgroups enable collaboration with other customers to answer technical questions. Plus, Microsoft Dynamics support professionals monitor the issues posted and provide responses to standard product questions that are not answered within two business days.
TechNet Plus: This is a monthly subscription service on CD or DVD that provides quick access to resources that help you support the range of Microsoft technology used in your business.
Deluxe Support Services newsletter: A newsletter, delivered periodically by your account manager, provides valuable topical information.
Unlimited online training benefits: These are new benefits for all customers enrolled in the Enhancement Plan. This will be available in March 2007 for customers in Asia Pacific and Europe, Middle East, and Africa who do not have access to CustomerSource today.
- E-learning: Classroom-equivalent online training on specific topic areas, for example, a product module. Available in English only.
- Training materials: These can be used as a study tool or as a desktop reference. Available in multiple languages.
- Local functionality training material extensions: Addendums available for select training material titles. Designed to deliver content on local functionality within a given country. Available primarily in English, although there are some in other languages.
- "What's New" training materials: Delta training between product versions. Available in English with a few titles translated into other languages. Always available as a manual with some product versions also available as e-learning.
- Learning plans: A training roadmap that helps individuals easily find the training they need. Outlines every training and certification option available for each module. Available in English only.
CustomerSource community and tools: CustomerSource is an authorized Web site for customers enrolled in a service plan. The site contains a searchable knowledge base, downloads, documentation, discussion boards, online training, news, and other features. These resources can help customers be more productive, empowered, and connected. This is a new benefit for Microsoft Dynamics AX customers outside of North America. Some countries will have a localized and translated site; others will have access to a global English language site.
