Hi All,
New to this site, and would greatly appreciate some possibly legal advice here.
My business runs Incadea as its ERP, a tailored version of Dynamics Nav designed specifically for the Automotive Industry. I do apologies if this fact therefore makes my question unsuitable for this forum.
We find the software extremely useful and have streamlined our business practices greatly since our first implementation a few years ago.
Our business is located in a Country that does not have an official Incadea office, but instead is represented by an 'Incadea Partner' - a local IT business who are licensed to resell Incadea licenses and support to local customers.
And herein lies the rub. Gradually, yet steadily, this local partner's support level has become excruciatingly bad and eye wateringly expensive. Our support tickets raised with them have gone from a response time of a few hours to an average of 1 week before they even assign us a ticket number, then at least another week before issuing an extortionate quotation, which once signed can sit unactioned for even more weeks.
So my question is, what are my legal rights in terms of support, if I say wanted to move our maintenance contract to another country? Would Incadea (the main company) have an obligation to provide me support from any country I choose, or am I stuck with their local partner due to Incadea's partnership with this local company?
For obvious reasons I cannot provide specific details such a country we use Incadea, nor the name of the local company involved, however I can state that both Incadea (main company) and the local Incadea Partner both reside within the EU.
Many thanks,
