NAVBUILD - Support Mechanism

CETAS recognizes the importance of providing thorough technical support for their vertical solution NAVBUILD CRM to ensure that the business process is not effected by any bugs or downtime caused in the system.

Support Process

CETAS’s Support program helps to ensure long term support and uninterrupted operation of your NAVBUILD Implementation. CETAS’ support services boast of following strengths:

  • More than 5 years of Dynamics Consulting Experience
  • Multi-language, Multi-localization exposure
  • Incident Based Support
  • Support available for both technical as well as functional request
  • Planned Hot-fix Rollouts
  • ITIL-ready support process
  • Multiple ways to reach the support team
    • Support Email
    • Telephone
  • Web-based knowledge-base system for users and technicians to search and add the troubleshooting docs
  • Strict adherence to Service Level Agreements and set escalation levels for the SLA violations

Just some placeholder content. Edit the module to change it.

Support provides Production Support Services for Microsoft Dynamics installations. CETAS Software Solutions with its functional & technical skills on Dynamics practise can offer support services at affordable cost.The support can be done through Onsite, Off-site or a combination of both.

Detailed Support Process

Submit a Trouble Ticket (Support Incident)

A comprehensive “Knowledge Base”, is available for users to refer and get their issues themselves. If the users are not able to resolve their issues by themselves, they can report the incident to Support representitive through the web portal. A touble ticket will be created the an acnowledgement will be sent to the user on creation of the ticket.

Alternatively, customers can also report an incident through Support Hot Line, Support Email or Support Instant Messaging Services.

Once a support incident is reported the severity of the incident will be verified by the system. If the issue is critical and requires immediate attention, the same will be forwarded to the Critical Support Desk of Support who will provide an immediate solution or work-around for the issue. For any non critical issues SLA will be verified and forwarded to the Level 1 representitive who will attend the issue and try to resolve it and inform customer about the resolution. If the Level 1 desk is unable to resolve the issue the same will be escalated to the Level 2 Support Desk of Support.

Support – Level 2

Once an incident is escalated to the Level 2 Support Desk of Support, a detailed analysis will be conducted on the incident to assess the type of the issue and the remediation required to resolve the same. The incident will be analysed and a detailed effort estimation will be done and sent for customers approval. A detailed impact analysis will be conducted for every remediation measures recommended. On approval of the effort estimation the incident will be forwarded to engineering desk. If the support issue required further consultation services, it will be forwarded to the business consulting team to take it forward.

Engineering

On approval of the remediation and effort estimation by the customer, the incident will be forwarded to the engineering department. Modification/Enhancement/Bug-fixing will be done by the technical team. Each modification will tested module-wise. Once the modifications are done and tested, a total integration test will be conducted to make sure that the remediation has no other impacts on the solution.

Acknowledgement, Approval and Closure

After the engineering team completes the modification and testing, user acceptance testing will be conducted. After UAT, the changes will be implemented into the customer’s database and testing will be conducted. Notification will be sent to the customer on the changes made and on approval, the incident will be closed. “Knowldge Base”will be updated with the details of the incident for future reference.

SLA

Response Time:

The time period within which CETAS Support Desk will contact Customer to acknowledge an Incident Report, commencing from the time that CETAS receives all required information

Final Resolution Time:

the time period from initial receipt by CETAS Support Desk of an Incident Report until CETAS Support Desk provides a workaround or fix to resolve the problem, or for Severity 2 and 3 cases, definitively identifies root cause and logs problem for fixing in a future release

Definitions of Severity Levels:

CETAS Support Desk will work with the Customer to assign the appropriate Severity Level to all Incidents according to the criteria below. Severity Levels are assigned to allow prioritization of incoming Incidents. CETAS support desk may reclassify Incidents if it reasonably believes that Licensee's classification is incorrect. In the event CETAS support desk determines that an Incident is in fact an Enhancement Request, the same will not be subject to the SLA.

NAVBUILD Product Life Cycle Policy

NAVBUILD, being built on top of Dynamics NAV from Microsoft, follows a similar product life cycle policy.

CETAS commits to the following in terms of releasing NAVBUILD on newer versions:

Within 6 months of Microsoft announcing the General Availability, CETAS will release NAVBUILD on W1 version. Other localizations will follow similar release dates of Microsoft, with the same 6 months of lead time.

CETAS commits to the following in terms of versions being supported:

CETAS will support 2 versions prior to the current version as released by Microsoft. For eg. Say 2016 is the latest version from General Availability point of view, CETAS will provide Enhanced Support to 2015 (the 1 version prior to 2016, the latest version) and Active Support to 2013 (& other sub-versions within 2013).

Enhanced support indicates new functionalities added in Latest Version, will also be made available in the 1 version prior to the Latest Version.

Active Support indicates maintenance patch releases only . ie back-porting of functionalities available in say 2016 will not be done in 2013.

Current Availability:

  • NAVBUILD on NAV2013R2 (W1) and IN localization – available on Enhanced Support
  • NAVBUILD on 2015W1 – available on Enhanced Support
  • N AVBUILD on 2015IN – will not be available, as Microsoft is not release IN localization on 2015.
  • NAVBUILD 2016W1 – release slated for Mar-2016
  • NAVBUILD on 2016IN – 2016IN localization is expected in Mar-2016 and NAVBUILD on 2016 will be made available by Sep-2016.

NAVBUILD Support team can be reached through :

Email : navbuild@cetastech.com

Tel : +91 44 4285 0231 or +91 44 2233 1496

How our company helps

See all testimonials

Our case studies

See all projects