Dynamics Support Plans

Stoneridge Support plans are packaged to suit your needs

Service Level Agreement

  • Stoneridge Software provides an 8 business hour service level agreement for each contact on a support incident with normal severity
  • Customers will be contacted within 4 business hours for critical issues (identified in the support tool or sent as “High Importance” to the email alias
  • The response time does not guarantee a resolution, but we will work to try to resolve your incident at each contact. The Service Level Agreement starts over with each new submission from you – whether on the same incident or a new incident
  • Customers are entitled to a credit of 1 hour’s support cost if we do not contact you within the service level agreement time
  • Support Severity Definitions

 

What’s Covered

  • Dynamics AX application and technology support
  • Dynamics NAV application and technology support
  • SQL configuration as it relates to the Dynamics products
  • Windows Server configuration as it relates to the Dynamics products
  • ISV products related your Dynamics AX or NAV deployment

 

What’s Not Covered

  • General SQL and Windows support for non-Dynamics machines
  • ISV support requests may require additional troubleshooting by the ISV. Support would not cover additional charges related to support provided directly from the ISV
  • Microsoft support incidents – if the issue needs to be escalated to Microsoft support, you would need to pay the per incident charge from Microsoft (currently $259). If the issue turns out to be a bug, the credit card will not be charged for the incident

How to Contact Support

 

Support Hours

  • 8 a.m. to 5 p.m. on Monday-Friday (except Holidays and quarterly company meetings)
  • After hours support available at a higher rate

Hallmark Business Connections Partners With Stoneridge Software

Hallmark Business Connections, based in Minnesota, is the business-to-business unit of the Hallmark Cards brand. Robyn Schroeder, Director of Internal Business Systems, talks about why they partner with Stoneridge Software on their Microsoft Dynamics AX ERP implementation.

Contact us to inquire about support packages to fit your needs.

About Stoneridge
Stoneridge Software is a unique Microsoft Gold Partner, with emphasis on partner. With specialties in Microsoft Dynamics 365, Microsoft Dynamics AX, Microsoft Dynamics NAV, Microsoft Dynamics GP and Microsoft Dynamics CRM, we focus on attracting the most knowledgeable experts in the field to our team, and prioritize delivering stellar solutions with maximum impact for your business. At Stoneridge, we are deeply committed to your results. Each engagement is met with a dedicated team, ready to provide thorough, tailored, and expert service. Based in Minnesota, we intentionally “step into your shoes,” wherever you are. We focus on what you care about, and develop trusting, long-term relationships with our clients.

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