Requests related to the Storefront
All service requests related to E-Commerce Storefronts, whether running on our infrastructure or not, are directly actionable by Select Solutions.
Please note that, unless explicitly opted out, your Dynamics NAV partner (VAR) will be CCd on all such service requests and their resolution.
Requests related to E-Commerce in Dynamics NAV
Upon receiving a service request that is related to the "back-end" or "add-on" part of E-Commerce B2B running within your Dynamics NAV, we will first contact your Dynamics NAV partner (VAR) with the issue and agree on the resolution model - whether the resolution should be provided by the partner, or Select Solutions. You will be notified of the resolving party and the respective party proceeds with the resolution.
Please note that, unless explicitly agreed upon otherwise, we will not take direct action on your Dynamics NAV configuration or functionality before having received the consent from your Dynamics NAV partner (VAR) to avoid issues arising from changes unknown, unexpected, or unapproved by the supporting parties.
Being an add-on solution for Microsoft Dynamics NAV, Select Solutions E-Commerce B2B is not delivered to customers directly. Instead, there is always the reselling partner (VAR) who licenses Dynamics NAV and the add-ons, and typically provides post-implementation support.
The primary support channel for your Dynamics NAV, including add-ons, is normaly stated within the SLA with your reselling partner (VAR), and that is typically your reselling partner (VAR).
In essence, the VAR is competent about your business specifics, the big picture of your ERP installation, and will make the right decisions when it comes to support. Equally important, we believe you should maintain a single channel for Dynamics NAV support at all times to avoid issues arising from changes unknown, unexpected, or unapproved by the supporting parties.
Nevertheless, we believe getting timely support is critical in business software, and we will react on all support requests, also originating directly from customers in cases where we are not the primary supporting party.
0 Comments