Customer who is current on his BREP (Business Ready Enhancement Plan) is entitled to a service of automatic delivery of an Application SW Update/Upgrade by the Supplier. This Service of the Supplier is active within the period which the Customer paid the appropriate fee to the Supplier.
On-going Application SW Updating/Upgrading is a service of the automatic supply of services for implementing new version of Application SW modules (i.e. released pack) by the Supplier to the Customer. This service of the supplier is active within the period when the BREP service of the Customer is active and the Customer paid appropriate fee for On-going Application SW Updating/Upgrading to the Supplier.
Removal of defects is the manner in which the Supplier’s responds to defects that have been discovered at the Customer. In instances when the error is caused by standard software or hardware, the Supplier will process a warranty claim with the software or hardware manufacturer. During the process of defect removal, the Supplier will process a warranty claim with the software or hardware manufacturer. During the process of defect removal, the Supplier may propose a temporary method for using the System to the Customer that will not restrict the operation/usage of the System and will not result in increased expenses for the Customer and the risk of additional defects.
HelpDesk is a Supplier’s software tool (web portal) for receiving, registering and processing customer’s tickets.
Using the claim form on the Supplier’s web portal (HelpDesk), the Customer, represented by the project manager is entitled to file claims regarding the removal of defects (i.e. claims) with the Supplier within 5 days at the latest from the moment that the defect first appears. In addition, the defect must be thoroughly and intelligibly written by the Customer as it would be with other necessary information and all circumstances of defect origin, so the Supplier is capable to identify particular defect as simple as possible. Then the Supplier is to start to remove the defect within the stated reaction time.
The Customer is obliged to record and submit an Incident in the form of a ticket via the HelpDesk of the Supplier. The incident is considered to be reported at the time of registration on the HelpDesk portal. The Supplier’s project manager is then obliged to respond to or resolve the incident or problem in co-operation with the Customer’s project manager and co-ordinate or take necessary steps within the agreed period of time.
| Response Time/ Reaction Time | |||
| Basic (days) |
Advanced (days) |
Professional (days) |
|
| Common incident | 1 / 4 | 1 / 3 | 0,5 / 2 |
| Major incident | 1 / 3 | 0,5 / 2 | 0,5 / 1 |
| Critical incident | 0,5 / 2 | 0,5 / 1 | 0,2 / 0,5 |
Response time – the interval during regular hours of operation (according to SLA level) in which the Supplier either solves the incident or assigns a specialist to solve it.
Reaction time – the interval during regular hours of operation (according to SLA level) in which an assigned supplier’s specialist starts to solve the incident.
Incident urgency – the Customer’s requirement for maximal response time or reaction time
Release of new NAV versions from Microsoft is followed by release (when technically possible) of NAVERTICA products supporting the new version less than 3 months after Microsoft’s official release date. We always support two last released major versions of Microsoft Dynamics NAV according to Microsoft release dates.
We are selling our products also through NAV resellers. When the resellers agree is NAVERTICA able to deliver services and support directly to the customer at our normal rate.
Suppoert contact:
www: http://helpdesk.navertica.com
email: navertica@navertica.com
Escalation contact:
Lukas Kyncl
email: lukas.kyncl@navertica.com
phone: +420 541 425 911