Become a Partner:
0843 366 6000

CRM ONLINE SUPPORT

SCALABLE AND FLEXIBLE SUPPORT, TAILORED SPECIFICALLY FOR A POWERFUL CRM TOOL

If your customers are CRM Online users, they already have access to a powerful sales, marketing and service tool. Now allow them to unlock its full potential with Outsourcery’s range of scalable and cost-effective support packages designed specifically for CRM Online.

We clearly define what is included in each service and work with you to help your customer to choose the one that suits their business most.

Speak to Adam Cathcart, our Head of Mobile & Partner Management on 0843 366 6000 or fill out the form on the right to arrange a callback.

	ONLINE BASIC	ONLINE PREMIUM	CLIENT SPECIFIC¹
PRICING
Monthly Cost Per User	£3.00	£6.00	P.O.A
SUPPORT CATEGORIES
Incident Management: detailed diagnosis and recovery from faults including error messages, unexpected behaviour and other incidents.
Request Fulfilment: support on functionality queries and general CRM-related questions from accredited Dynamics CRM experts.
KEY FEATURES
24/7 Critical Incident Support: get help when you need it most, any time of the day or night with incidents that severely impact your service.
Phone & Email Support: phone or emails our support team and receive the same great service.
Integration Support: support on integration between CRM Online and other Microsoft-hosted products such as Office, SharePoint and the Dynamics CRM Mail Router.
Enhanced Integration Support: support for the CRM API or middleware products provided by Outsourcery such as Scribe.
Client-Side Support: assistance with the Dynamics CRM client and access methods such as IE (7 & 8), Mobile Express and Outlook.
Outsourcery Approved Solution Support: support on a selection of 3rd party applications that integrate directly with CRM.
Configuration Support: support on modifications to CRM that can be achieved through the standard user interface. This includes workflows, form modifications, and reports that were built using functionality included in CRM.²
Customisation Support: support on custom additions and modifications that require .NET, on-event Java code or SQL Server Reporting Services (SSRS) report building.³
Enhanced Configuration Support: support on customer-designed and implemented modifications to CRM Online that can be achieved through the standard User Interface.⁴
Enhanced Customisation Support: support on customer-designed and implemented additions and modifications that require .NET, on-event Java code or SQL Server Reporting Services (SSRS) report building.⁵
Service Report: receive an overview document detailing utilisation of your support services and Outsourcery’s related SLA performance.
Quarterly Service Review: A review telephone conference by a Service Relationship Manager (SRM) will be scheduled at your convenience to discuss support service usage.
Enhanced Quarterly Service Review: A review visit by a Service Relationship Manager (SRM) will be scheduled at your convenience to discuss support service usage. The call will cover the utilisation of the support services and Outsourcery’s related SLA performance. This may include details on any events for which alerts have been generated, along with proposals for customer action.
Named Consultant: Contact details for a named CRM Consultant will be provided for personalised ad-hoc advice and discussion.

Footnotes
1. For Client Specific support agreements this table represents services available to you that may be included in your bespoke support service description. Prices will be made available on application
2. Support is limited to Outsourcery-designed and implemented customisations
3. Support is limited to Outsourcery designed and implemented customisations
4. Support is offered when Outsourcery has reviewed modifications and documentation pertaining to the configuration work and agreed to support it
5. Support is offered when Outsourcery has reviewed the code and documentation pertaining to the development work and agreed to support
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