OVERVIEW

We are providing professional 1st Tier service to our customers to maintain maximum productivity for their existing Microsoft ERP Dynamics 365 (Finance & Supply Chain Management, formerly Dynamics AX) systems. Providing technical and functional support, and proactive customer service. Customer Support to solve immediate user needs to keep your users productive. FEATURES

Escalated Customer Service Second-tier support services are provided by seasoned technical consultants. Customer support service is a proactive function performed by our escalations team (senior consultants) to resolve immediate and long-term customer support needs. As a global Microsoft partner, we have direct access to their support team for escalated cases.

Customer Success - 7 Days x 14 Hours • Engage with users with an attitude of prompt and quality service • Being there for them with answers and issue resolution when they need it the most -- to keep productive. • Offering different channels for users to connect -- providing responsive and proactive (when escalation is needed) customer support. “We are working together to achieve your short and long-term goals.”

3 Level Support (compliant with ITIL and ITSM) • Level 1 - 1st level user support • Level 2 - Our technical consultant joins into support case • Level 3 – Microsoft Global Support coordinated by ETG

DYNAMICS SURE STEP This Service is the “Operation” part of the Microsoft Dynamics SURE STEP methodology

TIMELINE & PRICE • 7 days a week, between hours of 08:00 - 22:00 (including statutory holidays) • $4,725 / mo

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