Can someone give me some examples of when they would use their problem resolution support incidents? I have been able to find a lot of valuable information just by reading the forums so I'm not exactly sure when there would be a need to use the support incidents. Huge emergencies? Or are they just more one on one support for issues you might have using GP?
Thanks!
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Victoria,
As always....you are a wealth of information!
Thank you for your time that you took to answer me.
As someone else commented above, I was not the person that signed the original agreement and now I'm just trying to make sure we don't waste/lose resources that we purchased.
I will certainly consider the suggestion to not have additional support incidents included on the renewal.
Have an awesome day!
P.S. Thanks to all that replied. :-)
LEILANIGRANT,
I believe that typically support incidents can be used for "break/fix" issues. For example, when you are getting an error or when something is not working as expected or documented. Typically support does not include training or advice type issues, like "how do I set up the Fixed Assets module?" or "we have a new business process and I wonder how we can best set this up in GP?". Without knowing the specifics of your questions/issues, it's tough to say which of those yours would be classified as. It's also possible that support would be willing/able to help with non break/fix issues, especially if you have support incidents included in your maintenance plan that are about to expire. You can ask - they will let you know if something is not covered by support.
Another consideration, if you have not already renewed your maintenance plan for next year, is that you can switch to a less expensive maintenance plan that does not include any support incidents. Why pay for them if you're not using them? You can then spend the difference in the cost of the plan on consulting time from your GP Partner, who should be able answer your questions whether they are break/fix or something else.
Hope that helps.
Thanks, KPW.
We do have a support plan (Business Ready Advantage) that expires in 56 days and if that means we've "paid" for them already and will lose them when the plan expires for this year, I by all means would like to use them however possible. Given as I said above that I have plenty of questions/issues that I'd LOVE to bounce off someone.
I appreciate your time.
There isn't going to be an answer for this as many people have noted it is up to you when you want to use your support incidents. As for the cost of your cases or if you get a certain amount per your contract I am assuming you are not the person who was involved in this when your company purchased their support plan. I would recommend you talk with that person as other customers aren't going to familiar with the agreement you have made with Microsoft.
If you don't have a support plan you will be charged a $259 and be expected to pay before service has started. You will need a credit card.
This is if you don't have a support plan with Microsoft Look at you contract again and talk with your rep for clarification
So, when reading what the benefits are for our service plan and it says "Six Yearly Problem Resolution Support Incidents: Receive six yearly support incidents with a three-hour response time. Which means you’ll get answers to your support question so you can get back to business." they failed to put that "at an additional cost of $259"?
So confused....
Microsoft now charges $259 per incident so they should be reserved for something important. These incidents are not to be confused with support engagements where you may have MS writing scripts or developing customizations.
Thanks, Richard and KPW.
LOL...we have 56 days left on this year's service plan and have not used the 6 support incidents that were available.
I have PLENTY of questions/issues where I could use an "ear" to listen then hopefully answer, but didn't know if that would be the proper usage of the support incidents. No emergencies...but, definitely things that we need some guidance on.
Would that fall into the category of "entirely up to me?" :-)
That is entirely up to you. If you need an answer righrt away it would be best to open a support incident. Such as batch stuck in posting or crashes or any major issue that requires more immediate attention. YOu should get a response within 3 hours.
We use our support incidents when we can not find information to resolve the problem. Data Issue might require support incident, connections to Econnect, reset a password especially for 'sa', The information that is on the internet is helpful, but not always complete.
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