At xRM, our goal is to ensure that our customers receive the utmost in support and service. The following page describes our support policy for Microsoft Dynamics CRM Online subscribers and our partner-hosted application subscribers. Please read the terms of this policy carefully before contacting xRM Support.

Support for Microsoft Dynamics CRM Online (Hosted by Microsoft)

Any issues related to software or upgrades to Microsoft Dynamics CRM Online or Microsoft Dynamics CRM for Microsoft Outlook (Outlook client) should be submitted to Microsoft technical support services at http://www.microsoft.com/en-us/dynamics/crm-customer-center/default.aspx or through your CRM Online Office 365 Admin Center.

Microsoft also offers several free application support resources, also accessible through the Microsoft Dynamics CRM Customer Center, which include solutions to many common issue and questions.

Microsoft Dynamics CRM Online customers may open a service ticket with Microsoft for software-related issues by calling 1-800-MICROSOFT (within the US) or by visiting http://support.microsoft.com/get-support/more/?FR=1. Microsoft may charge $250 per incident. They will waive the charge if they are unable to resolve or if root cause is an issue with the software/application.

Additional Application Support

Microsoft Dynamics CRM Online customers may obtain additional application support from xRM through the purchase of prepaid 10-hour blocks. The prepaid t10-hour blocks can be used for any questions or services pertaining to the use of CRM, information regarding CRM integration with other solutions, Outlook integration, “how-to” requests via email or phone calls, and additional services related to function and/or feature modifications to CRM Online.

Responses to support requests will consume a minimum of 30 minutes each from the 10 hour block of time purchased.

Customers may purchase time to use for application support by registering at our xPortal, https://xportal.xrmlive.com/signup/default.aspx. Please have your credit card information available at the time of registration.

Support for Partner-Hosted Services (Hosted by xRM)


hosted-microsoft-chart

Infrastructure Support

Partner-hosted application customers should direct all infrastructure support questions, including account management and service availability inquiries to xRM Support. Infrastructure support is defined as changes and/or modifications to the items as listed below. Infrastructure support is included with subscription and incurs no additional cost to our customers.

  • Account Management
    • Password resets
    • User additions or deletions
    • Organization additions or deletions
  • Service Availability
    • Verification of service availability
    • Response to xRM service outages
    • Response to xRM infrastructure outages
    • Error messages
    • Timeouts

Application Support

Application support is defined as support for any services related to the application and is not included as part of your standard subscription.

Additional requests for application support require the purchase of a 10-hour block of prepaid hours. Prepaid hours are consumed in 30 minute increments for services regarding questions on the use the application, modifications, customizations, configurations, troubleshooting and/or changes to the application not included in the out-of-box solution. We will be unable to respond to requests for application support unless a 10-hour prepaid support agreement has been executed and there is a minimum of 30 minutes remaining on the agreement.

Microsoft Dynamics CRM customers who wish to minimize their costs should first visit the various self-help resources that are available, including the Success Portal and Microsoft Dynamics CRM Customer Center. Office 365 customers should visit the Support for Microsoft Office 365 page.

Examples of Billable Application Support Questions

Most questions that begin with the phrase “How do I” will fall under that category of billable application support. Billable application support questions will only be answered if the customer submitting the request has a support plan with time remaining.

Billable application support questions:

  1. How do I integrate CRM with Outlook?
  2. How do I migrate my current inboxes to Exchange Online?
  3. How do I set up a SharePoint site?
  4. How do I reference a price list in a quote in CRM?
  5. How do I create a workflow in CRM?
  6. How do I assign security roles to my users?
  7. How do I integrate QuickBooks with CRM?
  8. How do I migrate my data from an older system?

Any request for support or service that is not within the scope of Infrastructure or application support, will not be accepted. If at any time the support or service issue is discovered to have been internal to xRM, no charge will be assessed.

Customers may purchase time to use for application support by registering at our xPortal, https://xportal.xrmlive.com/signup/default.aspx. Please have your credit card information available at the time of registration.

Access the Customer Portal

Support from Microsoft

Hosted Microsoft Dynamics CRM and Office 365 subscribers also have access to the following self-help resources produced by Microsoft:

Submit Support Case to Microsoft

Customers can also choose to open a support case with Microsoft by calling 1-800-MICROSOFT (within the US) or by going to http://support.microsoft.com/get-support/more/?FR=1. Opening a ticket with Microsoft may incur a fee. Microsoft charges approximately $250 per incident and will waive the charge if their support personnel are unable to resolve or if root cause is an issue with the software/application.