Customer support itSuitsFashion
We provide flexible support, services, and resources on itSuitsFashion and Microsoft Dynamics NAV that enable you to quickly address technical issues, deepen your professional expertise, maximize return on investment (ROI), and get you back to work faster if issues arise. It’s what you need to address compliance, stay competitive, and get the greatest value from your solution over time. The solution, support and service we provide, give you the winning combination for success!
Summary of Support Services
The following table represents a summary of the support services available:
|Central Support Phone Number||Yes|
|Web access for self service on support requests||Yes|
|Email access for support request system||Yes|
|Guaranteed response levels||Yes|
Service Level Response Times
Our hours of support are classified as follows:
Monday – Friday 9:00-17:00 CET, and according to Dutch holidays
The following service levels are available for those customers with annual support agreements only.
|Problem Type||Description||Response time|
|Critical||Application cannot be used or is not accessible||99% within 4 hours|
|High||Company critical functions are blocked||75% within 4 hours|
|Medium||Non company critical functions are blocked||90% within 8 hours|
|Low||User “how to” queries||75% within 40 hours|
A response time is deemed to be met if a phone call or email to discuss the issue/request with the client is made. There is no guaranteed resolution time.
Our Support Lifecycle policy provides consistent and predictable guidelines for product support availability when a product releases and throughout that product’s life. By understanding the product support available, customers are better able to maximize the management of their IT investments and strategically plan for a successful IT future. We guarantee to deliver support on the three latest released versions of itSuitsFashion.
Q: What is Gemini?
A: Gemini is our support system used to provide our customers optimal support. Each question, task, bug or issue is stored centrally and ensure it is redirected to the correct person immediately.
Q: I forgot my credentials to log on to Gemini. What should I do?
A: Send us an email to reset your credentials.
Q: What is Microsoft CustomerSource?
A: CustomerSource is a password-protected site for customers using Microsoft Dynamics and related business products, provided as a benefit of a service plan. Use it to search the knowledgebase, download updates, view online training and find other information resources virtually 24 hours a day.
Q: I forgot my credentials to log on to Microsoft CustomerSource. What should I do?
A: Send us an email to redeem your credentials to Microsoft CustomerSource.