How 365 Support Helps
- jonathan.pritchard
.In this article
365 Support Introduction
365 Support is a team of dedicated individuals that bring many years of experience, on both the service and customer sides. This combination of multiple skill sets provides well-rounded care with any services that may be requested.
Team Members
Matina Jost – Brings 5 plus years of NAV/Business Central implementation experience, leading and supporting dozens of projects - focused on user engagement, training, and support.
Daved Murch – Brings 11 years of Microsoft Navision experience, plus seven years in a customer support role, including Microsoft Navision and LS Software support.
Rohit Chainani – Operates, develops, and supports MS Dynamics using Microsoft tech stack. Rohit has worked for several years with MS partners, vendors, and in an end-user environment.
Support hours
Our support staff is available via the support desk tool, from 9 am EST to 8 pm EST. Should there be a need for immediate retail emergency assistance outside of those operating hours our hotline is staffed 24 hours, 1-888-609-6766. 365 Observes North American National holidays and has support representatives in various places in North America, including EST time zones and PST time zones. This allows 365 to provide support through various times of business hours of operation.
How to request services
Support ticket online portal: Via our web support tool, users can submit help requests for all severity levels of tickets. Our team is fully integrated with our support tool to ensure tickets are reviewed in a timely and effective manner.
Toll-Free Hotline: Our staffed hotline is available for emergencies 24 hours a day. 1-888-609-6766.
We request the hotline be reserved for emergencies only.
Should there be a need for emergency after-hours retail support a retail service representative is available at the emergency hotline.
Tips for submitting effective support request services are:
Include steps to recreate. Even if it seems obvious, all steps provide clues to potential issues. Following exact steps allows the support team to recreate or quickly determine a cause for an issue.
Remember to include screenshots. Full-screen details can provide clues or reasons why an issue is occurring. Including them in steps to recreate is a great way to ensure a ticket has the most information possible for the support staff.
Be as descriptive as possible. Single-line tickets requesting support are hard to review in-depth, requiring multiple questions and responses. Full, descriptive, initial details help get to the root of the issue quicker.
Remember to include all areas affected. If more than one terminal/computer/station is affected, please include this information. Is it happening in a specific company or all companies? Knowing if a problem is localized or widespread helps determine potential causes.
Don’t forget to monitor your tickets. Sometimes questions get missed when tickets are not reviewed. We want to be able to expedite any requests but require feedback at times as well for effective efficient resolutions.
365 Support Service Level Agreements
Outlined below are 365 competitive service-level agreements.
Priority 1 – Urgent – Highest Severity Level
Definition:
Priority 1 represents a complete loss of service or a significant feature that is completely unavailable. The system is down, and no workaround exists.
Qualifying conditions:
System crashes, freezes, or terminates uncontrollably - Example: System keeps crashing and becomes unresponsive. We are unable to ring sales at retail locations.
Corruption or loss of data - Example: Hosting site reset users in NAV. As a result, all relations to Enablement are lost and users cannot see their role centers.
System fails to start or connect - Example: POS is down or cannot create work orders.
Hosting site – technical issue - Example: Error message appears when users try to launch POS or NAV. Failure is caused by activities done by vendors on the hosting site. The outage affects more than one customer.
Priority 2 – Medium – Restricted Operations
Definition:
Priority 2 represents a problem that may restrict a production system but does not prevent it from operating. Many users are unable to perform their normal functions. Inconvenient workaround or no workaround exists. The system is usable but severely limited.
Qualifying Conditions:
Performance issues - Example: Modules not functional for some users but working for others.
Time-sensitive disruptions - Example: Not able to print shipping manifests or accounting department cannot post payments.
Lack of permissions - Example: User lacks write access to a table.
Licensing issue: Example - Cannot perform an action in the system due to insufficient license.
Priority 3 – Low - Minimum Business Impact
Definition:
Priority 3 represents a minor service impact. Non-critical bugs, feature enhancement requests, or recommendations for future product improvement. The customer retains the ability to access almost all business resources.
Qualifying Conditions:
Inquiry regarding a function in the system - Example: How to close financial periods?
Feature enhancement request - Example: New inventory report by Item and Location or add a new field on a page.
Expand user base - Example: Add new users and assign permissions.