Microsoft Dynamics

Customer Services
Guide

Version 16
July 2015
 This Customer Services Guide (“Guide”) is a supplement to your Agreement for Microsoft
Services (“Agreement”). This Guide is incorporated by reference into the Agreement. You
agreed to abide by the terms of this Guide when you agreed to the terms of the Agreement.
This Guide describes the Microsoft Dynamics® customer services available for products
purchased from the Microsoft Dynamics Price List.

The services are offered under several options, including the Enhancement Plan, Advantage
Plan and Advantage Plus Plan. Some of these plans may not be available globally. Reference
the table below and verify the local availability for your solution with your partner.
Microsoft Dynamics Microsoft Dynamics Products and Country Availability
Service Plans
Enhancement Plan AX, C5, CRM, GP, NAV, SL, RMS/POS, Retail Realm Essentials powered by Microsoft Dynamics
Worldwide
Advantage Plan CRM, GP, RMS/POS, SL
Anguilla, Antarctica, Antigua and Barbuda, Aruba, The Bahamas, Barbados, Bermuda, British
Virgin Islands, Canada, Caymen Islands, Cuba, Dominica, Grenada, Guyana, Haiti, Jamaica,
Montserrat, Netherlands Antilles, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Vincent
and the Grenadines, Suriname, Trinidad and Tobago, Turks and Caicos Islands, United States, and
US Virgin Islands.
Advantage Plus Plan AX, NAV
Australia, Canada, Denmark, New Zealand, South Africa, United Kingdom, and United States
Advantage Plus Plan CRM, GP, RMS/POS, SL
Australia, Anguilla, Antarctica, Antigua and Barbuda, Aruba, The Bahamas, Barbados, British
Virgin Islands, Canada, Cuba, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat,
Netherlands Antilles, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines,
Suriname, Trinidad and Tobago, Turks and Caicos Islands, United States, and US Virgin Islands

Microsoft Dynamics NAV and Microsoft Dynamics GP and Microsoft Dynamics CRM
solutions hosted on Windows Azure do not qualify for support on the Microsoft Dynamics
Advantage or Advantage Plus Plan, if it’s a Microsoft Azure issue. Microsoft Azure support
must must be acquired through the Microsoft Azure support portal. To learn more about
the Microsoft Azure support options, please visit http://azure.microsoft.com/en-
us/support/plans/.

This Guide describes the benefits you are entitled to through your Microsoft Dynamics
customer service plan. If you choose to terminate your service plan, you must notify your
Microsoft Dynamics partner at least 90 days before your renewal date. If you allow your plan
to lapse, you will immediately lose access to the benefits for the plan you’ve chosen.

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 Enhancement Plan

The Enhancement Plan is available for customers who have purchased licenses for:

• Microsoft Dynamics AX
• Microsoft Dynamics CRM
• Microsoft Dynamics GP
• Microsoft Dynamics NAV
• Microsoft Dynamics Point of Sale (POS)
• Microsoft Dynamics Retail Management System (RMS)
• Retail Realm Essentials™ powered by Microsoft Dynamics
• Microsoft Dynamics SL
• Microsoft Dynamics C5 (Denmark and Iceland only)

All of the service plans include access to the following benefits:

CustomerSource: A wealth of quality personalized information, unlimited access to

training courses, self-help options, downloads, tips, and more. Take advantage of
this online customer portal during the term of your service plan to find answers to
the most common Microsoft product questions, including troubleshooting steps,
easy access to Knowledge Base to find solutions to common issues, and how-to
articles. CustomerSource is available in multiple languages and local country sites.
Customers can log on to CustomerSource.

Community and Support Forums: Exchange ideas, ask questions, and discuss
solutions with your peers. Take advantage of the Microsoft Dynamics Community to
help answer your questions.

Unlimited Access to Online Training:

 E-learning: Benefit from courses dedicated to Microsoft Dynamics solutions on

specific topic areas, comparable to classroom training.
 Training Materials: Download courseware content for use as a study tool or as a
desktop reference.

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  Learning Plans: Use these plans as a training roadmap for users, including
detailed training and certification options available for each module or specific
functionality.
Note: Some training content is available in multiple languages.

New Version Rights: During the term of your Enhancement Plan you are entitled to any
new version rights and updates released for your Microsoft Dynamics product.

Service Packs and Hotfixes: Service packs and hotfixes are created and released at the
discretion of Microsoft for recognized issues identified for Microsoft products. Many hotfixes
are frequently combined into a single package (called a service pack), which is made
available to customers. Service packs are generally cumulative, meaning that each new
service pack contains all the fixes that were included with previous service packs and any
new critical security fixes.
Note: Microsoft is not responsible for implementation costs related to version rights, product
updates, service packs, or hotfixes.

