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Dynamics CRM 3.0
Our service plans are more than a software maintenance programthey are a key element of a customer's ongoing success and expertise with a business solution. Microsoft Dynamics support offerings are designed to deliver industry-leading services, helping you ensure greater overall success with your investment.
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If you are a Microsoft Dynamics CRM customer who purchased through Microsoft Volume Licensing, you are automatically enrolled in a service plan called Software Assurance. Your service plan benefits scale according to your product purchase. Plan features are determined by if you purchased from the Open, Open Value, Select, or Enterprise Agreement licensing programs.
If you purchased from the Open or Open Value licensing programs, the benefits in your Software Assurance program include:
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Two Technical Support Incidents with a Three-Hour Guaranteed Response Time
This benefit is available for customers with system list prices of $3,000 US or more. |
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Discounts on Flex 5-Pack Support and Flex Per-Incident Support |
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Managed Newsgroups
These online forums help customers collaborate with other customers to learn about their solution and solve technical issues. If questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
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Online Training Benefits
With Software Assurance for Open and Open Value, two users can access the Foundation Library of Microsoft Dynamics Online Training. This eLearning option helps customers learn about the details of their solution with two subscriptions to the Foundation Library, which provides self-directed tutorials via any PC with Internet access. |
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Two Microsoft CRM eCourses
eCourses provide in-depth training with content equivalent to our classrooms while also supplying the convenience, flexibility, and travel savings of online learning. |
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All Product Updates
Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics. |
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Transformational Assurance
Prepare for the future with Transformational Assurance. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The Transformational Assurance benefit is available for all supported editions of Microsoft CRM. |
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CustomerSource
Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource, provides access to a searchable technical database, discussion boards, news, a subscription service, and more. |
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Ability to Make Suggestions for Future Products and New Features
Many of our product improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board Survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource. |
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Ability to Purchase Additional Products, Users, and Services |
Download the Software Assurance for Open and Open Value Data Sheet (200 KB Portable Document Format file*)
If you purchased from the Select or Enterprise Agreement licensing programs, your benefits reflect the commitment you have made to a certain volume of product purchases. Your Software Assurance program includes:
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Unlimited Technical Support Incidents with a One-Hour Guaranteed Response Time |
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Ability to Proactively Initiate Chat and Screen Sharing on Support Requests
Chat and Screen Sharing can help you quickly access support professionals and efficiently resolve technical issues. Have a real-time chat conversation or, with your permission, hand over control of your computer to the support professional to have the technical issue resolved for you. |
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Managed Newsgroups
These online forums help customers collaborate with other customers to learn about their solution and solve technical issues. If questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
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TechNet Plus
A TechNet subscription is the definitive resource of tools, software, and utilities that IT professionals rely on to plan, deploy, manage, and support the other Microsoft products and technologies that you use, such as Microsoft Office, Microsoft Exchange Server, or Microsoft Windows XP Professional. |
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Online Training Benefits
With Software Assurance for Select and Enterprise Agreement, four users can access the Foundation Library of Microsoft Dynamics Online Training. This eLearning option helps customers learn about the details of their solution with four subscriptions to the Foundation Library, which provides self-directed tutorials via any PC with Internet access. |
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Three Microsoft CRM eCourses
eCourses Provide in-depth training with content equivalent to our classrooms while also supplying the convenience, flexibility, and travel savings of online learning. |
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All Product Updates
Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics. |
| |
Transformational Assurance
Prepare for the future with Transformational Assurance. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The Transformational Assurance benefit is available for all supported editions of Microsoft CRM. |
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CustomerSource
Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource, provides access to a searchable technical database, discussion boards, news, a subscription service, and more. |
| |
Ability to Make Suggestions for Future Products and New Features
Many of our product improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource. |
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Ability to Purchase Additional Products, Users, and Services |
For more information regarding Software Assurance, visit the Software Assurance Web site.
Download the Software Assurance for Select/Enterprise Agreement Data Sheet (205 KB Portable Document Format file*)
With the Full Packaged Product (FPP) Maintenance Plan, you'll enjoy access to powerful tools and information that can help you save time and boost productivity along with the assurance of keeping your solution current by receiving software upgrades and updates.
