Encore Support Options for Dynamics AX 2009 & 2012 After Microsoft’s End of Mainstream Support

Encore Support Options for Dynamics AX 2009 & 2012 After Microsoft’s End of Mainstream Support

“Microsoft’s end of mainstream support” means that there will be no Microsoft-generated system patches, security updates, or support from Microsoft. However, customers can purchase ‘Extended Support’ which prolongs the end of Microsoft’s support until the system’s ‘Extended Support End Date’ (this date varies by product version). If you’re a Dynamics AX 2009 or Dynamics AX 2012 customer and do nothing before Extended Support ends, it’s almost certain that your risks around security and compliance will increase. And remember that these risks will only grow over time, so it’s vital that you take action as soon as possible. Below you’ll find various options for each version of Dynamics AX that is facing Microsoft’s end of support.

Dynamics AX 2012 R3 Customers

Mainstream support will end 10/12/2021, but extended support continues until January 2023. This means that Encore will still receive the Microsoft support that is essential for supporting your environment and system, but after October 12, 2021, Microsoft will release security hotfixes only. Then in January 2023, Microsoft will stop supporting the AX 2012 R3 version which will dramatically limit our ability to support your environment.

After October 12, 2021, Encore can provide AX 2012 R3 support with the proper notes and clarification of the responsibilities and expectations on both the functional and technical support of the AX 2012 R3.

AX 2012 R3 Risk Matrix

Dynamics AX 2012 R3 Support Options

Option 1 – Upgrade to Dynamics 365 Finance and Supply Chain Management (Recommended)

Support Highlights:

• You receive full and ongoing support from Microsoft Support.
• Encore is a Microsoft Advanced Support (ASfP) for Cloud Services certified partner. This means we have direct access to Microsoft support if there are critical work stoppage issues or technical break-fix support issues.
• Encore provides upgrade, troubleshooting support, training, and guidance.

Option 2 – Move Dynamics AX 2012 R3 Environments to Microsoft AZURE Hosted Environments

Support Highlights:

• Environment issues are streamlined since you remove the third-party middleman. This leads to faster resolution times.
• Encore is a Microsoft Advanced Support (ASfP) for Cloud Services partner. This means we have direct access to Microsoft support if there are critical hosting issues.
• Encore can provide troubleshooting support for both the server environments as well as the AX 2012 R3 application.

Option 3 – Keep Dynamics AX 2012 R3 Hosted at Current Hosting Provider

Limited Support Highlights:

• Encore support can only troubleshoot AX 2012 R3 application issues and will not have direct access to your environment.
• Encore can work with your third-party hosting provider, but we are limited to the access and cooperation that they provide.
• Encore can create support cases with Microsoft support since we are an ASfP partner, but we may be limited on issues that may involve the actual environments that are hosted by another third party.

AX 2009/2012 RTM/R2 Customers

Microsoft’s Extended Support End Date for Dynamics AX 2009, Dynamics AX 2012, and Dynamics AX 2012 R2 on-premises customers is April 12, 2022.

AX 2009 2012 RTM/R2 Risk Matrix

AX 2009 2012 RTM R2 Support Options

Option 1 – UPGRADE to Dynamics 365 Finance and Supply Chain Management (Recommended)

Support Highlights:

• You receive full and ongoing support from Microsoft Support.
• Encore is a Microsoft Advanced Support (ASfP) for Cloud Services partner. This means we have direct access to Microsoft support if there are critical work stoppage issues or technical break-fix support issues.
• Encore provides upgrade, troubleshooting support, training, and guidance.

Option 2 – Upgrade AX 2012 RTM/R2 to R3 and Move to AZURE Hosted Environments

Support Highlights:

• This gives you access to Microsoft extended support for hotfixes and system down support until 10/23/2023.
• Environment issues are streamlined since you remove the third-party middleman which means faster resolution times.
• Encore is a Microsoft Advanced Support (ASfP) for Cloud Services partner. This means we have direct access to Microsoft support if there are critical hosting issues.
• Encore can provide troubleshooting support for both the server environments as well as the AX 2012 R3 application.

Option 3 – Sign up for Microsoft Extended Security Update (ESU) Program Before 10/12/2021

Support Highlights for Those on Azure:

• The program is free if you purchase Dynamics 365 Finance and Supply Chain Management licenses before 10/12/2021. See more about Microsoft’s Extended Support Extension Program.
  • You will receive extended security updates until 1/12/2023.
• We can begin a strategic, working roadmap to migrate you to Dynamics 365 Finance and Supply Chain Management.

Support Highlights for Those Hosting at a Third-Party Company:

• The above points apply.
• Encore support can only troubleshoot AX 2012 RTM/R2 application issues and will not have direct access to your environment.
• Encore can work with your third-party hosting provider, but we are limited to the access and cooperation that they provide.

Option 4 – Stay on Current Version With No Extended Support

Limited Support Highlights:

• There will be no support or security hotfixes from Microsoft.
• Encore support can only troubleshoot AX 2012 RTM/R2 application issues and will not have direct access to your environment.
• Encore can work with your third-party hosting provider, but we are limited to the access and cooperation that they provide.
• Encore support will require a retainer and you will be billed against the retainer at an hourly rate or be billed at a higher hourly rate without a retainer in place.

Next Steps

As you can see, there are important decisions to be made in order to secure both the security of your system and the future support that you may need. Fortunately, there are options. Encore’s experience both in migrating on-premises solutions to online and in upgrading Dynamics AX clients to Dynamics 365 Finance and Supply Chain Management ensures that any decision you make will be carried out reliably and with as little interruption to productivity as possible. Contact us to talk through them and find the path that’s best for you.

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