Services - Support
Smart Services for the Smarter Business
Advantage Business Systems’ Smart support solutions is a tiered level service that offers Microsoft Dynamics GP, Microsoft Dynamics NAV and Microsoft Dynamics CRM users a comprehensive range of support service options, that can be customised to meet the individual level of support required for an organisation.
Whichever level of support is chosen, Advantage is committed to providing a reliable service where the key objective is the speedy resolution of issues. Advantage has been supporting implementations of Microsoft Business Solutions for almost ten years and in that time has developed an unrivalled level of experience both in the implementation and support of business applications. The depth of knowledge and experience at Advantage means its clients know they are in safe hands.
Advantage also offers IT infrastructure assistance to complement the application support being provided, and is able to customise the level of service offered in balance with the level of skills available at the client’s site.
In summary, Advantage’s Smart support solutions offer a reliable, quality service based on excellent knowledge built up over years of experience that can be customised to the specific needs of its clients.
The purpose of Advantage’s Support Services is and will continue to be: " To improve our customers lives and business success by delivering superior, timely and effective personalised service solutions."
Support Levels
Advantage offers three levels of Microsoft Business Solutions support:
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Smart PLUS is the standard service that offers a good level of support for Microsoft Business Solutions implementations. The service would be of most benefit to clients with a working knowledge of Microsoft Business Solutions and access to core Microsoft IT skills. |
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Smart PREMIER is an advanced level of service that incorporates a degree of technical support to complement the Microsoft Business Solutions application support. The service would be of most value to clients with limited access to IT skills but whose applications are business critical. |
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Smart WORLD is a combined application and infrastructure support service that ensures high availability and performance of the systems in place. The service would be of most benefit to clients with very limited access to IT skills and/or a high dependence on the availability of IT to run their business. |
Advantage Business Systems Support Service Matrix
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Additional Services |
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Dedicated Account Management |
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Customer Education Program |
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Weekly Client Call Report |
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Support Information Pack |
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Statement of Work |
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Service Level Agreement |
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Twice Yearly Meetings with Support Manager |
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Remote Dial in Access |
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Welcome visit from Support Team Member (Support Handover) (a) |
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Back Office Service Tools |
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Management of Future Product Suggestions |
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Support Services |
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8.30am - 6.00pm e-mail and telephone support (ex BH) |
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Unlimited number of calls |
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Registered Contacts for Support Communication |
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Unlimited |
Unlimited |
Enhancement Program |
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Customer Source |
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Status Updates on Service Requests |
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Incident Resolution related to Software Faults |
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On-going incident resolution |
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Installation problem related queries (b) |
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Answers to queries on new products and services |
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Guaranteed Response Time on electronic and telephone support |
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Communication of Software Fault Statuses (SP and Upgrade releases) |
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"How to" questions (b) |
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Trouble Shooting Assistance |
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Mission-Critical Help |
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Compatibility Questions |
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SQL Scripts that resolve minor incidents |
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Problem Report and Product Suggestions |
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Consulting |
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5% discount on consulting rate |
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24 hour onsite response |
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"Call off" days to cover holidays, sickness and other absence of IT staff |
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Technical Assistance |
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Set-up Remote dial in software and test connectivity |
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Basic Operating System Troubleshooting |
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SQL Log file rotation and analysis |
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Set-up and administration of database routines (DBCC, DB maintenance) |
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Backup and Restoration |
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Confirm and document appropriate backup procedures |
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Perform backups (daily, weekly or live as required) |
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General Network Administration and Support |
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First and second line support |
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Creation and modification of new and existing user accounts |
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Daily checks of anti-virus software and backup routines |
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Installation, configuration and ongoing management of network services |
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Active directory upkeep |
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Maintenance of remote access facilities and domain replication status |
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Monitoring of port utilisation and VLAN status |
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Call management, call tracking and reporting |
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Network health check |
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Desktop Support |
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Desktop user support |
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Ongoing workstation maintenance |
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Analysis of requirements and specification of new desktop installations |
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Remote management |
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Server Support |
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Analysis of requirements and specification of new server installations |
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Remote monitoring and management of server operating systems |
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Installation of SQL Service Packs |
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Pre installation testing |
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Active directory support |
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Operational Recovery Services |
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Monitoring and maintenance of backup procedures and backup status |
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Performance and period test restores to check integrity of data backups |
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Security |
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Implementation and configuration of anti-virus software |
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Firewall configuration changes, access monitoring and logging |
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Implementation of security upgrades and patches |
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Additional Application support |
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Provision of all product and systems information as required |
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Installation of Microsoft Dynamics GP Application and Run Time Service Packs |
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Creation of new companies in Microsoft Dynamics GP |
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Creation of new users in Microsoft Dynamics GP |
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(a) During time of Handover from Project Management to Support Team
(b) Provided Contact has received relevant training
