SAGlobal provides an array of support services for Microsoft Dynamics GP. SAGlobal’s support facility consists of a dedicated team of full time support engineers who provide excellent customer support services. We have built our business upon maintaining excellent long-term relationships with our customers; to underpin this we must offer an excellent support service. Our support team has high caliber, experienced consultants, including implementation consultants.
Guaranteed response within 1 hour (for high impact cases) - SAGlobal’s expert friendly team solves over 90% of cases themselves, within 2 hours of being logged. For complex issues, we have a permanent backup premier support arrangement from Microsoft - enabling us to rapidly obtain assistance from the best Microsoft engineers, including original Dynamics developers. This ensures our capability of dealing with any Dynamics related case for our customers.
SAGlobal Customer Support
Points to consider before you log your case:
SAGlobal’s Customer Portal gives customers the ability to quickly log support cases and review their history and progress. Account administrators can review employees access and progress, and get updates on their account information and status.
Upon ordering software licenses, customers automatically get signed up with a software maintenance contract with Microsoft. SAGlobal generally renew customer’s contracts during the renewal period, but certain customers question the value of renewing their contract. We are here to reassure our customers that when they sign up to a maintenance contract for a Microsoft solution they are indeed getting value for their investment.
They are taking an important step in protecting the significant investment they have made in time, money and effort associated with the software they have installed, upon which they depend to fulfil critical business processes.
Optimise and increase the performance of your solution by accessing the latest product enhancements.
Microsoft’s investment in R&D is aimed at improving the Dynamics product versions, regulatory compliance releases, product fixes, service and feature packs.
Improved PlanningAccess to a clear and predictable support timeline for your solution, with a minimum of five years’ support, plus the option to move between one package to another.
Your protected list price forms the basis for future transitions.
Eligibility to use Microsoft’s customer portal – Customer Source . Customer Source contains downloads, useful documentation, discussion boards, free online learning, latest news and events. A significant advantage, however, is the technical knowledge base, which helps some of your more technically able staff to troubleshoot, find solutions to common issues and search “how to” guides and articles. This could potentially reduce your solution cost by relying less on the services of your support partner and maximising the skill-set and productivity of your staff.
SAGlobal therefore strongly advises that every customer keep their plan current. For customers who have allowed their plans to lapse there is also the disincentive of re-enrolment fees which can be quite onerous.