We like transparency and crystal-clear stuff. Thus, not fine print, but just a few remarks so we both are on the same page.

These are generic rules, hence, they may differ if you have a support contract already set up with us.

  • Regarding response times / SLAs,
    • Our regular working hours are Mon-Fri from 08.00am to 05.00pm EST.
    • We're committed to getting back to you within 2 business days after you submit your request. Usually we do it in less time, but just in case we're too busy, keep that in mind.
    • By replying back within that time frame we don't mean solving your problem in that time, too. Of course, that's different and will depend on the work needed.
  •  Regarding charges
    • We charge per hour in minimum chunks of 30 mins. 
    • Our regular hourly rates range between $120 - $250 depending on the expertise required and the professional involved.
    • We'll do our best to estimate the work needed to fulfill your request. 
    • It may happen while we progress on the resolution and get exposed to more information that estimation may need to be adjusted. In those circumstances, you'll always get reasonable arguments and a fair proposal from us to sort the problem out. 
    • Whatever the case, no work is performed until we get your formal approval.
  • Regarding communications
    • All communications will be tracked in the support portal and be preserved as part of your ticket history.
    • You can include links and attachments when you post a message.
    • If using e-mail is required for whatever reason (i.e, to make it easier to forward some information), you should use the @dynamics365sos.com e-mail account of the expert assigned to your ticket or the generic support@dynamics365.com address, including your ticket number. 
    • In the event of any divergence or nonconformity for whatever reason, we'll look at the ticket history, not other forms of communication, so make sure to copy/paste or attach as PDF your e-mail or post your notes after a session, so they become part of the ticket history.
  • Regarding obligations
    • You, as the customer
      • Share access to information, logs, environments, software, networks and systems as reasonably required by us to perform our job.
      • Keep backups of your systems, configurations, data and any other related assets that may be directly or indirectly affected by any of our work.
      • Reply to communications, approve or reject our proposals and keep your ticket updated. Usually, within the same business day or the day after.
      • Note that tickets are automatically closed after 5 days of last reply.
      • Unless agreed something different, move the changes applied to the productive environment according to instructions.
      • Pay for our services within 10 days upon receiving our invoice.
    • We, as the provider
      • Resolve your problem / fulfill your request according to our proposal, or make our best effort to come out with a feasible solution that, while not the ideal, might well satisfy your needs.
      • Reply to communications, propose solutions, assign tickets to experts and monitor progress. 
      • Provide instructions to move changes to a prod environment.
      • Bill you for our services according to what was agreed.
      • Provide you with 14-day warranty over our work. We'll fix or rollback any changes we made that may not work as initially expected. 
    • We're NOT responsible for any work we haven't performed nor any indirect or consequential loss or damage potentially related to any development work on your systems. We recommend you take a backup of your system, configurations, and data before applying any changes