Support

The expertise for support is available when you need it. The services for support are bug fixing, updates, new releases and personal assistance. Typical support questions are mostly operational questions, regarding the use and functionality of the software, trouble shooting and generic ‘How do I ….’ questions. Navicon is offering Customers and Partners (VAR’s) support services. We provide support services to the Partners who are responsible for the support towards their customers (end-users) or the Customers directly. The support is offered by the Service Level Agreement (SLA) and is part of an annual Support Agreement.

Availability

During regular Service Hours incidents can be reported, replied to, and solved. The regular service hours for our offices are between 10.00 a.m. and 18.00 p.m. (local time). Inside and outside the regular service hours, incidents can be reported by filling in the support template and send them to support@navicon.com. Replying to incidents and solving incidents will be done during regular service hours.

If a problem emerges that cannot be sorted out during the service hours or in the required time, both parties will contact the right persons as described in the SLA to deal with the situation.

Remote support

If necessary, Navicon connects to (via remote control) the location of your application. In this way, we can come to an effective problem determination and based on that, to a solutions direction. We use TeamViewer as a tool.

Support Lifecycle

Navicon follows the support policy of Microsoft in case of standard support for the existing versions of Dynamics 365 of Dynamics AX. As long as Microsoft is supporting standardly, the existing versions of Dynamics 365 or Dynamics AX, Navicon will also supports the related HR Plus versions or Talent Apps.

Hotline

Is your company down because of the software and there is no work-around available, you can contact the local office of Navicon directly and ask your question(s) to the local support professional.