Dynamics Support
In today's harsh economic climate you need to ensure that you are getting the most from your Microsoft Dynamics solutions. That means top notch, efficient, responsive and professional support. Not only must you keep your systems and users up and running at all times, you also need to ensure that you have the latest service packs, patches and fixes.
All customers of Calyx Software benefit from application support which we believe to be the best in the EMEA region. With 12 dedicated application support consultants, it is certainly the largest dedicated Dynamics support desk in the UK. Coupled with this is the ability for Calyx Software to offer programming support, or 2nd line support. This is possible because of Calyx Software's continued investment in the source code of the application. In that regard, we are unique in the UK Dynamics GP market place
Calyx Software prides itself on the level of support that it offers to end users. We aim to have 90% of all calls answered immediately by dedicated support professionals. Further, it is our policy that all calls logged are responded to within 1 hour or less. All calls are prioritised when logged and serious issues, such as system or module outage, are responded to immediately.
The reason that such a high level of service can be provided is due to the resources that are available internally at Calyx Software. As well as dedicated Support personnel, we have Development and Implementation teams that provide a wealth of experience of Microsoft Dynamics products. The combined skills of all these teams mean that very few calls need to be escalated to Microsoft themselves resulting in a much faster call resolution, benefiting our customers.
Standard support contract hours are 09:00 to 17:30 Monday to Friday for the telephone hotline. However, extended support services are available for either full contract terms or at times specified by the user, such as 'peak' periods. Support is provided either by telephone, fax, and email or by remote diagnostic. Add-on services within standard support agreements can be supplied to suit.
We also offer a full MS SQL support facility to our Microsoft Dynamics customers, including health checks, back up's, restores or simply ad hoc monitoring. Our SQL support service is modular and gives you the chance to benefit from SQL support that suits your company needs.
Microsoft Enhancement Program
To maintain the value of your investment in your Microsoft Dynamics applications it is important to receive software upgrades. Microsoft's Enhancement Program provides software updates and access to CustomerSource, Microsoft's web-based support and information portal, as part of your annual maintenance fee.
The Enhancement Program provides everything from major feature additions to minor software refinements plus Investment Protection which provides a path to future releases without having to repurchase functionality.
CustomerSource is a secure area on Microsoft's web site designed specifically for its customers and provides technical information and support 24 hours a day, seven days a week. You can use CustomerSource to:
- Find self help tools
- Download product updates
- Search Dynamics CRM's technical question & answer database
- Unlimited online training access including interactive, self-paced courses available 24 hours a day
- Share ideas with other customers through discussion forums
- Read an online version of the Dynamics CRM customer newsletter
- Participate in Interact sessions, which are live question & answer sessions with Dynamics CRM team members on timely topics.
In addition to providing a vast amount of information and solutions online, CustomerSource increases productivity by allowing you to resolve your own issues quickly.
