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 NAV for Refining 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 NAV for Refining 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)

NAV for 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 NAV for Refining software version. As we continue to keep pace with Microsoft-driven enhancements to the core Dynamics NAV 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 NAV for Refining software and being on the most current version of the NAV for 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 NAV Community
    The Microsoft Dynamics NAV Community is a free, online community of Dynamics NAV-based business solutions. The community provides forums, blogs, how-to articles and on-demand videos to help you improve you proficiency with the software.
  • Dynamics NAV User Group (NAVUG)
  • CAI is a participating member of the Dynamics NAV User Group (NAVUG). NAVUG strives to engage the Dynamics NAV user community and help users learn firsthand the best way to leverage their Dynamics NAV-based business solutions.NAVUG hosts an annual convention designed to provide NAV-based professional business users with a deeper understanding of their job role and the topics relevant to their success. These informative events typically include learning tracks for Finance, IT and manufacturing:
    • Finance
      This learning track will be geared toward roles focused on financial functions, including: Accountant, Accounts Payable, Accounts Receivable, Analyst, Business Analyst, CFO, Controller, Finance Director, and more.
    • IT
      This learning track will be geared toward technical roles, including: Business Process Improvement Manager, Project Manager, System Administrator, CIO, Developer, IT Director, ERP Manager, IT Analyst, IT Manager, Database Administrator, SQL Server Administrator, System Analyst, and more.
    • Manufacturing
      This learning track will be geared toward roles relevant to the manufacturing industry, including: Shop Floor Engineer, Production Planner, Quality Control Manager, Job Manager, Production Manager, Plant Manager, and more.

    The goal of this annual event is to ensure learning success, and that means we encourage our clients to participate in sessions from multiple tracks. The core of NAVUG Focus is to provide value in deep dive sessions, targeted learning tracks, and dedicated networking opportunities.

Support and Escalation Contacts

  • Customers:
    Contact your CAI 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

Computer Associates is committed to following the Microsoft’s Statement of Direction for the Dynamics NAV 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 NAV that are supported by Microsoft. We permanently develop our solutions
and upgrade to the newest version of Microsoft Dynamics NAV within three (3) months from general availability.