ax support options | david jenkins and david linton

AX Support Options

David Jenkins djenkins@bdo.ca David Linton dlinton@bdo.ca

Agenda• Introduction• Microsoft Service & Support• BDO Account Manager• BDO Support• Self-help Tools

Microsoft Service & Support1. Enhancement Plan• 16% of Protected List Price

2. Advantage PLUS Support Plan• 25% of Protected List Price

Microsoft Service & SupportEnhancement

PlanAdvantage PLUS

Support PlanPrice 16% of PLP 25% of PLP

CustomerSource Access

Product Releases, Hotfixes, Tax & Reg updates

Unlimited Online Training

Transition investment credits

Protected List Price

Problem Resolution Support

Managed Community Forums

Lifecycle Services

BDO Account Manager• Each client assigned an Account Manager• Regular status update calls• Keeps you informed of events and services• Arranges resources for projects and training

BDO Support• Warranty for customizations• Post go-live support on a T&M basis• Improvement Projects• BDO Support Desk

BDO Support Desk GOLD SILVER BRONZENumber of tickets 100 50 25

Access to expert BDO Solutions team for resolution of minor and major support issuesTicket prioritization over non-BDO support subscribersinternet-based support ticket entryTicket escalation managementSupport coverage Monday to Friday 8am to 5pm ETGuaranteed response timeAnnual support call usage analytics and reportingMonthly support call usage analytics and reportingMicrosoft Support Ticket management for BDO Solutions serviced softwareISV Application 3rd Party Support - Ticket use for BDO Solutions serviced softwareAnnual System Health Check on LIVE environmentAnnual Solution Architect Assessment

24/7 pre-arranged after-hours Support Coverage

BDO Support Desk - SysAid

BDO Support Desk - Benefits• Maintain a predictable support budget• Guaranteed SLA for support requests

• Increase availability of business-critical Enterprise software• Keep your users on board• Issue Tracking and Reporting

Urgency Gold Silver Bronze

System Down < 1 hour 1 hour 2 hours

Urgent 1 hours 2 hours 4 hours

Moderate 4 hours 6 hours 8 hours

Not Urgent 6 hours 8 hours 8 hours

BDO Support Desk - Examples• Issues:• User gets an error when trying to post a sales invoice• Delivery schedule on SO ignores ATP and carries over the

date from the previous line• Error when posting AP invoice against multiple receipt lines• Overnight Master Planning update fails with “not enough

threads” message

• Requests:• How do I link a user to an employee for workflow?• What is the process for revaluing sub-ledger foreign

currency balances?

Self-help Tools• BDO Connections Conference!• AXUG• Local chapter• Blogs and Forums• Training

• CustomerSource• TechNet

Summary• Microsoft Service & Support• BDO Account Manager• BDO Support• Self-help Tools