Tax and Regulatory Releases: During the term of your Enhancement Plan, you will have
access to tax and regulatory releases for the Microsoft Dynamics products that Microsoft
makes generally commercially available. Updates for Microsoft Dynamics products that are
supported by Microsoft are generally released each fiscal year or on an as-needed basis for
software in the Mainstream Support Phase of its lifecycle. Local laws, market conditions, and
technical support requirements differ around the world, and may necessitate out-of-cycle
releases.

Protected List Price: As long as you remain current on your Enhancement Plan, the
recommended system list price at the time you purchase a Microsoft Dynamics license will
serve as the basis on which we calculate future service plan reenrollment fees.
Product line and edition transitions will require an Enhancement Plan recalculation, based on
the recommended system list price of the new license.

License Mobility: You may reassign your ERP Solution Licenses, for which you are under a
current maintenance plan, to (i) any servers running physical or virtual OSEs dedicated to
you and located within the same Server Farm as often as needed, or (ii) from one Server

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 Farm to another, but not on a short-term basis (i.e., not within 90 days of the last
assignment).
Disaster Recovery Rights: Customers on Enhancement Plan for qualifying Server
products and related CALs are eligible for complimentary Server licenses for those
products for disaster recovery purposes.

Unified Service Desk: Each Microsoft Dynamics CRM 2015 Professional Use Additive CAL
with an active Enhancement Plan provides you the right to install and use Unified Service
Desk (USD). The right to use USD is limited to the user or device to whom the qualifying
CAL is assigned. You may not access or use USD after your Enhancement Plan contract
expires.

Microsoft Support Lifecycle: This policy applies to most released products currently
available. During the term of your service plan coverage you will have access to all service
packs and hotfixes we release for your Microsoft Dynamics product during the Mainstream
Support Phase of the Microsoft life cycle, as long as your product is listed as a supported
product on the Microsoft Lifecycle website. For more information go to Microsoft Support
Lifecycle policy guidelines. Customers who wish to purchase a Custom Support or Extended
Hotfix Support agreement must be enrolled in the Enhancement Plan.
Unsupported Products: During the term of your Enhancement Plan coverage you may
choose to purchase licenses off the latest available price list and downgrade your
Microsoft Dynamics product to unsupported versions that we make available at our sole
discretion. However, by definition, Microsoft will not support versions that fall outside
the product lifecycle dates. You will not be entitled to any new version rights, updates,
service packs, hotfixes, or tax and regulatory releases for these unsupported Microsoft
Dynamics products. For a list of Microsoft Dynamics products that are currently
supported, go to the Microsoft Support Lifecycle website.

Transition Investment Credits: Customers may make any of the following types of
transitions:
• Product Line Transition: Any move from one ERP product line code base to a
different ERP product line code base.
• Edition Transition: Any edition change within the same product line and
licensing model.

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 • License Model Transitions: Any move from the Module Based Licensing model
to the Business Ready Licensing model, remaining within the same product line.
Microsoft extends the business process functionality of its Microsoft Dynamics ERP products
and services by developing features to address certain language or nationwide financial
regulatory requirements in countries where Microsoft makes these applications generally
commercially available.
Because laws and regulations that affect companies are different in each country, the
Microsoft Dynamics ERP products and services are not supported in terms of localizations,
languages, or technical support in all countries. For more information about the various
countries and regions where Microsoft makes locations and or translations generally
commercially available, click here.

Advantage Plan

Advantage Plan is available for customers who have purchased licenses for:

• Microsoft Dynamics CRM

• Microsoft Dynamics GP
• Microsoft Dynamics Point of Sale (POS)
• Microsoft Dynamics Retail Management System (RMS)
• Microsoft Dynamics SL

If you are on the Advantage Plan, you receive all of the above mentioned benefits of the
Enhancement Plan, plus:

Six Annual Problem Resolution Support Incidents: During the term of your Advantage
Plan, you are entitled to six Microsoft Dynamics electronic support incidents (via
CustomerSource) per year. Problem resolution support incidents have an estimated
response time of three business hours from our receipt of your request as long as the
applicable product is listed as a supported product on the Microsoft Support Lifecycle
website. Support availability is local business hours.

Support incidents should be used for problems with specific symptoms encountered while
using Microsoft Dynamics products, where there is a reasonable expectation that the
problems are caused by your Microsoft Dynamics product. Support incidents provide

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 reactive support that focuses on a specific problem, error message, or functionality that is
not working as intended. An incident is defined as a single support issue and the reasonable
effort needed to resolve it. A single support issue is a problem that cannot be broken down
into subordinate issues. If a problem consists of subordinate issues, each shall be considered
a separate incident. Support incidents cannot be used for general advice and guidance.
Advisory services can be purchased as an additional billable service through your partner.

