Microsoft Dynamics 365, AX & NAV Support
As a Microsoft Dynamics Gold Certified Partner, Dialog Dynamics offers a broad range of Microsoft Dynamics 365 and NAV services to help maximise the value of your investment and assist with the rapid transformation of your organisation, including consulting, implementation and training.
Dialog Dynamics has a team of highly trained Microsoft Dynamics technical and functional consultants ready to provide Microsoft Dynamics 365 & NAV support services for any project in Australia or worldwide.
We provide ongoing support of the Microsoft Dynamics 365, Microsoft Dynamics NAV, or Dynamics AX solution that we design and implement.
Dialog Dynamics provides flexible, industry-leading support, services, and resources that enable our clients to address technical issues in a timely manner, increase your professional experience with our products, maximize return on investment (ROI), and get you back to work faster if issues arise.
Our approach to providing support is based on a standard service level agreement.
Service Level Agreement (SLA)
Summary of Support Services
The following table represents a summary of the support services available from the provider:
Service Level Response Times
Dialog Dynamics’ hours of support are classified as follows:
Normal business hours are from 8.30am to 5.00pm Monday to Friday except gazetted public holidays.
Non Business Hours
Non business hours include any hours outside of business hours as stipulated above.
The following service levels are available for those customers with annual support agreements only.
- A response time is deemed to be met if a phone call or email to discuss the issue/request with the client is made. There is no guaranteed resolution time.
- If the response time is not met by the provider for a given issue/request lodged in the correct manner, as described in this document, a maximum of the first 1 hour of resolution time spent looking at the issue will not be chargeable to the client.
Dialog Dynamics Practice Add On Product Support Lifecycle
Dialog’s approach to the maintenance and support of our Dynamics ERP Add On solutions, such as Payroll, is to provide maintenance coverage for these add ons on the current and two prior versions of the relevant Dynamics ERP solution. This means, for example, that we will continue to provide updates to Payroll for all taxation compliance requirements under your Annual Enhancement Plan, and fix any faults in the software at Dialog’s cost.
For older versions of Dynamics ERP solution, we may elect to maintain the Add On product or, alternatively, support this on a Time & Materials “best efforts” basis.
Support Knowledge Database
For frequently asked questions and answers, select your product below:
Support request management
Support for Dialog Customers:
Dialog Dynamics offers support services to our clients via our Response Desk. The Response Desk is used to ensure that both Dialog and our customers have a central view of all active issues, and that their priority is handled adequately. This request system records, tracks and manages issues raised by customers. For all customers, an email address is provided for submitting issues by authorised personnel that have knowledge of the implemented solution and the ability to prioritise issues.
All issues raised by customers via the request system are managed through a formal quality assurance procedure to ensure:
- All activities undertaken are logged and tracked
- Work performed consistently meets the business and technical requirements of the client
- Clients are satisfied with the quality and consistency of outputs
When calls are not logged via the Response Desk, Dialog cannot guarantee that the issue will receive an appropriate level of attention.
The only way to ensure a timely response is to log your issues on the Response Desk website, even if you are dealing with a specific consultant on a regular basis. If you would like a specific consultant to look at your issue please include this request in the issue description.
Escalation Contact for Microsoft:
Name: Dialog Dynamics Practice
Phone: 1800 DIALOG
Dialog Dynamics Practice ensures that our Australian Payroll for Dynamics will continue to follow the Statement of Direction for Microsoft Dynamics NAV. As Microsoft releases new versions of the core product, Dialog Dynamics will upgrade our payroll solution accordingly, thus allowing our customers to take advantage of the latest technology and system features with the use of the Payroll solution. Dialog Dynamics is also committed to promptly releasing updates to the Payroll solution to comply with any changes in ATO requirements or legislation in regard to Payroll processing and reporting. As these changes are released and published as either “Hot Fixes” or complete version releases, information on these releases is distributed to our customer and Partner Reseller community via email
Customer Account Management:
Dialog Dynamics will appoint an account manager responsible for the client’s installation of software and will co‑ordinate regular account management meetings with the client to review usage of the supported software, support utilisation and to provide an update on issues from a software enhancement perspective. The account manager will review the client’s support activity at the scheduled meetings.