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Microsoft Dynamics GP service plans are more than a software maintenance program. These services 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.
Choose from a variety of plans, from basic to managed support, to meet your ongoing needs.
The features and benefits you receive through the Business-Ready Enhancement Plan can help:
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Maximize solution value: Helps you optimize and increase the performance of your solution through ongoing product improvements.
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Protect your investment: Keeps your solution current and gives you access to future technology.
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Enhance employee productivity: Provides valuable support, training, and community-based services.
The Business Ready Enhancement Plan includes the following features:
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Upgrades, updates, service packs, fixes, and regulatory/tax updates: Our upgrade and update benefit is stronger than ever for all product lines in all regions. The goal is to provide additional product value each year as well as published product roadmaps so you can plan for future upgrades. In addition, you’ll receive timely delivery of regulatory updates and hotfixes to help you stay in compliance with local regulations.
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Support lifecycle policy: Provides Microsoft customers with clear and predictable support information for all Microsoft products, including the Microsoft Dynamics product family. This enables you to more effectively plan for you 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 or later.
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Investment protection (formerly transformational assurance): An existing benefit that is highly valued but not known to all customers. Investment protection enables you to move to the future converged Microsoft Dynamics solution without having to repurchase the functionality you already license today.
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Protected list price: To help you budget more predictably for your Business-Ready Enhancement Plan renewal year after year, Microsoft enables you to protect your system list price as the basis of future renewals.
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Transition investment credit: This is a new benefit for all Microsoft Dynamics Financial Management and Supply Chain Management customers, giving you the flexibility and security in your Microsoft Dynamics solution choice—knowing that if your needs change, you can apply the full license credit of you current license investment towards a move to any other Microsoft Dynamics Financial Management and Supply Chain Management solution, such as Microsoft Dynamics NAV to Microsoft Dynamics AX. Or, you can move from one package to another (Standard to Professional) within a product family, if using the same packaging method.
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Unlimited online training benefits: These are new benefits for all customers enrolled in the Business-Ready Enhancement Plan. Currently available in North America, as of March 2007 these benefits will be available for customers in Asia Pacific, Europe, the Middle East, and Africa who do not have access to CustomerSource.
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E-Learning: Classroom-equivalent online training on specific topic areas, such as a product module. Available in English only.
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Training materials: These materials can be used as study tools or as desktop reference. Available in multiple languages.
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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.
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"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.
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Learning plans: A training roadmap that helps you easily find the training you need. Outlines every training and certification option available for each product module. Available in English only.
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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 you be more productive, empowered, and connected. Some countries will have a localized and translated site; others will have access to a global English site.
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The ability to acquire additional software and user licenses, and services
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Discounts on Flex 5-Pack Support and Flex Per-Incident Support
The Standard A plan provides a foundation level of services, which complements the support and training supplied by your local partner. Standard A is the first year requirement for new customers who purchase Microsoft Dynamics GP support and includes:
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Two technical support incidents with a three-hour guaranteed response time: This benefit is available for customers with system list royalties of $3,000 U.S. or more.
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Discounts on Flex 5-Pack Support and Flex Per-Incident Support
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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.
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Unlimited online training benefits: These are new benefits for all customers enrolled in a service plan. Currently available in North America, as of March 2007 these benefits will be available for customers in Asia Pacific, Europe, the Middle East, and Africa who do not have access to CustomerSource.
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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 as 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 product module. Available in English only.
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All software updates: Receive all major releases, minor updates, and tax updates for the software you currently license. Also receive database releases (if the database was acquired from Microsoft Dynamics).
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Investment protection (formerly transformational assurance): An existing benefit that is highly valued but not known to all customers. Investment protection enables you to move to the future converged Microsoft Dynamics solution without having to repurchase the functionality you already license today.
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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 you be more productive, empowered, and connected. Some countries will have a localized and translated site; others will have access to a global English site.
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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.
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The ability to acquire additional software and user licenses, and services
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Access to a Report Library to augment standard reports provided within the software
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Selected tools from the Professional Services Tools Library
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Microsoft Business Portal users for every Microsoft Dynamics GP System Manager user
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Protected list price: To help you budget more predictably for your Standard A plan renewal year after year, Microsoft enables you to protect your system list price as the basis of future renewals.
The Standard B plan provides the assurance of support availability and high responsiveness and includes the following benefits:
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Unlimited technical support incidents with a one-hour guaranteed response time
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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 an immediate Chat conversation, or, with your permission, hand control of your computer over to the support professional to resolve the technical issue for you.
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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.
