Service Plans for Microsoft Dynamics CRM
Updated: July 24, 2007
Our service plans are more than a software maintenance program—they are a key element of a customer's ongoing success and expertise with a business solution. Microsoft Dynamics support offerings are designed to deliver industry-leading services, helping you ensure greater overall success with your investment.
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Full Packaged Product Maintenance for Microsoft Dynamics CRM
With the Full Packaged Product (FPP) Maintenance plan, you'll enjoy access to powerful tools and information that can help you save time and boost productivity along with the assurance of keeping your solution current by receiving software upgrades and updates.
| • | All product updates: Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics.
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| • | Investment protection: Prepare for the future with investment protection. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The investment protection benefit is available for all supported editions of Microsoft Dynamics CRM.
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| • | CustomerSource: Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource provides access to a searchable technical database, discussion boards, news, a subscription service, and more.
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| • | Unlimited online training benefits: These are new benefits for all customers enrolled in Software Assurance.
| • | E-Learning: Classroom-equivalent online training on specific topic areas, such as a product module. Available in English only. | | • | Training materials: These training materials can be used as study tools or 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, some other languages are also available. | | • | "What's New" training materials: Delta training between product versions. Available in English with a few titles translated into other languages. Available as a manual, with some product versions also available in e-learning format. | | • | Learning plans: A training roadmap that helps you easily find the training you need. Outlines every training and certification option available for each module. Available in English only. |
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| • | Discounts on Flex 5-Pack Support and Flex Per-Incident Support |
After the first year with a new solution, customers who purchased through FPP should purchase Software Assurance through Volume Licensing in order to receive continuous service. For more information regarding Software Assurance, visit the Software Assurance Web site.
Download the FPP Maintenance data sheet (805 KB; Portable Document Format file*)
Software Assurance for Microsoft Dynamics CRM
If you are a Microsoft Dynamics CRM customer who purchased through Microsoft Volume Licensing, you are automatically enrolled in a service plan called Software Assurance. Your service plan benefits scale according to your product purchase. Plan features depend on whether you purchased from the Open, Open Value, Select, or Enterprise Agreement licensing programs.
Open or Open Value licensing programs
If you purchased from the Open or Open Value licensing programs, the benefits in your Software Assurance program include:
| • | Two technical support incidents with a three-hour guaranteed response time: This benefit is available for customers with system list prices of U.S.$3,000 or more. |
| • | Discounts on Flex 5-Pack Support and Flex Per-Incident Support |
| • | Managed newsgroups: These online forums help you collaborate with other customers to learn about possible solutions and solve technical issues. If your questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
| • | All product updates: Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics. |
| • | Investment protection: Prepare for the future with investment protection. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The investment protection benefit is available for all supported editions of Microsoft Dynamics CRM. |
| • | CustomerSource: Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource provides access to a searchable technical database, discussion boards, news, a subscription service, and more. |
| • | Turning your experiences into technology advances: Many of our software improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource. |
| • | The ability to acquire additional software and user licenses, and services |
For more information regarding Software Assurance, visit the Software Assurance Web site.
Download the Software Assurance for Open and Open Value data sheet (379 KB; Portable Document Format file*)
Select or Enterprise Agreement licensing programs
If you purchased from the Select or Enterprise Agreement licensing programs, your benefits reflect the commitment you have made to a certain volume of product purchases. Your Software Assurance program includes:
| • | Unlimited technical support incidents with a one-hour guaranteed response time |
| • | The ability for you to proactively initiate Chat and Screen Sharing on support requests: Chat and Screen Sharing can help you quickly access support professionals and efficiently resolve technical issues. Have a real-time Chat conversation or, with your permission, hand control of your computer over to the support professional to resolve the technical issue for you. |
| • | Managed newsgroups: These online forums help you collaborate with other customers to learn about possible solutions and solve technical issues. If your questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
| • | TechNet Plus: A monthly subscription service on CD or DVD, TechNet Plus provides quick access to tools, software, and utilities that help you support the range of Microsoft technology used in your business. |
| • | All product updates: Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics. |
| • | Investment protection: Prepare for the future with investment protection. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The investment protection benefit is available for all supported editions of Microsoft Dynamics CRM. |
| • | CustomerSource: Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource provides access to a searchable technical database, discussion boards, news, a subscription service, and more. |
| • | Turning your experiences into technology advances: Many of our software improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource. |
| • | The ability to acquire additional software and user licenses, and services |
For more information regarding Software Assurance, visit the Software Assurance Web site.
