Iteration2

8105 Irvine Center Drive Suite 1200

Irvine, CA 92618

Main: (949) 789-1020

Fax: (949) 789-1025

Welcome to our Microsoft Dyamics SL family

Welcome to the Iteration2 and Microsoft family, where character, strength, and determination count. With strong family members: Iteration2 and Microsoft, there is no reason to feel isolated and alone. Iteration2 is dedicated to developing superior services and solutions to help our clients succeed. We work closely with our clients to help them achieve maximum productivity and efficiency when using Microsoft Business Solutions through Iteration2. If you have any questions, please contact our Customer Care Center for assistance.

New Hourly Rates

We have developed our rate structure in such a way to provide flexibility, value, and cost savings to each of our customers.  The below table outlines our service support rates:

          * Clients will be billed for offsite phone and email support in half hour increments per selected rate.
          * Clients will be billed for site visits based on an hourly basis with a minimum of two (2) hours per visit
          (per selected rate).

Support Operations

Iteration2 operates its Customer Care Center to support you. Our Customer Care Center is staffed with dedicated Coordinators and Support Consultants. Support Coordinators log and monitor calls, while our Microsoft Dyamics SL Support Consultants answer your questions.

Standard Hours

Telephone support is provided Monday through Friday from 8 a.m. to 8 p.m. EST, excluding holidays observed by Iteration2. You can contact the Customer Care Center in the following ways:

During non-operating hours or to prevent long hold periods, our Customer Care Center has a voice mailbox that is continually monitored. When you leave a voice mail, we will log your call and contact you by either telephone or email with your incident number.

Standard Response Time

From the time a call is received, Iteration2 will respond within the timeframe specified below. Response consists of a telephone or electronic confirmation from an Iteration2 representative that the call has been received, the call’s priority level, and the incident number. For customer messages received outside Customer Care Center hours, response time will be based on the next period that support is available.

Telephone Inquiries:

Email Inquiries: solomonsupport@iteration2.com

Note: Please contact the Customer Care Center via telephone for Level 1 (Critical) and Level 2 (Urgent) inquiries.

The Iteration2 Support Coordinator assigns a priority level based on the reported incident’s impact on your business. The following table defines the maintenance agreement commitments for call priority levels:

Email Inquiries: solomonsupport@iteration2.com

Note: Please contact the Customer Care Center via telephone for Level 1 (Critical) and Level 2 (Urgent) inquiries.

Call Priority Classification

 Issue Tracking and Response Workflow

Issue Tracking and Response Workflow

Iteration2 uses Microsoft Dyamics CRM’s Customer Service module to track issues and activities for each of our clients.  Upon request, a monthly, quarterly, bi-annual, and annual service report can be issued to show the amount of calls logged and the metrics in which they were resolved

If a problem occurs, customers have a variety of methods for opening incidents.  The following figure represents a normal call flow.

Figure 1 - Call Handling Workflow

When calling the Customer Care Center, leaving a voicemail, or sending a fax or email request, customers should:

1.      List your company name, contact, phone number, and time

2.      Identify separately each incident or topic (Note: For call tracking purposes, Iteration2 enters each problem as a separate incident)

3.      Specify any attachments sent with an e-mail or fax. (Note: Iteration2 scans fax information and attaches it to the call)

4.      Provide an assessment of the impact of the problem so the Iteration2 representative can assign a priority level to the incident

Customer contact via telephone

Call our Customer Care Center at 949.789-1020

An Iteration2 Customer Support Coordinator will log your call and provide an incident number and priority level. Depending upon the urgency of the call the Customer Support Coordinator will route your call directly to a Support Consultant. In other cases, the Customer Support Coordinator will place incidents in a queue to be handled according to priority level and time.

During hours of non-operation, and sometimes during operating hours, customer calls will go directly to the Customer Care Center voicemail. Customer Support Coordinators frequently monitor these calls and log incidents based on the voicemail. Response time is measured from the time a message is left by the customer.

Customer contact via Email

Customers can request support by email. Email should be sent to solomonsupport@iteration2.com. Customers should send new requests via email only for lower priority (level 3 or 4) issues. Once logged, Iteration2 will respond by email with the incident number and priority level to confirm incident logging.  Email can also be used to send supplemental information for previously logged calls of any priority. 

Access

Iteration2 will work with each customer to set up remote system access to the Microsoft Dyamics SL Accounting System.  (All software licensing costs for the remote access are the responsibility of the customer).  Remote access allows our consultants to quickly diagnose and troubleshoot issues without being onsite.

Service Bulletins

As part of our customer care program, customers have the ability to access the Microsoft Dyamics SL web-based bulletin board.  The service bulletins provide news and updates to activities surrounding the world of Microsoft Dyamics SL(technical information, software promotions.

Required Reseller Agreements

Iteration2 must be the on record reseller registered with Microsoft with customer.  A change of VAR form will be signed by the customer and submitted to Microsoft Business Solutions.

Customer Care Program – Annual Health Check

Clients that have used 100 hours of support within a one year period through Iteration2 and registered Iteration2 as their on-record reseller with Microsoft are eligible for a Microsoft Dyamics SL Health Check Up.  Iteration2 will spend one day per year at the customer’s site reviewing their current Microsoft Dyamics SL configuration.  This Microsoft Dyamics SL Health Check Up report will help identify areas in your system that need improvement to optimize your system for your specific needs.  Iteration2 will also lay out a clear product roadmap and how it applies to your company’s needs.  Iteration2 will provide a written report on its findings and present to your company.  This service is at no additional cost to clients on pre-pay programs that use a minimum of 100 hours annually.

Invoicing

Each service call will roll up to the nearest 15 minute increment.  Time and call detail will be tracked via Microsoft Dyamics SL and an invoice (if applicable) and/or a activity report will be sent out monthly.

Attachments and Reference Documents

• See attached for Standard Iteration2 Maintenance Plan contract

• See attached for Microsoft Change of VAR Request Form

• See attached Service Plans for Microsoft Business Solutions (many companies purchase the Enhanced Plan and then use a local business partner for support)

Microsoft Dyamics SL Service Series Information

Microsoft Dyamics SL 5.5 Product Information

Microsoft Dyamics SL General Ledger Overview  

Microsoft Dyamics SL Equipment Maintenance 

Microsoft Dyamics SL Service Contracts

Microsoft Dyamics SL Crystal Reports Overview

Solution FRx Financial Reporter

Microsoft Dyamics SL Professional Services Automation

For more information about Microsoft Dynamics AX, click here or (949) 789-1020