Supports Services
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.
Vietnam Localization Pack – Support Lifecycle and General local supports
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 | Available | Not available |
Security updates | Available | Available |
Other hotfixes (bug fixes) | Available | Only available with Extended Hotfix Support |
Complimentary support included with license, licensing program or other no-charge support programs | Available | Not available |
Paid-support (including pay-per-incident Premier and Essential Support) | Available | Available |
Post implementation supports
On-Going 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:
- All questions regarding the daily use of the software provided by NaviWorld Vietnam
- Applications or those portions customized by the NaviWorld Vietnam;
- All questions regarding the daily usage of the custom developed add-on solution Issues regarding processing of standard and custom reports;
- Issues regarding Month End Procedures execution;
- Software configuration issues and fixes;
- Software help, guidance and recommendations;
- Guiding the customer’s staff through the process of installing and running any fix routine to the program and data;
- Any other issues regarding operations of the Software;
Please note: On-going Support Services will be performed by telephone, email and remote access when required.
Additional Support
The Additonal Service Requests to be provided by NaviWorld shall include, but not be limited to, the following:
- Resolution of any identified and repeatable fault in the Software which include program fixes and/or reconfiguration of application parameters;
- Resolution of Software issues and faults not covered by the warranty agreement;
- Provide training on the use of the Software;
- Update on new changes available and installation and implementation of updates and new releases of the Software;
- Software configuration issues and fixes;
- The rectification of lost or corrupted data;
- Development of enhancements and modifications to the Software to meet new applicable regulatory, statutory and/or legislative requirements or to improve customer’s productivity in general;
- Continuous Improvement – Analysis of commonly occurring problems and recommendations to improve the overall productivity of customer in using the Software;
Please note: Additional Support Services will be performed onsite when required.
Response Time Targets
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) |
|---|---|---|
Critical | Emergency – Severe Business impact
| <=2 hour |
High | Business Restriction
| <=4 hours |
Medium | Standard – User Impact
| <= 8 hours |
Low | User Annoyance A system error which does not restrict the use of the system to perform necessary business operations.
| <= 16 hours |
* 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.
READY TO DISCUSS YOUR SUPPORT NEEDS
We work with you to tailor support services to meet your immediate and long-range objectives.