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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.
it's no problem at all to move to a different nav partner. this is a very common process.
incadea will also have no problem when switching.
you have only one thing to do: look for an alternative nav partner who sells/provides/supports the incadea automotive solution. for that best start here: www.incadea.com/global-network, or simply contact incadea directly for support (finding a new nav/solution partner). alternatively look for a nav partner in your region, who is familiar with the automative industry and it's processes and ask them if they would support you. if that works, they switch the nav license, contact incadea and bring you out of that partner/support hell. ;-)
by the way: in which country is your company located ?
Thank you very much for the info. This is in fact a huge help and gives me avenues of hope.
Please forgive me for not answering the specifics of company or country. Its a small place and I don't want to rock any boats publicly!
understand what you mean. sleeping dogs a.s.o.
Start Point for new partner search: solution providers
if you need additional support you can write me a private message (profile -> start conversation).
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