Why Do You Need a Support Plan?
Once your go-live date has come and gone, you shouldn’t feel like you’re on your own. A true partner is there to support you and help you become as self-sufficient as possible. But no matter how talented they are, even the most adept internal IT teams likely can’t handle all the challenges that come from maintaining your software solution. As consultants, we at Stoneridge Software have the advantage of troubleshooting and solving a wide range of problems—from average to complex—on a daily basis.
You reap the best return on your investment in a Microsoft Dynamics ERP or CRM system when users are comfortable and proficient with the system. Premier support plans include unlimited how-to training to ensure you’re getting the most out of your Dynamics implementation. Training is available as an add-on to Standard plans.
Our Support Team Can Help You With These Scenarios and More:
- You have a heavily customized environment.
- You’re not sure how—or if—you should upgrade.
- You’re not sure if your system is working properly.
- You have errors that keep showing up.
- You need to improve performance.
- You need to evaluate independent software vendor (ISV) add-ons or third-party products.
- You need your current ISV to work the way you want it to.
- You need training or mentoring.
- You need modifications.
- You need more reporting options.
You name it, we can help you. The Stoneridge support team consists of many former Microsoft support and development employees. During their time at Microsoft support, our team members fielded questions from across the globe regarding how Dynamics 365 and the Dynamics AX, NAV, GP, and CRM product lines work.
In addition to answering everyday questions, our team has successfully unraveled intricate, highly escalated customer scenarios. Stoneridge team members who worked for Microsoft in research and development helped develop, test, and document product lines as product managers, developers, testers, and technical writers.
The Benefits of a Stoneridge Support Plan
Stoneridge offers two support plans: Premier and Standard. A third pay-as-you-go option is a good choice if you’re not ready to commit to a support contract. With pay-as-you-go support, you can access any area of assistance in the Premier and Standard plans, billed by time and materials.
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|Services||Pay As You Go (charged T&M)||Standard||Premier||Description|
|Designated Support Consultant||Included||Access to a Designated Support Consultant with your team for Senior level Support|
|Microsoft Major & Minor Release/Continuous Update Planning||$||Included||Included||Ability to incorporate & accept releases. Support from Stoneridge includes error resolution, Microsoft Ticketing, Preferred ISV Extension updates, and support for Regression Testing|
|User Security||$||Included||Included||Adjustments to user security and deprecation of user accounts for users no longer accessing the system|
|New User Set-up & Security||$||Included||Included||New user setup and assignment of established security groups and roles|
|Training||$||$||Included||Unlimited training how to/flex hours|
|ISV: Unlimited Break/Fix Support||$||$||Included||Unlimited break/fix support for Preferred ISVs deployed by Stoneridge Software|
|Stoneridge-Developed Extension/Customizations: Break/Fix||$||$||Included||Unlimited freak/fix support for extensions and report customizations developed and deployed by Stoneridge Software|
|Integrations: Troubleshooting and Break/Fix||$||Included||Included||Unlimited break/fix support for extensions and integrations developed and deployed by Stoneridge Software|
|Reporting||$||$||Included||One Jet Report or PowerBI workshop per year. Break/fix support of Stoneridge deployed reporting (Custom, Jet or PowerBI)|
|System Documentation||$||$||Included||Modification tracking/code tracking by Mod ID|
|ISV License Provisioning||$||Included||Included||Provision new licensing requests for Dynamics and ISVs|
|Annual Strategic Planning Meetings||$||Included||Included||Strategic review of technology investment, short & long-term opportunities to enhance & enable your business with the Dynamics technologies|
|Annual System Integrity/Optimization Check||$||$||Included|
|Extended Support Hours/Includes After Hours Support||Standard||Standard||Extended|
|Free Access/Attendance to Stoneridge Connect||$||$||Included||Client Team Members licensed for Dynamics BC|
|Additional offerings available time and material||$||$||$|
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Response Times for Critical and Important Support Requests
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|Severity||Situation||Pay As You Go (T&M) Response Times||Standard Plan Response Times||Premier Plan Response Times||Client Commitment|
|Critical||Critical business impact||1st call or contact within 2 business hours||1st call or contact within 2 business hours||1st call or contact within 1 business hours||Allocation of resources to sustain effort on a 24x7 basis|
|Severe loss or degradation of services||Continuous effort on a 24x7 basis until the issue is resolved||Continuous effort on a 24x7 basis until the issue is resolved||Continuous effort on a 24x7 basis until the issue is resolved||Access to the affected environment|
|Notification to Client's Account Executive||Notification to Client's Account Executive||Notification to Client's Account Executive|
|Important||Minimal to moderate business impact||1st call or contact within 8 business hours||1st call or contact within 8 business hours||1st call or contact within 4 business hours||Allocation of resources to assist with troubleshooting|
|System functioning but some capability not working as expected||Effort during business hours only||Effort during business hours only||Effort during business hours only||Access to the affected environment|
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All-Inclusive Support for Your ERP and CRM Solutions
Your Microsoft Dynamics–based enterprise resource planning (ERP) and customer relationship management (CRM) solutions probably include extensions from independent software vendors. Stoneridge partners with many ISVs, and we routinely integrate ISV products into ERP and CRM systems.
We know that it can be frustrating to coordinate support requests with multiple vendors, so we include support for preferred ISVs in Stoneridge support packages. In addition, ISV installation and configuration and support for non-preferred ISVs are available as add-on services.
