Support of NAV and CRM
Customer testimonial:
"We have used Applico for support since their outset. Applico provide a cost effective solution to our requirements and their technical expertise is exceptionally high. More importantly, they are totally dependable and reliable, creative, easily contactable and make life easy for us. I have 100% confidence in them."
Ian Cameron, Finance Director Capito Limited
Approach
Our approach to support is one of on-going involvement with our customers. Whilst we still offer traditional email and telephone support with remote access to your site, we include a minimum one day a month on-site support. We use this opportunity to :
gain insight into how you use the product,
learn what changes are forseen in your business,
discuss issues and specific support incidents,
improve your understanding of the software,
make you aware of features and coming changes.
Enhancement
The enhancement fee is the charge that is paid to Microsoft annually to insure your ability to upgrade to the latest version of your software. CRM "Roll-ups" are generally very easy to install and should be kept up to date.
NAV Upgrades are more complex projects because, where the user organization has modified NAV, these changes may have to be reincorporated (merged) into the new software, as will any data described by these modified objects. NAV 2009 has a new, 3-tier architecture and a new 'Role Tailored Client" which can be optionally used in place of the "Classic Client". The next version will have no classic client, only the Role Tailored Client. We help our customers take advantage of the benefits of these new features.
Support Fees
Our support fees are agreed as a monthly rate, depending on such variables as the number of users, number of different sites, different modules and granules and the extent of bespoke solutions. We include an on-site visit per month in our agreement for the reasons explained above.
We generally offer an 8-hour response agreement based on normal working hours Monday to Friday. In practice, we will always try to get straight back to you (even when our customer in Dubai calls on a Sunday!).