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ArcherPoint Support Plans for Microsoft Dynamics NAV and Dynamics 365 Business Central

The charter of our Help Desk is to provide timely response for our clients who need assistance with their Dynamics NAV or Dynamics 365 Business Central software and operating environment. The Help Desk is staffed with veteran Dynamics NAV/Business Central 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 with our Basic support plan. 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 Dynamics NAV or Business Central 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 their plan.

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

Dynamics NAV / Business Central Basic Pearl Sapphire Diamond
Cost / Month Per MSA $850 USD / 
$1250 CAD
$1500 USD /
$2000 CAD
$2000 USD /
$2700 CAD
Response Guarantee 24 Hours 12 Hours 4 Hours 2 Hours
# of Authorized Users (included) 1 2 3 4

Maximum # of Approved Users
Optional - add $100 USD / $135 CAD (user / month)

2 5 15 *U
Break Fix and How To Questions
  • - Lanham E-Ship, EDI, E-Receive, and E-Mail
  • - ChargeLogic Payments, Shipping, and Notify
  • - Easy Security
  • - Serenic Payroll
       
Training

One-on-one refresher training on previously implemented NAV / Business Central Modules

       
Yearly One-Hour Power BI Assessment        
Hours Per Incident Under Plan   2 2 3
Dedicated Resource
  • Weekly Review of Open Cases
  • Budget Monitoring of Open Cases
  • Discounted rate for onsite services delivered by dedicated resource
       
Yearly Case Analysis
  • Up to 3 hours
       
Onsite or Virtual Visit
  • Annual onsite (virtual) visit up to 8 hours at no cost. Additional onsite (virtual) time available at normal hourly rate. Travel expenses will be billed. 
       

U = unlimited
Pricing shown as USD (United States Dollars) / CAD (Canadian Dollars)

Download the support plan pdf for support plan terms and conditions and available add-ons.

Why Choose An Unlimited Support Plan?

Services covered under our Unlimited Support Plans (Pearl, Sapphire, Diamond) include resolution of functional issues, remote training sessions on previously implemented Dynamics NAV or Dynamics 365 Business Central modules, and general troubleshooting assistance. Support for any incident is limited to two or three hours, based on your plan. Some plans also cover initial analysis, budget approvals for development requests, and development by our support development team.

Support Plans Include The Following Add-Ons:

  • Lanham Associates E-Ship, E-Receive, E-Mail, and EDI
  • ChargeLogic Payments and Notify
  • Easy Security
  • Serenic Payroll
  • Jet Reports basic
  • Zetadocs
  • Rental Process Management (RPM)

ArcherPoint supports older versions of Navision, Dynamics NAV, and of course the latest Dynamics 365 Business Central versions. 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 Microsoft supported 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 Sapphire or Diamond 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 weekly meetings 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 needs and objectives
  • provide a discounted rate for onsite services delivered by the DSR

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

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 or Business Central in support of your prioritized business objectives and goals.

Support Plan Add-Ons

In addition to the plans above, ArcherPoint can provide additional support services for:

  • Dedicated Release Manager (Business Central SaaS only)
  • Jet Reports
  • Jet Analytics
  • IT Support Services
    • Monitor, configure, and manage servers
    • Backup / Recovery plans
    • Advisory services for Business Central / Dynamics NAV IT environments

View the support plan pdf for support plan terms and conditions, pricing, and available add-ons.

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

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