Stoneridge Software Dynamics 365 Subscription Support Plan FAQs
Who benefits from a Dynamics 365 subscription support plan?
Dynamics 365 subscription support plans are available for Stoneridge Software clients that have Dynamics 365 ERP and CRM solutions in the cloud, as well as other tools within the Microsoft stack.
Dynamics 365 deploys two major releases each year. With a subscription support plan from Stoneridge Software, you’ll not only be able to deploy the releases into your environment without issue, but you’ll also work with our team to learn how the features in the release are applicable to you and how they will impact your business.
A subscription support plan is ideal for companies who:
- Need additional software admin resources or don’t have an internal resource
- Are interested in extending your team to include domain and technical knowledge
- Have customizations or integrations deployed by Stoneridge
- Would like to predict support costs
- Want a simpler way to take advantage of new features and enhancements in the releases
What is included in the support plans?
Stoneridge has three Dynamics 365 support plans offer different benefits and, including:
- Essential: Ideal for businesses with relatively stable applications and limited customizations and integrations.
- Advanced: Ideal for businesses with more customizations and integrations, solutions that need further enhancements, or limited IT resources.
- Premier: Ideal for businesses with recently launched solutions, complex Dynamics 365 cloud deployments, or extensive customizations.
What is the difference between support and managed services?
Support is for "break-fix" scenarios with your solutions. For example, if you are receiving a consistent error message that isn't allowing an end user on your team to perform a task, you would reach out for support.
Managed Services offerings are more geared towards system updates or implementations. If you want to manually update your system or potentially integrate a new ISV, you would reach out to our Managed Services team.
What is not included in a support plan?
There are projects and items that are not covered by the support plan. These projects are billed for time and materials.
*Note - these lists are not all-inclusive. Clients can work with our support team find out if your request is included.
The following items are not included in Dynamics 365 Subscription Support Plans:
- New module implementations
- New business process implementation
- Projects requiring an architect or project manager
- New integrations
- Changes that require coding or data integrations
- Support for non-subscription supported ISVs
- Personalized training
- Custom documentation
- Technical support such as database moves, hosting services, etc.
- Reporting and analytics
Examples of projects that would require a time and material statement of work include:
- Building and deploying a canvas app
- Generating Power BI interactive dashboards
- Creating SSRS reports
- Developing a portal
- Developing custom plugins or Power Automate workflows
Note this lists are not all inclusive. To gain a more comprehensive picture, reach out to Stoneridge with questions.
What is the difference in response times between the standard and premier levels of support?
Stoneridge is always dedicated to responding to your support request quickly. While the response time may vary depending on what your request is, we follow this structure based on the type of support plan you have:
- Essential: Fast
- Advanced: Faster
- Premier: Fastest
We also have two sets of support hours depending on the type of support plan you have:
- Advanced and Essential Support Hours: 8 am to 5 pm CST - Monday to Friday
- Premier Support Hours: 7 am to 6 pm CST - Monday to Friday
You can also book an "office hours" type session with our team if you have multiple issues to discuss.
Who do I contact if I want to know if something is covered or not?
If you have a question related to your support plan, you can contact your Account Manager, Client Partner, or reach out to our support team.
How much does a support plan cost?
The cost of a support plan depends on your number of users and the number of modules in use. Please reach out to us at solutions@stoneridgesoftware.com for an estimate.
How do I log a support request?
To submit a support request, log in to the Stoneridge client portal and submit a ticket or email our support team. Instructions on how to do this are provided during the onboarding for support clients. Additionally, you can read more about how to submit an effective support ticket and how to navigate the client support portal on our blog.
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