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ArcherPoint Support Plans for Dynamics NAV

The charter of our Help Desk is to provide timely response for our clients who need assistance with their Dynamics NAV software and operating environment. The Help Desk is staffed with veteran Dynamics NAV consultants averaging in excess of 10 years’ experience.

ArcherPoint has always offered and continues to offer access to the Help Desk on a time and materials basis. For some clients, this is an acceptable model and the one they choose. However, for others, an ad hoc support approach falls short in several ways, most notably in that it discourages seeking help due to cost.

Our unlimited support plans arose from a desire to create a mechanism that would encourage clients to call the Help Desk and talk about any topic related to their NAV software. We wanted to provide an environment wherein our clients could count on predictable response times and controlled costs associated with their day-to-day needs. We developed several plan levels so that clients can select a plan that best suits their needs and helps them gain the most value from the plan.

Support Plans are six month contracts with monthly payments based on the chosen level of support.

Pricing and Plans	Basic	Bronze	Silver	Gold	Platinum	Platinum 10
Billing Type
Monthly Subscription		X	X	X	X	X
Time and Materials	X
Core Features
Unlimited Support Portal Access	X	X	X	X	X	X
24/7 Emergency Support	X	X	X	X	X	X
Guaranteed Response Time	24 hours	12 hours	8 hours	4 hours	2 hours	2 hours
Number of Authorized Contacts		1	2	3	4	4
Dedicated Support Representative				X	X	X
Annual Server Health Check					X	X
Annual Strategic Account Review					X	X
Development Work Included						10 hours
Pricing
Time and Materials Billing	$195/hour
Fixed Monthly Cost		$750	$1,000	$1,500	$2,000	$3,000
Minimum Month Commitment		6	6	6	6	6

Why Choose an Unlimited Support Plan?

Services covered under our Unlimited Support Plan include resolution of functional issues, remote training sessions, and general troubleshooting assistance. Support for any incident is limited to two hours. Some plans also cover initial analysis and budget approvals for development requests.

ArcherPoint can provide assistance for nearly any NAV version.We will deliver our best effort to support our clients regardless of the version they use. However, Microsoft limits the support they provide to us based upon versions. Please refer to this link for a list of currently supported Microsoft Dynamics NAV versions.

Technical support services are available 24/7, 365 days per year (additional costs may be incurred for emergency support should a developer or consultant be required).

Additional Service Plan Benefits

Dedicated Support Representative - Clients who have selected a Gold or Platinum support plan are entitled to work with a Dedicated Support Representative (DSR). Along with providing assistance with a client’s NAV system, the DSR can:

conduct regularly scheduledmeetings to review statuses on all open tickets
review budget information for work not covered by the support plan
escalate any open requests
work with the client to ensure all process and modification requests support the company’s business needsand objectives

These non-billable services are limited to four hours per week for Gold Level plan clients and five hours per week for Platinum Level plan clients. Any coordination services that exceed the allowed plan level limit will be billed at standard rates.

Annual Server Health Check

Clients who have selected the Platinum plan are entitled to an annual server review. These services are limited to eight hours of service at no charge. Any additional time needed to complete the review will be billed at standard rates. An initial analysis will be conducted to establish a baseline for ongoing system maintenance and monitoring, identify any urgent maintenance requirements and provide a foundation for future disaster recovery if needed. Potential security risks are also identified. We compile these findings in a document for future reference.

Along with the initial analysis and baseline documentation, quarterly health maintenance checks are performed where results are compared to previous metrics so that potential issues can be detected early and resolved before issues arise.

Areas to be monitored are:

review of SQL server for obvious deficiencies in disk, RAM and CPU resources
review of SQL anddatabase settings for best practices and maximum performance
review of SQL maintenanceplan
review Backup and Restore procedures
provide summary of output and recommendations

Annual Strategic Account Review

The Strategic Review consists of an ArcherPoint sales-led set of meetings and discussions with management (onsite and/or remote) to determine the potential business value to be offered by ArcherPoint and Dynamics NAV in support of your prioritized business objectives and goals.

For more details about ArcherPoint's Unlimited Support Plans, contact your account manager or ArcherPoint via web form today.