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TechNet Plus: A TechNet subscription is the definitive resource for tools and software that information technology (IT) professionals rely on to plan, deploy, manage, and support other Microsoft software and technologies that you use, such as the Microsoft Office system, Microsoft Exchange Server, and the Microsoft Windows XP Professional operating system.
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Unlimited online training benefits: These are new benefits for all customers enrolled in a service plan. Currently available in North America, as of March 2007 these benefits will be available for customers in Asia Pacific, Europe, the Middle East, and Africa who do not have access to CustomerSource.
•
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 as 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 product module. Available in English only.
•
All software 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 (formerly transformational assurance): An existing benefit that is highly valued but not known to all customers. Investment protection enables you to move to the future converged Microsoft Dynamics solution without having to repurchase the functionality you already license today.
•
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 you be more productive, empowered, and connected. Some countries will have a localized and translated site; others will have access to a global English site.
•
Turning your experiences into technology advances: Many of our product 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
•
Access to a Report Library to augment standard reports provided within the software
•
Selected tools from the Professional Services Tools Library
•
Protected list price: To help you budget more predictably for your Standard B renewal year after year, Microsoft enables you to protect your system list price as the basis of future renewals.
Together with your channel partner, a Deluxe Support Services plan 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: An account manager for your company that can provide the focused attention you need to maximize the investment in your Microsoft Dynamics solution.
There are two different Deluxe Support Services plans available.
Deluxe Support Services Plus This service plan is designed for customers with a complex infrastructure or a high-risk or mission-critical implementation who seek a personalized relationship with Microsoft Dynamics support personnel. This plan includes the following benefits:
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Technical services account management (TSAM): An assigned professional who works with the channel partner, providing technical expertise to assist with existing projects and future planning that extends beyond day-to-day support.
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Services account management (SAM): Your direct contact within the Microsoft Dynamics support team, this person manages the support relationship with Microsoft and the channel partner.
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Your ability to review and receive reports on onsite support activity
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Unlimited electronic or telephone support during business hours
Deluxe Support Services Standard This service plan fulfills the needs of customers who choose to receive the majority of their support from their channel partner, but want a proactive support relationship and vendor involvement from the Microsoft Dynamics support team. Highly customized implementations that require some targeted, strategic assistance from Microsoft Dynamics professionals are perfectly suited for Deluxe Support Services Standard. This plan includes the following benefits:
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Services account management (SAM): Your direct contact within the Microsoft Dynamics support team, this person manages the support relationship with Microsoft and the channel partner.
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Your ability to review and receive reports on remote support activity
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10 support incidents during business hours
Basic benefits of Deluxe Support Services All Deluxe Support Services offerings include these benefits:
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24x7 support access for Severity 1 issues
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Priority status on support requests
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One-hour guaranteed response time for support requests that aren't addressed immediately (varies by region)
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Escalation management
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Orientation and planning session to maximize the value of your service plan benefits
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Topical support Webcasts for Deluxe Support Services customers
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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.
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TechNet Plus: A TechNet subscription is the definitive resource for tools and software that IT professionals rely on to plan, deploy, manage, and support other Microsoft software and technologies that you use, such as the Microsoft Office system, Microsoft Exchange Server, and Microsoft Windows XP Professional.
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Deluxe Support Services newsletter
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Unlimited online training benefits: These are new benefits for all customers enrolled in a service plan. Currently available in North America, as of March 2007 these benefits will be available for customers in Asia Pacific, Europe, the Middle East, and Africa who do not have access to CustomerSource.
•
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 as 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 product 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 you be more productive, empowered, and connected. Some countries will have a localized and translated site; others will have access to a global English site.
Available only for North America and select countries in Latin America Flex 5-Pack Support and Flex Per-Incident Support provide an affordable way to receive support from Microsoft for those who prefer to pay as you go.
Flex 5-Pack Support Flex 5-Pack Support provides you with greater responsiveness and an affordable way to receive support from the Microsoft Dynamics support team. This plan includes the following benefits:
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Three-hour guaranteed response time on both telephone and electronic* support requests
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Incidents open for a year if necessary: Flex 5-Pack Support incidents expire one year from the date of acquiring the package.
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Discount on Flex 5-Pack Support: If you are enrolled in the Standard A plan or the Business-Ready Enhancement Plan, 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:
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Guaranteed response time: Response to both telephone and electronic* support requests with eight business hours
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Enables credit card payment: Flex Per-Incident Support can be acquired with a credit card when requesting support assistance from Microsoft.
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Discount on Flex Per-Incident Support: If you are enrolled in the Standard A plan or the Business-Ready Enhancement Plan, you'll receive a discount on Flex Per-Incident Support.
*Service plan enrollment and CustomerSource access is required to submit support incidents electronically.
