How the MS Support plan is designed?

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Posted on by Ramit Paul

22,803 Most Valuable Professional

Hello Experts,

I have a curiosity about the support plan/subscription available in LCS.

1:Is this the support plan comes under the license or that is extra chargeable?

2:And for the normal support plan, does MS charge based on quantity of issues raised?

3: Do they charge for service request, which is basically comes under "How to" category?

Note- I am only asking about supported versions for D365 FO.

Thank you in advance.

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Junaid Idrees on at

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Hi Ramit,

There are 03 main broad level categories in support plans:

1. Subscription support

2. Professional direct support

3. Premier support/Unified Core

- When we buy D365 unified operation plan for finance. Let's say 20 for users, it comes by default with "Subscription support" plan model with LCS access and that is free of cost with unlimited service tickets and it's SLA 5 days a week during office hours (no weekends included).

- If we need better response time then We can buy "Professional direct support" plan. It's 24/7 . We pay (9$/Monthly) per user. If you have 20 users then 180 $ monthly. I have personal experience, you open a ticket then within 30 minutes you will receive a call from MS support engineer.

-Premier support is quite expensive and it's start with 25k $ as far as i know. Rapid support response time with minimum downtime. One good thing in this plan is it covers all Microsoft products support.

In D365 from support perspective, Microsoft has created one unified category that covers all D365 family products. There is no specific support plan for finance and operations or D365 supply chain or D365 commerce.

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Ramit Paul 22,803 Most Valuable Professional on at

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Thank you Junaid, well articulated.

So, in any of the plan the charges aren't based on quantity of the ticket raised, instead based on license quantity.

I think I have unified.

Thank you Again.

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Junaid Idrees on at

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Yeah it is not based of #s of ticket we submit on LCS.

Please find below the subscription support plan benefits:

go.microsoft.com/.../

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Sheela Ningappa Microsoft Employee on at

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HI,

I hope the thread is answered now. I will go ahead and close this thread.

Thanks,

Sheela

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