ConnectCare​ — anywhere​

ConnectCare is a new opportunity for customers to experience a better overall service. We introduced a new package that allows customer to receive Professional Support for up to 3 weeks after the implementation or upgrade. This offers customers the opportunity to raise any questions that were unanswered during the on-site visit. In addition to this, a member of our support services team will contact customers once a week to ensure that the implementation was satisfactory and no issues have arisen since implementation.

Support Channels

Support SLA

Priority Description First Response Time Target Resolution Time
Priority #1 The entire service is "down" and inaccessible. Priority 1 incidents shall be reported by telephone only. Within 10 mins Normal Business Hours Four Normal Business Hours. Continuous effort after initial response and with Client co-operation.
Priority #2 Operation of the services is severely degraded, or major components of the Services are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by telephone only. Within 1 Normal Business Hours Within one Business Days after the initial response.
Priority #3 Certain non-essential features of the Service are impaired while most major components of the services remain functional. Within 4 Normal Business Hours Within four Business Days after the initial response.
Priority #4 Errors that are, non disabling or cosmetic and clearly have little or no impact on the normal operation of the services. Within 8 Normal Business Hours Next release of the software.

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