Incident-based Support
Our incident-based support is an optional solution provided by our technical support to customers, assisting them to sort and solve problems while using Dynamics CRM Online. With this support, you can access our support team through email or phone.
What is Incident-based Support?
Our incident-based support is designed to provide flexible and technical supports to Dynamics CRM Online users. With this service, customers will get assistance in the whole process from when an incident arises to the moment it is solved. If all the Incident Supports are used before the contract expires, you can purchase a additional 5 incident pack.
Response Method
- An incident must be initiated by sending email
(For record-keeping and incident tracking purpose, ,the customer shall informed technical support of assigned Incident Management Number, when initiating an issue.) - Target response time is 1 business day after receiving your incident email.
- The authorized contact person is to be assigned when signing a contract, and incidents shall be reported or communicated through the authorized contact.
- Our technical consultant shall call you back or reply to your email for clarifying the details, depending upon the content of issue.
Table of Issue Difficulty Level and Time for Solution
| Difficulty Level | ~2.5H | ~5.0H | ~7.5H | ~10.0H |
|---|---|---|---|---|
| Very Difficult | 3 | 6 | 9 | 12 |
| Difficult | 2 | 4 | 6 | 8 |
| Standard | 1 | 2 | 3 | 4 |
Price List for Problem Solution
| Service Type | Number of Incidents | Work Load (hours) |
|---|---|---|
| Basic Service | 10 | 25 |
| 20 | 50 | |
| 30 | 75 | |
| Additional Service | 5 | 12.5 |