On-Going Support

World-class Support Services

Our team of experienced business consultants and (optional) world-class Help Desk provides a single point of contact for all services and support and significantly reduces costs at the same time.

The services listed here are included with your CAI Software Annual Software Support Fee. We employ a priority/backup support system which rotates support staff through priority support, backup support, and supplementary support roles. This concept ensures your access to knowledgeable, seasoned support of the PM Refining and PM Manufacturing software.

Features

Professional Direct Software Support

Web and Phone Support Incident Submission


Access to Self-Help Customer Portals


Unlimited Break/Fix Incidents


24×7 Support


Fastest Response Time


Deliverability Services


Technical Account Management


Priority Handling


Escalation Phone Line


Advisory Support


Planned Software Updates


Major Incident Response Planning


Remote Diagnostics and Reporting


Onsite Services


Cost

8% of your organization’s software footprint (included in Annual Software Support Fee)

PM Refining Service Level Agreement (SLA)

Service Plan Features

Product Releases, Service Packs, Hot Fixes, and Tax and Regulatory Updates


Online Training


Protected List Price


Problem Resolution Support

Unlimited electronic or telephone support incidents

Response Time

Severity-based

24×7 Problem Resolution Support

Severity-based

Cold Backups for Disaster Recovery

(requires hardware support agreement)

Support Lifecycle

CAI is committed to supporting our refining clients and their PM Refining software version. As we continue to keep pace with Microsoft-driven enhancements to the core Dynamics 365 environment, we recognize the unique nature of many of our customers’ businesses and that the new software may not necessarily be warranted. CAI never mandates that our customers upgrade their software and being on the most current version of the PM Refining software is never a prerequisite to receiving high-quality, professional support services.

Current Product (General Availability)

Extended Dynamics Support

Microsoft Dynamics NAV 2013 R2

Software support beyond Microsoft formal Support End Date

Support Knowledge Base/FAQ

Microsoft Dynamics Community
The Microsoft Dynamics Community is a free, online community of Dynamicsased business solutions. The community provides forums, blogs, how-to articles and on-demand videos to help you improve you proficiency with the software.


Support and Escalation Contacts
  • Customers:
    Contact your CAI Software Consultant at (800) 422-4782 or log-in here http://www.caisoft.com/portal to create a Support Ticket or access technical documentation.

Product Roadmap

CAI Software, LLC is committed to following the Microsoft’s Statement of Direction for the Dynamics 365 software and to continue to track the latest enhancements and newest features. In accordance with the Microsoft guidelines, we are committed to offer support for the same versions of Microsoft Dynamics that are supported by Microsoft. We permanently develop our solutions
and upgrade to the newest version of Microsoft Dynamics within three (3) months from general availability.