On Going Maintanance & Support for Microsoft Dynamics 365

Overivew

Optisol has a dedicated offshore support team offering a offshore/onsite support model. We offer flexible support package plans for you to choose based on your need.

Our dedicated D365 Finance/AX support team comprises of strong technical and functional consultants committed to provide SLA based support service with at most customer satisfaction.

Customer Support Ticketing System

OptiSol offers maintenance support service packages Silver, Gold and Platinum based on the number of support hours per month.
OptiSol shall provide only L2 and L3 support for all the issues that are collated and reported by the Client.
Reported tickets will be acknowledged in 30 mins during the working hours.
Issues/bug fixes will be given higher priority and there will be an agreed SLA (Service Level Agreement) to take care of Showstoppers/ Critical/High/Medium/Low priority issues.
- Showstoppers – Will be solved within 24 hours if received during the work time of the resource, Monday to Friday.
- Critical Issues – will be solved within 2 days
- High Issues – Will be solved in a week’s time
- Medium and low issues – Will be solved based on the priority and release frequency.
The suggested release frequency to production is one release max per week.
OptiSol will take care of backlogs based on agreed priorities and roadmap.
All enhancements shall be estimated with a detailed story. The client shall provide all required information, and stories approved before estimation and moving forward.
Critical issues will be updated on patches and for enhancements, code releases will be based on the customer’s approval and release schedule.
Efforts beyond the man-month baseline will be invoiced on an hourly basis.
OptiSol will provide a timesheet and status report on a monthly basis.