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Always ontime with quality support
SMART business provides wide range of customer support services, maintenance of information systems, development and modernization of functionality of the implemented Microsoft Dynamics products.
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Get support by
Service Plan Terms
Each request is assigned a priority level:
| Priority Level | Description | Reaction Time |
|---|---|---|
| Critical | Issues blocking the normal functioning of the system | Immediate (< 30 minutes) during working hours |
| Normal | Normal Priority | 4 hours during working hours |
| Low | Low Priority | 16 hours during working hours |
Reaction is defined as analysis of the issue and estimation of required work. The estimation is sent to the customer for approval.
Working hours — 9:00 to 18:00 GMT+2, Monday-Friday.
These are standard SLA conditions. Please refer to your support contract for your specific conditions.
Statement of Direction
Our objective is to align the development of SMART solutions (including SMART Accounting and SMART Distribution) with the Statement of Direction for Microsoft Dynamics NAV.
We constantly upgrade our solutions to the latest versions of NAV as they are released, to incorporate and use the new features and functionality added by Microsoft. The upgraded solution is released within 3 months of a Microsoft release of a new major version/update.
Lifecycle
Mainstream support lifecycle for SMART solutions (including SMART accounting and SMART distribution) is aligned with Microsoft’s lifecycle for Dynamics NAV.
After the end of mainstream support, extended support options are available.
Legislation Update Policy
The following options for legislation updates are possible, depending on the customer’s solution version and enhancement plan for add-on:
| Supported Version (NAV 2013R2–2016) | Enhancement Plan for Add-on | Update Policy |
|---|---|---|
| Yes | Active | Development is free Merge is charged |
| No | Active | Development is free, but downgrade to unsupported version is charged Merge is charged |
| Yes | Expired | Development and merge is charged |
| No | Expired | Development, downgrade and merge is charged |
FAQ and Knowledgebase
Updates to the product regarding legislation changes are being maintained on the external Yammer network for customers:
https://www.yammer.com/smartcustomers
Overview of features, technical implementations or new technologies can be found at weekly seminars/webinars which are available online:
http://smart-talks.org
Escalation Contact
Natalya Onyshchuk
no@smartbusiness.com.ua
+380 (67) 505-0835