You are responsible for implementing the procedures necessary to safeguard the integrity
and security of your software and data and to reconstruct lost or altered files resulting from
failures.

Managed Community and Support Forums: Exchange ideas, ask questions, and discuss
solutions with your peers. Take advantage of the Microsoft Dynamics Community to help
answer your questions. Additionally, you will have access to forums monitored by Microsoft
support engineers. Support engineers will respond to posts that are unanswered by the
community after two business days. Visit the Microsoft Dynamics Community.

Advantage Plus Plan

Advantage Plus Plan is available for customers who have purchased licenses for:

• Microsoft Dynamics AX
• Microsoft Dynamics CRM
• Microsoft Dynamics GP
• Microsoft Dynamics NAV
• Microsoft Dynamics Point of Sale (POS)
• Microsoft Dynamics Retail Management System (RMS)
• Microsoft Dynamics SL

If you are on an Advantage Plus Plan, you receive all of the benefits mentioned above of the
Enhancement Plan, plus:

Unlimited Electronic Problem Resolution Support: During the term of your Advantage Plus
Plan coverage, you receive unlimited Microsoft Dynamics electronic support incidents (via

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 CustomerSource). Response time is calculated from our receipt of your request as long as
the applicable product is listed as a supported product on the Microsoft Support Lifecycle
website.

Response times for technical support incidents vary by case severity.

Severity/Response Time Customer Situation
Critical Business Impact:
A: 2 hours  Customer’s business has significant loss or degradation of services 1
 Needs immediate attention
Moderate Business Impact:
B: 4 hours  Customer’s business has moderate loss or degradation of services
but work can reasonably continue in an impaired manner1
Minimum Business Impact:
C: 8 hours  Customer business is substantially functioning with minor or no
impediments of services
1
Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable Microsoft
to continue with problem resolution efforts.

If a Severity A level case is encountered after local business hours, customers will receive
24x7 telephone support.

Support incidents should be used for problems with specific symptoms encountered while
using Microsoft Dynamics products, where there is a reasonable expectation that the
problems are caused by your Microsoft Dynamics product. Support incidents provide
reactive support that focuses on a specific problem, error message, or functionality that is
not working as intended. An incident is defined as a single support issue and the reasonable
effort needed to resolve it. A single support issue is a problem that cannot be broken down
into subordinate issues. If a problem consists of subordinate issues, each shall be considered
a separate incident. Support incidents cannot be used for general advice and guidance.
Advisory services can be purchased as an additional billable service through your partner.
For information on how-to assistance, click here.

You are responsible for implementing the procedures necessary to safeguard the integrity
and security of your software and data and to reconstruct lost or altered files resulting from
failures.

Managed Community and Support Forums: Exchange ideas, ask questions, and discuss
solutions with your peers. Take advantage of the Microsoft Dynamics Community to help
answer your questions. Additionally, you will have access to forums monitored by Microsoft

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 support engineers. Support engineers will respond to posts that are unanswered by the
community after two business days. Visit the Microsoft Dynamics Community.

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 Appendix
SQL Server 2014 Runtime - Embedded Maintenance
You have the option to secure the right to upgrade to future SQL Server Runtime versions
for an annual "Embedded Maintenance" fee. The right to upgrade is limited to new SQL
Server Runtime versions (i) released during the Embedded Maintenance coverage period
and (ii) Unified with your then current Microsoft Dynamics product. Embedded
Maintenance must be renewed annually during the agreement’s term without lapse or the
right to upgrade is voided. You can only have Embedded Maintenance for your SQL Server
Runtime product if you have a Microsoft Dynamics Enhancement Plan for your qualifying
Unified Microsoft Dynamics product. Embedded Maintenance provides only upgrade rights
and none of the other benefits provided by the Enhancement Plan for your Microsoft
Dynamics product. Chiefly, License Mobility rights and the ability to re-enroll if your
Enhancement Plan lapses do not apply.

M icrosoft provides th is ma teri al solel y for in format ion al pur poses and not as an offer .
Cu stomers sh ou ld refer to th eir agreemen ts an d th e Terms a nd Conditions of their servi ce
plan s for a fu ll u n derstan din g of th eir righ ts an d obliga tions under M icrosoft Dynamics
cu stomer service plan progra ms. Cu stomers w ith qu estions about this ma terial or their
agreemen ts sh ou ld con tact th eir reseller or M icrosoft account manager. Eligib il it y for
M icrosoft Dyn amics cu stomer service plan ben efits varies b y offering and region and is su bject
to ch an ge. Fin al prices an d pa ymen t terms are determ ined b y agree ment be tw een the customer
an d its reseller. For addi tion al elig ibil it y an d cu rren t progra m rules, see the M icrosoft
Electron ic Services A greemen t an d Cu stomer Servi ces Guide.