The category of a case will be determined by our support team at the time the issue is first raised with us. Our target response times are shown below –

• Critical – 2 Hour Response (Major system failure or loss of service affecting all staff)
• High – 4 Hour Response (Loss of service affecting a large number of staff)
• Medium – 8 Hour Response (Loss of service affecting a small number of staff)
• Low – N/A * (Small issues not affecting the overall operation of the system)
• Request – N/A * (Any support request that does not relate to a break/fix issue)

* Timescales will be determined on an individual basis and agreed with the customer.

Our standard support hours are Monday to Friday from 8.30am to 4.45pm. “Response time” includes initial acknowledgement, review, and clarification of request. The request may not result in immediate resolution depending on the complexity of the request.

We provide both ERP and CRM support services. Dynamics 365 applications supported include: Business Central, Navision, Sales, Marketing, Field Service and Customer Service.

We can also provide support for On premise solutions if able to get remote access to the hosting server.

In the unlikely event that we fail to meet the Target Response Times as set out in the above section, we will credit the customer with support time as per the details below.

• Critical – Credit of 2 hours support time
• High – Credit of 1 hour support time
• Medium – Issue will be resolved free of charge without consuming any support time
• Low – N/A
• Request – N/A

Requests can be submitted by the following methods –

• By Email
• By Support Portal

At Croftech we use fresh desk. All requests for support are logged case management functionality which handles the logging of the request, the SLA, details of the issue resolution and the time spent in resolving the issue.

Our support service covers In-depth support tasks Dynamics 365/NAV Support & Power Platforms:

• Power Platforms
• Power BI report creation
• consultancy
• Microsoft Dynamics Application *
• project planning
• Microsoft Power Automate
• Microsoft Power Apps

Specific third-party products can also be covered under a support agreement.

* Where applicable, support for the server hardware and operating systems for these products are excluded from our support agreement. Where there are dependencies on associated technologies (such as Microsoft Exchange or SQL Server), the customer shall be solely responsible for their operation and maintenance.

For Dynamics 365 Online customers, service availability is covered by Microsoft’s Service Level Guarantee. Our support agreement will therefore not relate to or cover availability of the Dynamics 365 Online service itself and any issue that is outside of the control of Croftech Ltd.