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We ran Full live with NAV 2013 last June and today we are having trouble with our service provider. The project is still in implementation period for over a year now and they are already insisting us to sign the warranty and close the project. We still have minor issues with the system that haven't been resolved and according to them it would already be part of the warranty hours. The project was frozen during the first quarter of this year to give way for the audit period. We resumed after that period and issues/concerns/problems on the system went out. They were able to resolve though except for the remaining minor issues that they said will be part of warranty hours. One of the major problems we encountered with them is the license issue. Instead of loading our license, they loaded their license in our live database and these caused us too many problems especially on access on tables. Our license is on the starter pack and theirs is for extended version.
Our company hadnt signed the warranty thus we consider the project isnt close yet. But our provider insisted that whether we sign or not they will impose on the warranty. Our company would like to know if this is a harassment or a normal process for partners.
Do we really get charged if we found out issues from NAV standard and ask them to resolve it?
what are usually the coverage of warranty?
What are the implications in case we did not renew our Business Ready Enhancement Plan?
Thanks...
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I have the same question (0)Hi,
Some of the questions you ask are specific to the contractual terms that you have with your service provider, and therefore need to be answered in that context. I refer specifically to queries about warranty period; what's included and what's excluded; do you get charged or not.
On the subject of project closure, it is my view that if the system has gone live, is in use in a production environment, two things must have happened:
1) the provider said "we've completed the project tasks and in our professional opinion the system meets the requirements for use in production."
2) the buyer said "we've tested the system and accept that it meets our requirements for use in production. The service provider can go home and we'll take responsibility for what happens from now on."
Your story looks to me that the system was not ready, issues were known and corrections were required but still a green light was given anyway. In my view, this means that some agreement between the two parties was needed to close off the main part of the project and deal with "the rest" in terms that are not clear from your forum post. I think that someone needs to step back and draft a new agreement for completing these tasks.
As for the license:
Part of the project go-live tasks needs to be transitioning from a test system to a live system. It is necessary that the test system has your company's license applied to it so that your acceptance testing in meaningful BEFORE someone gives the green light to the transition from a project to a system ready to use in a production environment. If the license applied to the test system does not give you the functionality you need, then the acceptance testing could never yield any result other than "FAIL - this system cannot be used in a production environment".
Using your service provider's license instead of yours is a breach of the licensing agreements. You will probably need to buy the Extended Pack for your license as this will be more practical than stripping out the functionality that was implemented relying on the Extended Pack being present.
As for the Business Ready Enhancement Plan (BREP):
The BREP gives you a number of entitlements connected to the use of NAV, updating the software and having access to Microsoft resources. They are too long to list here but you should find them on CustomerSource. In my opinion, for as long as anyone in your company uses Dynamics NAV, be it for day to day use or for for archiving old data, the Enhancement Plan must be active. Anything else is too risky in terms of maintaining a system that contains business information and is connected to a network. Don't cut corners.
My company has a QA team, made up of qualified software testers, working alongside the consultancy and development teams. This is our way of doing things, because we believe that an independent review of different components in your ERP system is needed to ensure that there's quality in the delivery. If you would like to discuss this further and use our services to bring "re-inforcements" to your project team, get in touch.
Best regards,
Nuno Lima
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