Let us be your one-stop shop for ERP and CRM system support.
Stoneridge Support Highlights
Login to our dedicated support portal to initiate a support request or check the status of an existing request.
We assign every support request a case number, making it easy to keep track of multiple open cases.
Annual Strategic Review
You invested in a Microsoft Dynamics solution for your business. Now that your implementation has been up and running for a while, how can you make it better? What opportunities are there to use Microsoft Dynamics software to continue to streamline and grow your business?
Standard and Premier plans both include an annual strategic review of your system.
Microsoft Dynamics ERP and CRM solutions are complex. Beyond the need for break/fix support, your system needs a periodic review to ensure it’s performing at its peak. Premier plans include annual system optimization (available as an add-on with Standard plans).
You reap the best return on your investment in a Microsoft Dynamics ERP or CRM system when users are comfortable and proficient with the system. Premier support plans include unlimited how-to training to ensure you’re getting the most out of your Dynamics implementation.
Training is available as an add-on with Standard plans.
Add-On Support Services
Monthly or Quarterly Maintenance
Maintenance services can be conducted monthly or quarterly to help you identify and resolve errors, track performance issues, and keep your system running smoothly.
Health Check Services
During a health check, one of Stoneridge Software’s Dynamics experts will review your infrastructure, hardware, and product configuration and provide you with an easy-to-read, detailed analysis of your overall system performance.
Microsoft Dynamics AX application servers and your Microsoft SQL Server database configuration will be included in this review.
We have a bench of best-in-class developers, many of whom spent years working for Microsoft. We can work as an expansion of your development team or tackle your project from start to finish. Either way, we’re ready to partner with you for your development needs.
Stoneridge Software Offers Customer Service on Microsoft Products
Stoneridge Support is available to anyone using Microsoft products, whether you partnered with us to set up your Dynamics implementation or not.
Support for Dynamics 365
The Stoneridge Support team can assist with all things Dynamics 365. Of course, we provide Dynamics 365 technical support, fixing system errors, troubleshooting, and building and tweaking reports.
But our Microsoft Dynamics support services extend well beyond this, to optimizing your applications, providing training to ensure your users get the most out of your system, development services, and more.
Part of what makes Dynamics 365 so powerful for ERP and CRM solutions is its scalability and adaptability.
Ready to add a new application? Need to add users or change your service tier? Open a Dynamics 365 support ticket, and we’re on it.
Here are some of the Dynamics 365 applications our experts can help you with:
- Dynamics 365 Marketing
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Field Service
- Dynamics 365 Finance
- Dynamics 365 Business Central
- Dynamics 365 Supply Chain Management
- Dynamics 365 Project Operations
Support for More Dynamics Solutions
Support for Power Platforms
The Stoneridge team also provides training and support for Microsoft Power Platform applications, including:
- Microsoft Power BI
- Microsoft Power Apps
- Microsoft Power Automate
- Microsoft Power Virtual Agents
You can contact us for help with things like:
- Integrating Power BI with Dynamics 365 or troubleshooting your Power BI implementation
- Building or deploying custom apps for your business with Power Apps
- Streamlining and maintaining your automated processes with Power Automate
- Developing AI-driven chatbots with Power Virtual Agents
Support for Microsoft Azure
Whether you’re new to cloud-based computing or have had your IT infrastructure on Azure for years, there are always issues to deal with. Stoneridge Support services for Azure include system health checks, alert monitoring, backup and disaster recovery, and more.
Support for Microsoft 365
Microsoft 365 includes the classic Office applications but also incorporates newer offerings, including Teams, Admin Center, SharePoint, OneDrive, and more. Stoneridge Support can help you take full advantage of what Microsoft 365 offers, especially its deep integration with Dynamics 365 and Azure.
Contact Stoneridge Software to learn how our seasoned support team can assist you
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Reach Out for Implementation Support or Guidance
We encourage you to leverage Stoneridge’s proven technical expertise in supporting the implementation of Microsoft business products. Our support team has deep knowledge of everything from the familiar Office programs to cloud-based infrastructure to Dynamics 365 ERP and CRM solutions.
We’ve earned Microsoft Inner Circle and US Partner of the Year status from Microsoft—distinctions that should give you confidence that you can trust Stoneridge as your support partner for Microsoft products. Contact Stoneridge today to learn more about our support plans or sign up for one.
“I’ve been extremely happy with the services provided by Stoneridge Software and would thoroughly recommend them for their high ongoing levels of customer service. Definitely the best in the industry!”
Mike Gretsch, IT Director, Hallmark Insights
“What I like best about Stoneridge Software is the high level of technical knowledge and the ability to handle mission-critical issues.”
Amy Axness, Controller, J & D Manufacturing
“I have been pleasantly surprised by the consistently high quality service delivered by Stoneridge Software and would highly recommend their services to anyone looking for a hard working company in the accounting & finance software sector.”
Debbie Rutledge, Star Advertising
“Stoneridge has individuals that not only bring technical solutions to the table, but also business perspective. I feel, that some of the support/developer staff truly perform as an extension of my IT staff.”
Bill Blomker, IT Manager, Crest Healthcare Supply
“Stoneridge Software (formerly DFC Consultants) have been my go-to provider for over 20 years. I always receive first rate service and would definitely recommend them to anyone in need of the services they provide!”
Joletta Morrell, Beco Inc.
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