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All Product Updates
Receive all major releases, minor updates, and tax updates for the product you currently own. You will also receive database releases, if the database was purchased from Microsoft Dynamics. |
| |
Transformational Assurance
Prepare for the future with Transformational Assurance. This benefit provides you with the ability to move to a future Microsoft Dynamics application suite without having to repurchase the functionality you currently have licensed, as long as you remain enrolled in a Microsoft Dynamics service plan. The Transformational Assurance benefit is available for all supported editions of Microsoft CRM. |
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CustomerSource
Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource, provides access to a searchable technical database, discussion boards, news, a subscription service, and more. |
| |
Online Training Benefits
With FPP Maintenance, two users can access the Foundation Library of Microsoft Dynamics Online Training. This eLearning option helps customers learn about the details of their solution with two subscriptions to the Foundation Library, which provides self-directed tutorials via any PC with Internet access. |
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Discounts on Flex 5-Pack Support and Flex Per-Incident Support |
After the first year with a new solution, customers who purchased through FPP should purchase Software Assurance through Volume Licensing in order to receive continuous service. For more information regarding Software Assurance, visit the Software Assurance site.
Download the FPP Maintenance Data Sheet (141 KB Portable Document Format file*)
Deluxe Support Services is the highest level of support plan available for Microsoft Dynamics. It provides your company with a personalized service relationship focused on your Microsoft CRM applications. Most importantly, youll receive the services of a trusted advisor from Microsoftan account manager for your company that can provide the focused attention you need to maximize the investment in your Microsoft Dynamics software.
With Deluxe, Microsoft Dynamics CRM customers can receive the value and benefits of Deluxe Support Services. It includes:
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Technical Services Account Management (TSAM) An assigned professional who manages the Microsoft Dynamics relationship with the customer and partner to provide technical expertise to assist with existing projects and future planning that extends beyond day-to-day support. |
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An on-site supportability review and report. |
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Support coverage defined by your Software Assurance or FPP Maintenance enrollment. Each applicable support incident will be updated to receive priority status and the one-hour guarantee. Additional incidents or unlimited support are available for purchase. |
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24x7 Support Access for Severity 1 issues. |
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Priority status on support requests delivered by Senior Support Professionals. |
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A one-hour guaranteed response time on support requests |
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Escalation management |
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An orientation and planning session to maximize the value of your service plan benefits. |
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Topical support Webinars for Deluxe Support customers |
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Managed Newsgroups These online forums help customers collaborate with other customers to learn about their solution and solve technical issues. If questions you submit aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond. |
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A TechNet subscription is the definitive resource of tools, software, and utilities that IT professionals rely on to plan, deploy, manage, and support the other Microsoft software and technologies that you use, such as Microsoft Office, Microsoft Exchange Server, or Microsoft Windows XP Professional. |
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Deluxe Support Services Newsletter |
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Additional seats to the Foundation Library select up to six individuals to access these online training tutorials. |
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20% Discount on eCourses |
Download the Deluxe Support Services Data Sheet (214 KB Portable Document Format file*)
Flex 5-Pack Support and Flex Per-Incident Support provides an affordable way to receive support from Microsoft for those who prefer to "pay as they go."
Flex 5-Pack Support provides you with greater responsiveness, the convenience of an advanced purchase, and an even more affordable way to receive support from Microsoft Dynamics.
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Receive a three-hour guaranteed response time on both telephone and electronic** support requests. |
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Flex 5-Pack Support incidents expire one year from the date of the purchase of the package. |
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If you are enrolled in Software Assurance for Open, Open Value, or FPP Maintenance, you'll receive a discount on Flex 5-Pack Support. |
Flex Per-Incident Support provides you with convenient access to support assistance on an as-needed basis.
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Receive an eight-business-hour response time on both telephone and electronic** support requests. |
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Flex Per-Incident Support can be purchased with a credit card when requesting support assistance from Microsoft. |
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If you are enrolled in Software Assurance for Open, Open Value, or FPP Maintenance, you'll receive a discount on Flex Per-Incident Support. |
Download the Flex Support Data Sheet (121 KB Portable Document Format file*)
*Download Adobe Acrobat Reader.
**Service plan enrollment and CustomerSource access is required to submit support incidents electronically.
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