Customer support 365

Support365 – 7 Days 7am to 7pm

At Econix, our philosophy is simple – deliver the right solution with the highest level of service and the implementation will be a success. Once delivered, maintain this level of service by providing the very best ongoing support and our long-term business relationship is assured. There is no secret to this success – it is all about providing intelligent solutions with old-fashioned service. Econix offers unique Support365 services for your Dynamics applications which is available 7days from 7am to 7pm. 

Support365

ECONIX is offering unique and first in the market Support365 desk – 7 days 7am to 7pm with minimum commitment of 1 year. Each of Support365 plan consists of fixed number of monthly support hours from ECONIX support team.

In event, additional number of hours are required for a support task vs. available hours for the month then these additional hours will be charged to customer on prorate basis on monthly basis. For such events, a change request will be issued to customer for their approval.

Available hours in your Support365 plan can be used for any customization, development, extensions, new feature rollout or configuration. Larger changes not covered under available hours for your organization will be managed via change request or a project.

Feature of Econix Support365 Services

• System Support365 Centre.
• Annual Solution Review*.
• Customer Source**.
• Introductory Training***.
• Client Webinars.
• Dedicated Account Management.

* Annual Solution Review is inclusive in Essential Plan and Premium Plan and is subject to charge for any other Support365 plans.
** Customer Source is applicable to SPA licenses for Legacy on-premises Dynamics
*** Introductory application training of 4 hours is available for Premium Plan subscribed clients in additional to 480 package hours.

Service Levels: The ECONIX business model is based around an “Old Fashioned Service” ethos. Fulfilling the market’s requirement for quality support is the very reason that ECONIX was established in Canada.

For Severity Levels 1 & 2, ECONIX’s service level targets are as follows*:

• Aim to provide an initial response to all support incidents within 2 to 8 business hours based on your subscribed Support365 packages.
• 50% of requests answered immediately (target).
• 70% of requests answered within 4 business hours.
• Should a support request remain open for more than 72 hours, daily status reports will be issued.

* Terms and conditions applicable.