Helpdesk Dynamics NAV
After completing the implementation of the NAV system, it is important for our customers to use the system safely and without any problems or delays. To ensure a smooth operation of the system, we have created Helpdesk team dedicated to the Microsoft Dynamics NAV system. In case of any problems with system efficiency or malfunctioning, our team of specialists is waiting for your ticket.
SLA, Service Window
Ensuring the safety and continuity of processes in the company is a key element in every business. We know how important is receiving an answer exactly when you need it. Therefore, in order to meet your expectations, we offer an SLA agreement precisely defining the response time and resolution time. Each registered issue falls into one of three categories depending on their priority.
|Priority 1 – critical errors||Priority 2 – high priority errors||Priority 3 – normal priority errors|
|Reaction: 1h |
|Reaction: 2h |
|Reaction: 4h |
Resolution: Best Effort
This is an error which seriously affects your operations for a group of users. Typical cases are: unavailability of the entire software, unavailability of critical functionality, inability to carry out a critical process in the system, damage to or loss of important data.
|These are serious issues which affect only one user (errors in user license, unavailability of critical functionality, inability to carry out a critical process in the system).||Characterized as an error in the system having only slight effect on your daily operations or an error which can be easily worked around by a user. It usually refers to the fact that the system is functioninig in a sub-optimal way.|
As a service window, we understand the time when our team of specialists is available for you. This is the time from Monday to Friday from 8:00 to 18:00. However, in the case of critical errors, our support is available 24 hours a day, 7 days a week.
The helpdesk service is based on reliable communication channels such as telephone and email. At the beginning of cooperation, you receive a dedicated telephone number. In addition to the that, you can use email address which will synchronize with our Client Portal created exclusively for the Helpdesk services. The purpose of creating a Customer Portal is to increase your convenience and, above all, move from question to answer in the fastest possible time. The Customer Portal also offers other facilities such as: access to an extensive knowledge base and insight into the history of tickets.
More about the offer of support and helpdesk on our website: nav-helpdesk.com