Download the Software Assurance for Select/Enterprise Agreement data sheet (113 KB; Portable Document Format file*)
Deluxe Support Services for Microsoft Dynamics CRM
Deluxe Support Services is the highest level of support plan available for Microsoft Dynamics CRM. Together with your channel partner, Deluxe Support Services provides your company with a personalized service relationship focused on your Microsoft Dynamics solution. Most importantly, you'll receive the services of a trusted advisor from Microsoft: A technical services account manager for your company that can provide the focused attention you need to maximize the investment in your Microsoft Dynamics solution. You'll also have the added security of an on-site supportability review.
Deluxe Support Services is designed and priced to work with your Software Assurance or FPP Maintenance plan enrollment. This Deluxe Support Services option is available for Microsoft Dynamics CRM customers only.
| • | Technical services account management (TSAM): An assigned professional who can help your company with its technical needs by assisting in update planning and service pack evaluation and deployment; advising your company on Microsoft Dynamics–related technical issues; working with you to establish help desk best practices; participating in application-related technical meetings with your organization; providing you with a report detailing findings from your on-site supportability review; and managing the delegation of support between Microsoft Dynamics products and third-party applications. |
| • | Services account management (SAM): Your direct contact within the Microsoft Dynamics support team, he or she will manage your support relationship with Microsoft, facilitate 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. |
| • | On-site supportability review and report: Your TSAM will perform a supportability review of your business and your related systems, and a 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 TSAM will make sure your needs are being addressed by the right person - the first time, every time. |
| • | On-site orientation and planning session: Begin the service relationship with an informative orientation session that will help you maximize the benefits of Deluxe Support Services. |
| • | Microsoft Dynamics CRM support coverage defined by your Software Assurance or FPP |
| • | Maintenance plan enrollment: Each applicable support incident will be updated to receive priority status and the one-hour guarantee. Additional incidents or unlimited support are available for purchase. |
| • | 24x7 support access for Severity 1 issues: Deluxe Support Services provide the added security of telephone support available outside of regular business hours to address Severity 1 issues such as system down situations. |
| • | Topical support Webcasts: Participate in special online meetings that can help you increase efficiency and prevent problems before they occur. |
| • | Managed newsgroups: These online forums help you collaborate with other customers to learn about possible solutions and answer technical questions. If your questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
| • | TechNet Plus: A monthly subscription service on CD or DVD, TechNet Plus provides quick access to tools, software, and utilities that help you support the range of Microsoft technology used in your business. |
| • | Unlimited online training benefits: These are new benefits for all customers enrolled in Software Assurance. | • | E-Learning: Classroom-equivalent online training on specific topic areas, such as a product module. Available in English only. | | • | Training materials: These materials can be used as study tools or 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, some other languages are also available. | | • | "What's New" training materials: Delta training between product versions. Available in English with a few titles translated into other languages. Available as a manual, with some product versions also available in e-learning format. | | • | Learning plans: A training roadmap that helps you easily find the training you need. Outlines every training and certification option available for each module. Available in English only. |
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Download the Deluxe Support Services data sheet (208 KB; Portable Document Format file*)
Flex Support for Microsoft Dynamics CRM
Flex 5-Pack Support and Flex Per-Incident Support provides an affordable way to receive support from Microsoft for those who prefer to "pay as they go."
Flex 5-Pack Support
Flex 5-Pack Support provides an affordable way to receive support from Microsoft Dynamics. This plan includes the following benefits:
| • | Three-hour guaranteed response time on both telephone and electronic** support requests |
| • | Incidents open for a year if necessary: Flex 5-Pack Support incidents expire one year from the date of acquiring the package. |
| • | Discount on Flex 5-Pack Support: If you are enrolled in Software Assurance for Open, Open Value, or FPP Maintenance, you'll receive a discount on Flex 5-Pack Support. |
Flex Per-Incident Support
Flex Per-Incident Support provides you with convenient access to support assistance on an as-needed basis. This plan includes the following benefits:
| • | Guaranteed response time: Response to both telephone and electronic** support requests within eight hours. |
| • | Enables credit card payment: Flex Per-Incident Support can be acquired with a credit card when requesting support assistance from Microsoft. |
| • | Discount on Flex Per-Incident Support: If you are enrolled in Software Assurance for Open, Open Value, or FPP Maintenance, you'll receive a discount on Flex Per-Incident Support. |
Download the Flex Support data sheet (277 KB; Portable Document Format file*)
*Download Adobe Acrobat Reader.
**Service plan enrollment and CustomerSource access is required to submit support incidents electronically.
