Skip to main content



No record found.

Microsoft Dynamics AX forum

Pay per incident model + Software error

Posted on by

Hey guys,

I was wondering what the process is for the scenario where a support ticket for DAX2012R3 has been raised under the PAYG model where the cause of the issue turns out to be a SW issue with the product itself. Will we get a refund for that particular case and if so, how will it be refunded? Full amount or will it be refunded as an incident to be used at a later time?

Thanks and hoping to get an answer to this!


  • Marcus-se Profile Picture
    Marcus-se on at
    RE: Pay per incident model + Software error

    Thank you everyone for the answers. You've all been very helpful and I appreciate it!

  • Verified answer
    Ludwig Reinhard Profile Picture
    Ludwig Reinhard Microsoft Employee on at
    RE: Pay per incident model + Software error

    Hi Mark,

    If you run into a software glitch then MS will usually not charge you for the support ticket and give you a refund.

    To be absolutely sure, try to get into contact with the support agent to get this confirmed for your issue.

    Best regards,


  • Verified answer
    Umesh Pandit Profile Picture
    Umesh Pandit 9,102 User Group Leader on at
    RE: Pay per incident model + Software error

    you would get refund with the help of TAM at Microsoft, mostly number of hours.

  • Verified answer
    nmaenpaa Profile Picture
    nmaenpaa 101,148 on at
    RE: Pay per incident model + Software error

    Hi Marcus-se,

    your Microsoft Account Manager (who manages your support plan on MS side) might be able to give you the best answer.

Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .


André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 287,773 Super User

Martin Dráb Profile Picture

Martin Dráb 225,513 Super User

nmaenpaa Profile Picture

nmaenpaa 101,148


Featured topics

Product updates

Dynamics 365 release plans