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.
- Escalation Contact:
Bill Tierney
btierney@caisoft.com
(401) 232-2600
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.
