Support

Support Overview

Concise CRM provides telephone, email and web support services for your Dynamics CRM solution on an annual contract basis.

You will get to work with a highly experienced and certified consultant. Plus you will have access to a dedicated account manager who will help ensure that you gain maximum benefit from your system.

Hours of operation

The support desk operates usual business hours of Monday to Friday from 09:00 to 17:30

We are not open on UK public holidays.

What does support include?

Investigation and help with the following areas:

  • System faults
  • Functional errors
  • General system use, for example ‘How do I…’
  • Regular updates and advice on how to get the best from various parts of the system, including access to online videos
  • Notification of forthcoming product updates and releases

What are your response times?

We aim to respond to your request via any medium within one hour. Most routine support calls will be resolved on the first call. Our commitment is to make the very best effort to solve every case as soon as possible. In the event that we need to escalate an issue to the software author (for example a ‘bug’) then we commit to give you regular updates as to how the case is progressing.

 

What does account management include?

A dedicated account manager will meet with you regularly. This helps us to ensure that we understand your current and intended use of the system and offer the best advice for your circumstances. We genuinely want to be considered a partner and not a supplier and as such really enjoy this aspect of our relationship with you.

What happens if something is not covered as part of support?

We will identify this quickly and explain to you why. In most cases it will be because the help that you need involves development work. In this case we will simply work with you to understand the requirement fully and prepare a proposal for additional work if required.

Please contact us to discuss your requirements.