Andrew Karasev

Great Plains Partner Newsflash: Remote Support

Microsoft Dynamics GP ERP solution fits to the majority of US, Canadian midsize businesses and your selection on MRP applications market should be based on available application functional and technical support. 

Large ERP vendors, such as Microsoft, Oracle, SAP are leveraging centralized technical support, where you don’t expect technician onsite and rather open cases, email or phone to the nationwide or regional support center.  In the case of Great Plains you have GP Partner or reseller, who typically implements the system initially or, who is chosen by you down the road to provide adequate system support: reporting, data conversion, migration, ongoing integration, version upgrade, customization specking out and programming.  This VAR of records is more familiar with your business processes mapping in Dynamics GP and its support is more integrated and somewhat more valuable than case by case calls.  In this small publication we would like to discuss Great Plains Partner support options, when it is geared toward remote support

1.       Initial local GP implementation.  Implementation approach should be rather conservative and you should expect implementing consultants to sit in your office and do installation on your physical server.  However when you know your consultants face-to-face, there is more room for getting support and project management remotely over web sessions and VOIP conferencing, such as skype

2.       Ongoing support.  You should consider having one of your computers available for remote desktop connection for your Great Plains consultants.  This could be achieved if you setup IP port forwarding in your router on this computer and in computer registry will change RDC port.  As the alternative, you can let GP consultant connect your network over VPN connection and as tightest control from your side, you could consider initiating web sessions when needed

3.       GP version upgrade.  This service is very popular in remote support scenarios.  What you do is this – ship your GP databases to GP software development and support facility and technical consultants there upgrade and ship back GP databases to you.  All this shipping could be replaced by high speed ftp

4.       GP add-ons upgrade.  If you have unique customizations, modifications, which were historically written in Great Plains Dexterity for your organization, you should have source code for your add-on in order to upgrade it

Article Tags: Great Plains Partner, Great Plains, Plains Partner, Remote Support

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