RSM

Microsoft Dynamics 365 Support and Assistance

Microsoft Dynamics 365 global hours support desk including break/fix, advice & assistance and development for the full Enterprise and business edition versions of Dynamics 365 including Business Central (BC), Finance & Operations (F&O) as well as Customer Engagement (CE) plans.

Features

  • Break/Fix Service Desk
  • Managed Application Services
  • Proactive Technical Consulting
  • Customer Success Management
  • Support case update reports and utlisation
  • Cloud environment management
  • Upgrade assessments: On-prem>Cloud
  • Regression suite automation testing
  • System and application health checks
  • Microsoft upgrades hand-holding and testing service

Benefits

  • Break / fix reassurance, help on hand for issues
  • Access to user and deployment advice and guidance
  • Guidance and assistance with upgrades
  • Agreed service level agreement
  • Rapid deploment of Dynamics solutions & customisation
  • Access to experienced functional and technical professionals
  • Provider of licenses for all Microsoft cloud products
  • Management & advice on Dynamics continuous upgrades
  • Gap fit analysis
  • System and process review

Pricing

£500 per unit per year

  • Education pricing available

Service documents

G-Cloud 11

799651007239017

RSM

Kathryn Styler

0121 214 3100

bidteam@rsmuk.com

Planning

Planning
Planning service Yes
How the planning service works RSM help customers plan and implement Microsoft Dynamics 365 and other cloud solutions using Microsoft accredited Functional and Technical Consultants for the deployment and implementation of Dynamics using Microsoft Catalyst and RSM's Programme and Project Management methodology.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Microsoft Dynamics 365 - Customer Engagement (CE)
  • Microsoft Dynamics 365 - Finance & Operations (F&O)
  • Microsoft Dynamics 365 - Busienss Central (BC)
  • Microsoft Azure
  • Power Platform

Training

Training
Training service provided Yes
How the training service works RSM provide training for deployment and use of Microsoft Dynamics 365 solutions including virtual as well as classroom, learning collateral including knowledge base and learning path development, training is tailored to each user role / team and can be delivered as end user or train the trainer.
Training is tied to specific services Yes
Services the training service works with Microsoft Dynamics 365 solutions

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works The RSM Dynamcis team will assist customers in migrating data and administration from On Premise Dynamics solutions to cloud based 365 using Microsoft programmes for upgrade paths and conversions alongside a range of specific tools and RSM devised templates.
Setup or migration service is for specific cloud services Yes
List of supported services
  • Microsoft Dynamics 365
  • Microsoft Azure

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works RSM provide a number of technical and functional resources and tools that will assist customers with performance analysis and a range of quality assurance templates and approaches to suit customers encompassing production testing, functional testing and supported UAT cycles.

Security testing

Security testing
Security services Yes
Security services type Other
Other security services Dynamics 365 Security Model

Ongoing support

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 RSM provide deployment, licensing and ongoing support of Microsoft Dynamics 365 solutions including Customer Engagement (CE) Finance & Operations (F&O) and Business Central (BC). We also provide ongoing support and consultancy of the Microsoft Power Platform and Azure.

Our Managed Applications Services team (MAS) includes our break/fix Service Desk, Managed Services team and Customer Success management.

The Service Desk is your single point of contact for all issues and requests and our Service Desk consultants are on-hand when you need help to have your questions answered and resolve your queries.

Our Managed services team can assist you with outsourcing daily IT management for your cloud-based application services to automate and enhance your business operations. We can help with upgrades, ISV integration, user training, technical consultancy, development and system customisation

Our Customer Success team play a vital role in helping customers achieve digital transformation; drive change management, consumption, and adoption activities with key business and IT decision makers; and enable customers to realise real value from their investments.

Service scope

Service scope
Service constraints The service is for users of Microsoft Dynamics 365 including Customer Engagement (CE) Finance & Operations (F&O) and Business Central (BC). We also provide ongoing support and consultancy of the on-prem versions of CRM and AX. If the solution has not been implemented by RSM then an onboarding assessment of the solution will need to take place prior to the support contract being agreed.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1 support response time is within 2 hours. Out of hours including weekends can be provided with same or different response time subject to additional cost.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels RSM’s Managed Applications Services team provide ongoing support of Microsoft Dynamics 365 solutions including Customer Engagement (CE) Finance & Operations (F&O) and Business Central (BC). We also provide ongoing support and consultancy of the Microsoft Power Platform and Azure. An onboarding assessment will be performed prior to entering a support program to establish the right level of support. Dynamics support hours can then be purchased and used for either “break/fix” problems or “professional services” work. Dynamics support contracts are underpinned by the RSM SLA and where applicable, backed by Microsoft’s uptime SLA for Azure and Dynamics 365.
Our support service features are as follows:
access to our RSM Dynamics Service Desk for technical troubleshooting and problem resolution from our teams of UK and global support professionals;
Hours based support system so that you can choose what is right for you;
remote assistance via Skype; email support; and
a visit from an experienced Dynamics professional in the event that on-site support is required.
Support will be available weekly from Monday to Friday 9:00 to 17:00 excluding public holidays
Each call logged with the RSM Dynamics Service Desk will receive a confirmation with the reference number, case handler details and priority level.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft Dynamics 365 support & ASfP

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £500 per unit per year
Discount for educational organisations Yes

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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