Roll up or Service Pack - Impact on Microsoft Support

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I need to confirm for a client if Microsoft support defines Roll ups as Service Packs for CRM 2011, the reason is:

http://support.microsoft.com/lifecycle/search/default.aspx?sort=PN&alpha=Dynamics%20CRM&Filter=FilterNO

The Support lifecycle is straightforward (as above)

The ambiguity is in the Service pack support: http://support.microsoft.com/gp/lifepolicy which states it supports the current and previous Service pack release.

However as far as I am aware there are no service Packs for CRM 2011, so the question is whether RTM is sufficient for MS Support or if Roll up 14 is the minimum requirement (i.e. Roll up 15 is the current latest release).

The client is quite conservative and is

A) Keen to remain inside MS Support in case of significant issue

B) Does not want to deploy new Roll ups without specific purpose

I have spent some time looking for confirmation one way or the other but would appreciate anyone being able to point me in the right direction

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Hosk on at

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Unless the rollup is signifant like CRM 2011 rollup 12, which brought in some Javascript changes (e.g. no CRM 4 or unsupported Javascript)

I would think it's good practise to install the latest rollup. It would probably be a good idea to wait a couple of weeks in case they put in a bug.

The reason MS support want you to have the latest rollup is because you might be calling about a problem which has been resolved. So although there is perhaps no actual policy, if you called to raise a problem the first thing they will do is ask what rollup you are on and then advise you to apply the latest rollup to see if that resolves the issue.

Usually the rollups fix bugs and improve performance, so it is worth keeping the CRM version up to date.

If you want you could not deploy the rollup until you have an issue and then you could apply the rollups to see if that resolved the issue before reporting it to Microsoft.

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Community Member on at

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Thanks for the response Ben but its a specific query around MS Support rather than best practice.

I agree you generally want to keep up to date as per your response but that's not the query.

I'm just looking for MS policy on whether on CRM Support from Microsoft Roll ups are analgous to Service Packs (i.e do you NEED to stay within the latest roll up to ensure MS support on your current release).

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Hosk on at

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reading the Support policy, my interpretation is you do not have to have the latest rollup to be elible for MS support

support.microsoft.com/.../lifebizsolfaq

What is the Support Policy for Microsoft Dynamics CRM cumulative updates and update rollups.

There isn’t a specific policy defined for Cumulative or Update Roll-ups. These updates follow the same dates as the version and service pack in which they were made available as defined by the Microsoft Support Lifecycle Policy.

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Lozici Cezar 890 on at

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Hi,

I confirm that Microsoft Support does NOT require you to have the application updated at the highest version available in order to be eligible for Technical Support.

Thank you for using Microsoft Dynamics CRM Communities

Cezar Lozici

Support Engineer

Microsoft Dynamics CRM

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Community Member on at

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Thanks for your response Cezar,

Do you think there will be a point when there is a minimum Roll up pack for CRM 2011 to get support?

I guess when Windows Server 2008 R2 drops out of support the minimum would be Roll up 13 anyway (as I understand thats the minimum for Server 2012)

Regards, Alistair

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