Choose your path Increase your proficiency with the Dynamics 365 applications that you already use and learn more about the apps that interest you. Up your game with a learning path tailored to today's Dynamics 365 masterminds and designed to prepare you for industry-recognized Microsoft certifications.
Visit Microsoft Learn
2020 release wave 1Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 TimelineWatch the 2020 Release Wave 1 virtual launch event
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
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).
Business Applications communities