4Dynamics Corporation and our 4Dynamics partners can provide following solution support, but are not limited to:
- Help Desk
- Problem investigation and correction
- Onsite Customer support as required
- Training and skill transfer
- Customization
- Industry specific adaption
- Deployment
- Cloud Computing
- Hosting
- Other services
The support will be provided according to agreed contract
In the interest of prioritisation of work by our partners and 4Dynamics Corporation each request should be qualified by severity by the requesting designated contact. Incident priority will be agreed at the time of call logging by our 4Dynamics partners and 4Dynamics Corporation.
Examples of Insident levels:
| Severity | Description | Meaning |
| 1-Critical | Severe Business Impact | Situation where the live system is unusable for any purpose or a key component of the service is unavailable (e.g. Perform a sale through 4Dynamics Solution). |
| 2-High | Significant Business Impact | Situations where important elements/functionality is unavailable; whereas the main elements of the system are operational, e.g. module not available or not performing to optimum standard. |
| 3–Medium | Minimal Business Impact (default priority) | Situation where system features and functionality are unavailable but a work around is available, e.g. Minor database function unavailable OR application function unavailable. |
| 4-Low | No business impact | Small changes to be made as soon as is practicable and general queries on the usage of the functionality. |
| 5-None | No impact | Features, translation terminology etc. If part of strategy features will be evaluated and if considdered released in future version or service packs. |
Examples of Response Times
Severity 1 - respond 8 working hours, resource within 24 working hours.
Severity 2 - respond 24 working hours, resource within 48 working hours
Severity 3 - respond within 48 working hours resource within 40 working hours.
Severity 4 - respond within 40 working hours and resource when available.
Severity 5 - no respond, features will be considdered and evaluated for future versions or service packs.
Required Support
In the event of a problem requiring support of the 4Dynamics solution that cannot be resolved remotely, the parties will jointly develop and implement a plan to resolve the problem. Such plan may demand that the 4Dynamics Corporation attend the 4Dynamics Partner’s or Customer’s site.
The 4Dynamics Partner has responsibility of maintaining an IT infrastructure that makes it possible for 4Dynamics Corporation to access the Customer sites installation.
4Dynamics Partner is responsible at any time to make all login information available for remote support.
Support is only granted after certified staff at 4Dynamics Partner has examined and verified the problem. Only certified staff can request prioritized support.
The Support is only granted for 4Dynamics Solutions covered by an agreement and maintenance plan
4Dynamics Corporation is granted the right to invoice the 4DynamicsPartner, for services and other costs.