CRM Support
F1 is a Microsoft Gold Partner with over 18 years experience in the CRM
marketplace. Detailed below are the various ways of getting support from
Microsoft CRM.
These can be summarised as follows:
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Newsgroups are available at
http://www.microsoft.com/communities/newsgroups/en-us/default.aspx
Referring to these can be quite useful for minor less important
problems.
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Microsoft CRM bugs and errors are also
listed on http://www.kbalertz.com/
where you can also request that you be emailed whenever Microsoft
publishes new CRM issues to its Knowledge Base.
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Microsoft Support Incidents: Microsoft
have updated their T & C and now, as part of the eOpen licence that F1
sells, each customer has 2 off 4 hour response incidents / CRM server
licence which can be used for up to 2 years from date of purchase.
If you require more you can purchase additional Microsoft support
incidents from F1 at cost of £115 + vat each (8 hour response) or for a pack
of 10 at cost of £900 + vat (4 hour response).
F1 / Microsoft CRM Support Procedure
The procedure for reporting Microsoft CRM incidents is as follows:
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Customer either sends email
support@f1comp.co.uk or calls
01225 336096 and ask for F1 CRM Support team.
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F1 CRM Support team adds a CRM case onto
our CRM system and provides a case ID.
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Support Team will then either resolve
problem FOC directly with customer or, if complex issue, report the
problem promptly with Microsoft CRM support team co-ordinator using one
of your support incidents.
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Microsoft CRM support team co-ordinator
will in turn raise a SRQ case incident.
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Within 4 or 8 (see above) work hours, a
expert Microsoft CRM support team engineer will contact us/you, ask the
relevant technical questions and then work their way through the
problem. They usually like to start a screen sharing session to look at
the problem in detail (all under your visual supervision).
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When the problem is solved both the case
and SRQ will be closed.