How are support questions sent via email handled?  What is the typical response time?

A support request is initiated by either email, phone or My.ABC Portal. 

Email.  To email a support request with our automated tracking system, send an email to support@abc-computers.com.  This email system is monitored during working hours and as a request is received it is assigned to the relevant support person.  Requests are generally responded to within an hour.

Phone.  Our phone support number is 800.834.7700 and response is generally immediate, with a live receptionist 24x7.  After hours, if you wish to speak with any support person in our firm, the operator will patch you directly through to their cell phone.

Web Support. For access to My.ABC Portal Click here (You must have a pre-approved login)

What is your philosophy on “stupid” questions that require less than a minute or so to answer?  Is this a billable situation?  Explain when non-billable becomes billable?

You have to assume that whenever a support request is initiated, we will bill in 15 minute increments.  However, many of our customers enjoy our common sense when a 2 minute question does not get invoiced. 

There are several ways that support requests can be streamlined, thus saving a tremendous amount of money.

1. Write non-critical requests on a 30 day list.  If you still need them after 30 days, then initiate the request.
2. Channel support requests through only one of your employees.  This way we do not have many people calling for the same request.
3. Create a written spec or print screen of the issue and prepare as much information as possible.  Many times as the issue is being written down, the answer becomes apparent.

What is your philosophy regarding teaching the user how to create reports, modify screens or other modifications that could be viewed as the VAR’s area of expertise?

We believe that an end-user should be as self sufficient as possible and most of our clients will attend our report and development training.  This is not done to be a specialist in creating customizations, but rather to be familiar with coding to assist an expert developer by correctly documenting the required work.  If a specification can be created for us it saves as much as 75% of our time.

If we are experiencing a significant issue regarding Dynamics NAV, how long will it take for a Dynamics NAV consultant to meet with us, identify the problem, provide proposal for modifications, instruct programmers on mod, test and deliver?

Our support is typically immediate, so getting a support person to work with you to identify the problem is generally within an hour.  If the significant issue requires a higher level of business sense or in-depth application understanding, the developer may schedule a teleconference or meeting to review the issue, create the spec and give an estimate if warranted.  We pride ourselves in a very high turnaround time.  

We are frustrated because stock Dynamics NAV (Navision) does not have common features that our previous system did.  Is this normal?

Sometime during your implementation you will say, “What do you mean Dynamics NAV doesn’t post variable manufacturing overhead!”  This is code for “I can’t believe that a system this widely used all over the world.. does not have standard functionally such as this.”

No system, no matter how widely used will ever have 100% of all features that you will require.  The reason why? A choice is made; does Dynamics put every possible feature in the code, then let it be so top heavy that it would take Albert Einstein to run.. or allow the specific functionality to be built at the customers request.  The key to remember is the software can be personalized to accommodate your request within a very reasonable amount if time.

At some point you will say, “Since this is so basic, you will more than likely be able to reuse this code for other companies”.  This is hopeful and sometimes we can use common functionality between customers.  We have built a “pool” of various custom functionality.  The rule is: If you contribute your code that you have us write to the “pool”, then when you need something that we wrote prior, you can pull from the “Pool”.

Who would be the lead person on our account?  Who would be assigned as a programmer?  Would there be more than one?  Explain how we will interface with your organization?

Having a good relationship with our support personnel is one of our primary objectives. You expect to have a technician that you are most comfortable with.

You are assigned an:

1. Engagement manager that understands business
2. Primary developer that you are comfortable with.
3. Application Consultant that knows every square inch of the software.

Upon working with our company for a period of time, you will naturally choose one of our employees that you feel most comfortable with. This is someone that you work with on a regular basis and is knowledgeable about your company and you have entrusted with a close relationship.

When you call, if that person is not available, you may be asked if another individual can help you.  Depending upon the severity of the call, you may choose another qualified technician, or wait for a prompt response back

Do you have a user group or other value added opportunities to improve our Dynamics NAV knowledge?

Yes. We have a users group called MANUG that is held in Madison, WI quarterly and can be joined by emailing brian.richter@promega.com

Dynamics NAV has two free online world-wide user groups at www.mbsonline.org and www.mibuso.com.  There is also a US Dynamics NAV user group (NUG) that has recently formed and meets quarterly.  Most of our clients have found the on-line user group to be more helpful than meeting in person because questions can be posted anytime and are generally responded to immediately from around the world.

Is Microsoft annual maintenance required and what is the annual fee is as well as how are updates/upgrades deployed (web, CD)?

Annual maintenance is required and is 16% of retail price per year.  Annual Maintenance pays for all software costs.  Our Dynamics NAV developers at regular service rates perform the installation of the upgrade.

What will be the process to familiarize your firm with our business, systems, and database?  How long will this take, how much will it cost?

We have three steps to become a new client.

1. Site Survey
2. Procedure Survey
3. Planning Meeting

When we take on a new account, we provide an on-site survey to access your network and hardware infrastructure.  The reason why our first step is to focus on hardware is we need to get comfortable with how you are configured with your servers, workstations, users, communications and printers.   We need to be able to support you remotely.

A procedure survey is then done with a Dynamics NAV engagement manager, application specialist and developer.  After the procedure survey is complete, we compile a list of issues and prioritize them by want and need.

A planning meeting is where we go though our findings and create a master plan for the year.  The few hours that are spent planning saves you thousands.  Which would you prefer, a developer to just start whacking way at code, or one that has a thoughtful orchestrated plan?

Depending upon the size of your company, we will sometimes hold the procedure survey and planning meeting on back to back days. Unfortunately switching to a new Solution Center just takes time and is costly because we have to get familiar with your company. There is no quick way to do it.