Dynamics AX Technical Support via Remote Access

There might be visible trend that local resellers are interested in initial software license sale and chunk of initial implementation hours in CPA style.  When you are beyond that point their support might be a bit reluctant.  And this is understandable, as they are concentrated on the next brand new licenses sale and implementation…  There might be a situation where you are looking for something outside their normal expertise, such as MorphX X++ customization projects.  As you may know Microsoft Business Solutions provides technical support in the form of case.  We also plan to review this method in the following paragraphs:

1. Direct Tech Support from MBS.  Here it is reasonably dispersed, as if you do not have dedicated technician service option (typically high-end luxury annual plan).  Every time you are opening case expect new unknown technician.  Support case is usually restricted to format of one specific problem or one question only.  If what you plan to do is undertake custom programming project in X++ - this is not the case, this is project.  It might be possible to contract MBS consulting team to estimate and even do the project for you.  This option might be very reliable, however typically more expensive, comparing to outsourcing the project to your local or remote consulting firm.  There is also such important requirement as being current with AX annual enhancement plan, which you have to renew every year and the cost is based on your software price list percentage (normally below twenty percent or slightly higher when you are on luxury plans).  If you lapse in renewing annual plan – you lose the access to new version license key and Customer Source (where you can do self-support by searching Knowledge Base).  You can still have support directly from MBS in this scenario, but be sure to pay higher price per case.  In the future you would have to reinstate your company by paying pretty high penalty in order to be re-enlisted in support plan and get access to future versions

2. Tech Support via Axapta Technology Partners.  In some circumstances you have to get help through certified reseller channel.  First of all, if you need help with something that could not be categorized as Case (see paragraph above): custom coding project, version upgrade, Microsoft Management Reporter new report design (for older versions FRx report design), integration with external legacy application, data conversion, etc.  If you lost access to Customer Source and can no longer search Knowledge Base (when you annual support plan expired and was not renewed) – you can ask your reseller to look their Knowledge Base through Partner Source channel.  The known issues database is in fact the same, but your partner has access to your modules, price list, and historical registration keys, plus they have more articles, as some of them are restricted from viewing via Customer Source (as requiring certified consultant expertise and skills).  In the case when you are appealing to VAR channel consulting cost is based on the hours spent (we recommend initial estimation and approval from your side to be safe in your budget)

3. Remote Support.  Some technology partners are specializing in nationwide and even international remote support.  This service is done via Web Sessions, such as Gotomeeting, WebEx, Gotomypc and VOIP telephony or Skype.  You may appeal to remote consulting help when your problem requires mid-term or long-term relations with the firm where strong customization, reporting, integration, data migration resources are available.  Sometimes these firms feature their position as reseller, carrying AX X++ Software Development Factory.  The search keywords may vary, but the idea is simple – they are featuring themselves as concentrating in all the kind of business logic modification projects, covering broad area and having large number of technical consultants and programmers in staff.  The cost is the same as above – per consulting or programing hour.  However if they are very comfortable with your problem resolution and seen/resolved it numerous times in the past – in negotiation you might expect change to fixed price job

4. International Support from One Provider options and restrictions.  Let’s first think about restrictions.  If you are multinational company with the headquarters and flagman manufacturing facility in USA or Canada and you also have subsidiaries in Brazil, China, Russia-  whatever in attributable to Brazilian, Russian, Chinese ERP localization (compliance to regional tax and government reporting legislation) is very difficult to resolve for the consulting firm, located in the United States.  This is the typical source of restrictions.  However if in all your foreign locations you are rolling out custom module, programmed in X++ with compliance to be easily translated to international languages (basically Strings should be implemented as Labels, and not hardcoded in X++ scripts) – this type of job should be given to the hands of central consulting organization

5. Strategic Corporate ERP Decision Making.  When you are multinational corporation there might be the trend in your foreign subsidiaries to build their Servers, implement local accounting applications, have their own auditors, etc.  This trend is legitimate – you hire local managers, they have proven successful experience building and managing Brazilian firm in the past and they are naturally trying to apply their professional skills and knowledge.  However when you have them hired as Corporate officers – you need to exercise centralized control.  Information Technology, Accounting, ERP, MRP, CRM systems – these are where you have control tools.  We do recommend you to review the plan, where Corporate ERP system databases for all the countries could be hosted in your Headquarters.  Corporate ERP implementation and rollover for foreign offices should be done on that central SQL Server.  Implementation services should be trusted to US based partner with exception to the part, related to foreign tax legislation compliance

6. Please call us 1-866-304-3265, 1-269-605-4904 (for international customers, where our representative pick up the phone in St. Joseph, MI call center).  help@efaru.com  We have local presence in Chicagoland, Southern California, South West Michigan, Houston and Dallas areas of Texas. We serve customers USA, Canada, Mexico, Brazil nationwide and internationally via web sessions and phone conferences (Skype is welcomed). Our consultants speak English, Spanish, Portuguese, Russian, Chinese.  Our core expertise is in International Business