Microsoft Dynamics RMS

The RSC Group and Microsoft offer three levels of support and maintenance for Microsoft Dynamics RMS.

Base-Level Services
Customers who purchase Microsoft Dynamics RMS are eligible for a base level of technical support and maintenance to meet their most critical business needs, including:

• No Charge Business-Critical Support
  Customers using the latest version of the product who encounter an emergency can call during our regular business hours to receive no-charge business-critical support.*
• Software Quality Support
  Customers can receive support on confirmed quality problems at no charge as well obtain a work-around to confirmed quality problems.
• Critical Security Fixes
  Customers will receive critical security fixes at no charge to address vulnerabilities that could allow the spread of a virus.

Dynamics RMS Annual Maintenance Plan
The Annual Maintenance Plan complements the base level services you receive from Microsoft Dynamics with your software license purchase. The Annual Maintenance Plan is priced at 18% of the applicable price of your software at the time of purchase** and includes:

• All Major Product Releases and Minor Updates
• Service Packs and Fixes
• CustomerSource
  Our secure, password-protected site for Microsoft Dynamics customers, CustomerSource, provides access to the Knowledge Base, discussion boards, news, a subscription service, and more.
• Microsoft Dynamics RMS Reports Library
  With access to the library, you can save time by taking advantage of more than 100 reports and receipt templates.
• Managed Newsgroups
  These online forums offer virtually unlimited online support and help you collaborate with other customers to solve technical issues. If questions aren't answered by other customers within two business days, a Microsoft Dynamics support engineer will respond.
• Online Training Benefits
  Train your employees in a structured and thorough way by leveraging your two named-user subscriptions to the Microsoft Dynamics RMS tutorial.
• Extended Support Hours
  Enrolling in the Annual Maintenance Plan extends your technical support availability from regular business hours to 24 hours a day, six days a week. Extended hour support is available from 2 P.M. Central Time (UTC–6) Sunday through 2 P.M. Central Time (UTC–6) Saturday, so support is available on each weekend day. This applies to business critical support you receive at no-charge as part of your license purchase and Flex Support you purchase for non-critical issues. After-hours incidents must be submitted via CustomerSource. (Extended support hours are available in the U.S. & Canada only.)
• Ability to Make Suggestions for Future Products and New Features
  Many of our product improvements and new features come directly from suggestions our customers make. Every year we send a Product Advisory Board Survey to customers enrolled in a service plan. You can also enter your suggestions directly to our Global Suggestion Database throughout the year via CustomerSource.
• Discounts on Flex 5-Pack Support and Flex Per-Incident Support

Flex Support
Flex 5-Pack Support and Flex Per-Incident Support provides an affordable way to receive support from Microsoft and The RSC Group for customers who prefer to pay-as-they-go.

To make the support resolution process as efficient as possible, with Flex Support you receive a live response within seven minutes of calling along with a single case owner. The result is less time spent getting to the right person. Customers in the United States and Canada can use a phone number, (1) (888) 400-4266, dedicated to small business products.***

Flex Support Packages can be purchased in Flex 5 Packs or per-incident.

• Flex 5-Pack Support
  Flex 5-Pack Support provides you with greater responsiveness, the convenience of an advanced purchase, and an even more affordable way to receive support from Microsoft Business Solutions. Receive a three-hour guaranteed response time on support requests. Flex 5-Pack Support incidents expire one year from the date of the purchase of the package. If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Flex 5-Pack Support.
• Flex Per-Incident Support
  Flex Per-Incident Support provides you with convenient access to support assistance on an as-needed basis. Receive an eight-business-hour response time on support requests. Flex Per-Incident Support can be purchased with a credit card when requesting support assistance from Microsoft. If you are enrolled in the Annual Maintenance Plan, you'll receive a discount on Flex Per-Incident Support.

* Business-critical support is defined as a mission-critical operation that is halted—for example, the inability to record sales—and is available at no charge when customers are using the latest version of the software and when contacting support during Microsoft Business Solutions support hours. Microsoft Business Solutions support hours in the United States and Canada are 8 A.M–7 P.M. Central Time (UTC–6), Monday through Friday, and 10 A.M.–2 P.M. Central Time (UTC–6) on Saturdays. After-hours support requests must be submitted via CustomerSource.

** The Annual Maintenance Plan will be priced at a higher rate when a customer is purchasing a service plan for the first time after their first year or when they want to reinstate an expired plan. The price will be 27% when purchasing for the first time 1–90 days after their first anniversary, 32% if purchasing 91–365 days after their first anniversary, and 37% if purchasing after their second anniversary. If the customer has enrolled in a plan and then lapses, the re-enrollment price is 27% if lapsed for 1–90 days, 32% if lapsed for 91–365 days, and 37% if lapsed for over a year.

*** Customers' support requests in United States and Canada will be answered by a message centre within seven minutes or may be routed directly to a support engineer depending on availability. Single case ownership cannot be guaranteed for issues spanning multiple days.