Keep your business moving to ward width professional support - fast response times, proactive solutions, and an engineering-driven approach to achieving your business goals
NaviWorld Vietnam Co., Ltd. has built it's reputation on exceptional customer service and support. Our staff is friendly and skilled in helping each client get the most out of their software solution.
At NaviWorld, we are dedicated to the long-term success of our clients and intended to be their reliable partner not only during system implementation but also during post-implementation as client business evolve.
NaviWorld Vietnam firmly commits to maintain the Vietnamese Localization Pack (VAS) solution development roadmap following the Microsoft Dynamics Statement of Direction / Roadmap. We shall endeavor to release a newer version of VAS solution within 2 months after any new version of Microsoft Dynamics NAV been available. We do ensure our solution always remain compatible with any releases of the Microsoft Dynamics NAV product.
Naviworld Vietnam also provides support services for VAS solution according to Microsoft Support Lifecycle policy. The support services offer consistent and predictable guidelines for product use when a product releases and throughout that product’s life. For any release of VAS add-on solution, we offer a minimum of 10 years of support (5 years Mainstream Support and 5 years Extended Support).
|Type of support||Mainstream support phase||Extended support phase|
Request to change product design and features
Other hotfixes (bug fixes)
Only available with Extended Hotfix Support
Complimentary support included with license, licensing program or other no-charge support programs
Paid-support (including pay-per-incident Premier and Essential Support)
NaviWorld provides Ongoing Support Services regarding the daily usage of Microsoft Dynamics software solution and localization package within period as specified in the Agreements between NaviWorld and Customers. The Support services will include but not be limited to the following:
Please note: On-going Support Services will be performed by telephone, email and remote access when required.
The Additonal Service Requests to be provided by NaviWorld shall include, but not be limited to, the following:
Please note: Additional Support Services will be performed onsite when required.
Our Support Center response targets are set to provide a framework for service expectations. Our goal to provide the same, consistent level of support with a balance reached between the severity of the issue and the time spent waiting for a response.
The severity of the problem, the service levels of the support program you have all determine the speed and method of our response. The response time is the time taken between you creating your support ticket and our team starting to work on the ticket. We offer response targets based on the level of support available to you, with the level difference being that Critical, High, Medium, and Low.
The following outlines the target time commitments for providing the initial response and for providing status updates on the support ticket.
|Severity Level||Service level Description||Initial Response (in business hours)|
Emergency – Severe Business impact
Standard – User Impact
A system error which does not restrict the use of the system to perform necessary business operations.
* Note: For Emergency After-hours Support, Customers must contact our Emergency After-hours Support line. Tickets submitted via our Support email or Support Portal will be reviewed during regular business hours.
NaviWorld Vietnam is a leading solutions provider of end-to-end integrated and adaptable business management solutions for mid-sized companies in Vietnam and South East Asia. With solutions catering for various sectors from Distribution to Retail, Services to Manufacturing, NaviWorld brings a portfolio of internationally proven, fully integrated technology business solutions to our customers.
11th Floor, 41 Hai Ba Trung Street, Hoan Kiem District, HN
Tel: +8424-3636 6268