I’ve fielded a few questions from clients recently on why you should have a Dynamics AX support plan in place. As a consultant who troubleshoots a variety of issues on a daily basis for multiple companies, I’ve thought quite a bit about the answer to this question. There are a number reasons for why you should have a support plan for your Dynamics AX system, but for me, it boils down to two main reasons.
The benefits of a Dynamics AX support plan has two major components:
- A Customer Portal
- A Ticketing System
A Ticketing System for Dynamics AX Support Plans
Let’s talk first about the ticketing system. When you’re on a Dynamics AX support plan and you email, call, or send a smoke signal to Stoneridge or (your own partner if they use a similar system), a help ticket is created and there is no chance of it getting lost between all the junk email we all get every day. This allows us as a support partner to get help to you faster. We are also able to categorize your issue and respond much more quickly.
A ticketing system also provides more accountability. Once your ticket is in the helpdesk we have a Service Level Agreement (SLA) in place, depending on the severity. This means if we don’t respond to you in a reasonable time, my boss will know. Since I like to keep on his good side, you will get a faster response.
The other aspect to this is that when we correspond through the ticketing system, the conversation is recorded to completion in the Customer Portal. This allows you to go back if necessary if the issue arises and review the notes of the case and try the same resolution. If this was not logged in the Customer Portal you would be digging through your emails, trying to piece it all together.
A Customer Portal for Dynamics AX Support Plans
Another key component to having a Dynamics AX support plan is access to the Customer Portal. The Customer Portal is a great resource to view your current and historical cases. The ability to systematically search for this information saves you time and money. Don’t get me wrong, a true partner wouldn’t hesitate to help you every time, but we typically see that clients like learning to fix issues themselves, as it only allows your knowledge of Dynamics AX to grow.
Bonus: ISV Support for Dynamics AX
If you don’t see the high value yet, as a true partner Stoneridge has taken our support offering to the next level. Not only do we offer break/fix in support, we also help manage your ISV add-ons. This means that when you have an issue with an ISV product for Microsoft Dynamics AX, you are not responsible for contacting the ISV. By having a dedicated support partner, you have one go-to resource, we take on the work from there and work with the ISV to resolution.
Most importantly out of all of the reasons above, a true support partner wants to help you! As a support consultant, I get satisfaction knowing that our team can solve really complex problems and you get the reassurance that someone has your back when you need it.