SAGlobal (Europe) Ltd

Microsoft Dynamics AX Cloud Support Services

sa.global provides helpdesk support services for Microsoft Dynamics AX for both private and public cloud deployments. Our team of experienced support technicians work closely with customers to resolve cases quickly. Visibility into the status of open cases is available via our 24/7 customer support portal.

Features

  • Experienced UK based support team
  • 1 hour response time during business hours
  • Out of hours support for mission critical ‘Priority A’ calls
  • Secure customer portal for case logging
  • Unlimited incident plans
  • Knowledge sharing between support and consulting teams
  • Fully managed service options
  • Screen sharing software to expedite call resolution
  • In house service backed by Microsoft Premier Support Service

Benefits

  • Business continuity through fast response times
  • Full case visibility and tracking using our online customer portal
  • Dedicated and certified support consultants
  • Reduced risk of system downtime using our experienced team
  • Efficient case resolution using the latest technologies
  • Delivery targets as laid out in our Service Level Agreement

Pricing

£200 a user a year

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at NickM@saglobal.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 9 8 9 3 5 7 1 5 8 9 5 4 9 7

Contact

SAGlobal (Europe) Ltd Nick Meredith
Telephone: 02921 055902
Email: NickM@saglobal.com

Planning

Planning service
Yes
How the planning service works
Once a project has successfully been awarded, sa.global will work with the customer to obtain the necessary licences for users and initiate a project kick off meeting based upon the Microsoft Dynamics Sure Step methodology. Sure Step is a full lifecycle methodology for Microsoft Dynamics deployment based upon industry best practice principles such as PRINCE 2. Sure Step comprises six key phases: Diagnostic, Analysis, Design, Development, Deployment and Operation.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Dynamics AX
  • Microsoft Dynamics 365
  • Microsoft Dynamics CRM

Training

Training service provided
Yes
How the training service works
Sa.global provides full training services for Microsoft Dynamics AX for both private and public cloud deployments, new and existing solutions. Training can be delivered to ‘super users’ to disseminate internally (a train the trainer approach), or to groups of users tailored to their use of the solution.
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Dynamics 365
  • Microsoft Dynamics CRM
  • Microsoft Dynamics AX

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
During the Analysis phase of a project, sa.global works with the customer to identify existing systems, processes and data repositories. Functional and non-functional requirements, and future business process models are documented and an assessment of the architecture and infrastructure carried out. Once this is complete, sa.global will recommend a migration path/strategy.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Dynamics AX
  • Microsoft Dynamics CRM
  • Microsoft Dynamics 365

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Sa.global provides helpdesk support services for Microsoft Dynamics AX for both private and public cloud deployments. Our team of experienced support technicians work closely with customers to resolve cases quickly. Visibility into the status of open cases is available via our 24/7 customer support portal. Full details, including response times, can be found in our Service Level Agreement (SLA).

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Sa.global provide a single point of contact for all support cases including advice on any aspect of your Microsoft Dynamics AX system. Our support desk can be contacted by phone, e-mail or a web portal.

The support desk is available as a standard service from 08.30 to 17.30, Monday to Friday. Out of standard hours support including evenings, weekends, public/bank holidays and 24/7 support can be arranged if necessary to meet your specific requirements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Sa.global offers a standard support service from 08.30 to 17.30, Monday to Friday. Out of standard hours support including evenings, weekends, public/bank holidays and 24/7 support can be arranged if required. Every client has a dedicated Account Manager with technical skills or access to our technical team and cloud support engineers. Our support service pricing is based on a number of factors including the number of system users and the overall complexity of the system. Pricing is quoted following a full review of the system including any custom code or integration requirements.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£200 a user a year
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at NickM@saglobal.com. Tell them what format you need. It will help if you say what assistive technology you use.