Microsoft Dynamics Customer Support Changes

Last Modified Monday, June 1, 2015
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On October 3rd, we announced the availability of a new customer support offering, The Business Ready Advantage Plus plan for Microsoft Dynamics AX and Microsoft Dynamics NAV customers in select countries.

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Microsoft continually focuses on improving how we deliver and address our customer’s support needs. Beginning October 3rd, 2011, there will also be changes to the existing Customer Support plans for all other Microsoft Dynamics products. Customer satisfaction is our number one priority within Microsoft, so the purpose of this document is to clearly address the questions Microsoft Dynamics partners and customers may have regarding these changes.
Other Changes impacting Microsoft Dynamics support:

  1. Severity Based Response Time for the Business Ready Advantage Plus plan:​

    After October 3rd, 2011, the support response times for new and renewing Business Ready Advantage Plus customers, will vary based on severity. Customers will receive a 2, 4, or 8 hour response based on the severity of the issue. If you are an existing customer on a support plan, all existing terms and benefits of the support plan will continue until the existing contracts end. Additionally, as of October 3rd, M​​​icrosoft will no longer provide training vouchers. For further information on the severity level definitions, corresponding response times and other customer service plan benefits, view our support plan datasheets here.

    Why are you changing to a Severity Based model?

    • It prioritizes case handling according to partner and customer needs, giving priority to the most critical issues first.

    • It helps us provide a prioritized and qualified initial response

    How does this change improve our current response model?

    • This change will help us provide the appropriate level of attention to each case, leading to an improved support experience.

    • It will also allow engineers additional time to scope cases, and deliver more value in their first interactions with customers.

    Severi​t​y​ Situation Initial Re​sponse Time

    Critical Business Impact

    • Business has significant loss or degradation of service

    1 hour

    or less


    Moderate Business Impact

    • Business has moderate loss or degradation of service but work can reasonably continue in an impaired manner

    2 hours

     or less


    Minimum Business Impact

    • ​Business is substantially functioning with minor or no impediments of service

    4 hours

    or less​

    Microsoft Technet Plus benef​it:

    In an effort to add new value to our support plans, we continually evaluate benefit usage, as well as customer survey results. As of October 3rd, the Business Ready Advantage Plus plan will no longer include the TechNet Plus benefit which included technical resources and tools. Microsoft Dynamics Customers will continue to have full access to the Microsoft Dynamics Community and Microsoft Dynamics CustomerSource. These sites include similar Microsoft Dynamics specific resources and tools. Based on surveys, focus groups, and customer usage, customers currently enrolled in this plan perceived this benefit as having low value. Based on customer and partner demand, Microsoft is adding a new benefit to the plan.
    This change will impact customers when they renew their existing contract.

    Addition of 24x7 Problem Resolution Support:

    We are pleased to announce a new benefit we’ll now be including in the Microsoft Dynamics Business Ready Advantage Plus plan – 24 x 7 Support. This addition has been received very positively by customers and partners. Once customers renew their agreements after October 3rd 2011, they will receive 24x7 support on severity A cases. Upon renewal, customers will receive a confirmation email which will include a Microsoft phone number they should use to submit Severity A incidents, after business hours. It is important for customers to retain this phone number for their records.

  1. Flex (Pay per Incident) Price increase:

    Microsoft is also in the process of aligning the Flex (Pay per incident) pricing to Microsoft Pro (Pay per incident) support for other Microsoft products to better reflect the actual cost of providing this service. Effective October 3rd, 2011, the “Pay per Incident” pricing is increasing to $259 per incident. (Applicable for select products in US, Canada and English speaking LATAM regions)

  2. Microsoft Software Assurance Benefit Alignment - Microsoft Dynamics CRM (On Premise) and Microsoft Dynamics GP Volume Licensing Customers​

    In an effort to drive a consistent customer experience, Microsoft is aligning the Software Assurance benefit entitlement process for customers who purchase any Microsoft Dynamics product through Volume Licensing. Beginning October 3rd, 2011, all Microsoft Dynamics customers who purchase Software Assurance through Volume Licensing, will access their Software Assurance support benefits through their Software Assurance Agreement. To create a support case, customers will go to http://support.microsoft.com/sasupport, instead of going to CustomerSource. To learn more about the Microsoft Software Assurance benefits, visit www.microsoft.com/softwareassurance. To see the detailed announcement for this alignment, visit here.

If you have any further questions about these changes, please contact mbsservo@microsoft.com.

Microsoft Dynamics AX;Microsoft Dynamics CRM;Microsoft Dynamics GP;Microsoft Dynamics NAV;Microsoft Dynamics SL