Stoneridge Software Dynamics 365 Subscription Support Plan FAQs 

by | Updated April 28, 2021 | Dynamics 365 Business Central, Dynamics CRM

Who benefits from a Dynamics 365 subscription support plan?

Dynamics 365 subscription support plans are available for Stoneridge Software clients that have Dynamics 365 Customer Engagement and Dynamics 365 Business Central deployed in the cloud.  

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?

The standard and premier support plans offer different benefits. You can view the full list of benefits here 

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 the Dynamics 365 Customer Engagement Subscription Support Plan: 

  • New module implementations such as adding Marketing or Customer Service  
  • 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. 

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

The following are not included in the Dynamics 365 Business Central Subscription Support Plan: 

  • Upgrades  
  • Development or customization requests 
  • Support for non-subscription supported ISVs 
  • Personalized training  
  • Custom documentation  
  • Technical support such as database moves, hosting services, etc. 

What is the difference in response times between the standard and premier levels of support?

The premier level will receive responses to support requests within 1 to 4 business hours based on severity.  Additionally, premier support includes extended support hours of 7 a.m. to 6 p.m. CT.,

Standard level support clients will receive responses to support requests within 2 to 8 business hours. Support hours range from 8 a.m. to 5 p.m. CT.

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 or contact 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.

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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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