Service Level Agreement & SUPPORT LIFECYCLE
Introduction
Dynamics Anywhere is a non-selling ISV. Dynamics Anywhere offers their partners (VAR’s and ISV’s) support services. Partners will deliver support to their customers (end-users).
During the contract period a partner may submit a request for technical support to Dynamics Anywhere.
To obtain technical support, partner purchases incidents from Dynamics Anywhere as specified in the pricelist for services from Dynamics Anywhere.
Each technical support request shall specify the customer name, a description of the request.
Below a summary of our Service Level Agreement & Support Lifecycle:
Service Level Agreement
Availability
During regular Support Hours incidents can be reported, replied to, and solved. Regular Support Hours are between 8.30am and 5.00pm (Central European Standard Time). Inside and outside the regular Support Hours, incidents can be reported through a special email account. Replying to incidents and solving incidents is done during regular Support Hours.
If a problem emerges that cannot be sorted out during Support Hours or in the required time, both Parties will draw up an implementation plan of dealing with the problem. This plan may contain the way fees and expenses are paid to Dynamics Anywhere in case Dynamics Anywhere is asked to sort out problems at the Customer’s premises and vice versa.
Categories
Reported incidents will be categorized by Partner. An incident’s category determines its priority and how fast Dynamics Anywhere needs to respond. The category can be changed by Dynamics Anywhere, in coordination with Partner.
Ultimately, the complexity of an issue determines the time it takes to solve the incident.
Dynamics Anywhere uses the following Categories:
A – Business Standstill
B – Complex Workaround
C – Simple Workaround / Minor Problem
Category Description
A - Business Standstill
Means that Customer’s production system is at a halt and is unable to process data through the Software as a result of a catastrophic event in the Software in a critical processing period..
B - Complex Workaround
Means a non-critical Error in the Software that affects the daily operations of the Customer’s business, where the Customer is able to continue to run the system and/or application or a workaround is available, however complex.
C - Simple Workaround / Minor Problem
Means a non-critical Error in the Software that affects daily operations, where the Customer is able to continue to run the system and/or application or a workaround is available.
Response times
Dynamics Anywhere will respond to the Incidents based on the Incident category and within regular Support Hours, within the following timeframe:
Category A – response within 2 hours.
Category B – response within 24 hours.
Category C – response within 48 hours.
Dynamics Anywhere will strive to resolve Incidents, based on the Incident category and within regular Support Hours, within the following timeframe:
Category A - within Two (2) days
Category B - within Five (5) days
Category C - within Fifteen (15) days
Knowledge Base
Partners will get access to our portal containing marketing materials, documentation, knowledge base etc.
Support Lifecycle
Support is available according to the following schedule:
Version
A Version will be supported for three (3) years after the commercial release of the next Version, provided always that Customer makes use of the last Release and Maintenance Release of the first mentioned Version.
For example, AX – ANYWHERE Framework 1.0 for Microsoft Dynamics AX 2009 will be supported until three years after the release of AX – ANYWHERE Framework 2.0 for Microsoft Dynamics AX 2012, and so on.
Major Release
A Major Release will be supported for two (2) year after the commercial release of the next Major Release, provided always that Customer makes use of the last Maintenance Release and Minor Release of the related Major Release.
For example, AX – ANYWHERE Framework 1.0 for Microsoft Dynamics AX 2009 will be supported until two years after the release of AX – ANYWHERE Framework 1.1 for Microsoft Dynamics AX 2009, and so on..
Minor Release
A Minor Release will be supported for one (1) year after the commercial release of the next Minor or Major Release, provided always that Customer makes use of the last Maintenance Release of the related Minor Release.
For example, AX – ANYWHERE Framework 1.0 for Microsoft Dynamics AX 2009 will be supported until one years after the release of AX – ANYWHERE Framework 1.05 for Microsoft Dynamics AX 2012, and so on.
Maintenance Release
A Maintenance Release will be supported for six (6) months after the commercial release of the next Maintenance Release.
For example, AX – ANYWHERE Framework 1.01 for Microsoft Dynamics AX 2009 will be supported until six months after the release of AX – ANYWHERE Framework 1.0 for Microsoft Dynamics AX 2012, and so on.
These Versions, Release and updates are a benefit of the Dynamics Anywhere for Microsoft Dynamics AX Enhancement Plan, and Dynamics Anywhere expects that Partner keeps customers solution updated to the most current standard.
