Product terms for Dynamics 365 CRM

The following Product Terms apply if the relevant Services are included within your Quotation according to Service Package Type purchased (as outlined below). In the event of a conflict between the Product Terms and the applicable Terms and Conditions, these Product Terms shall prevail, but only to the extent of such conflict. Any capitalised terms used in this document shall have the meanings set out in the applicable Terms and Conditions (save where expressly provided otherwise below) and any additional definitions outlined below shall also apply.

Features for Service Package Type

Features Available Service Package Type
Base Pro Business
Dedicated ANS Account Manager
Branding meaning an inclusion of branding to the CRM Solution
Blackbelt training meaning an online training course provided by ANS
Data importation meaning the Company will perform a one-time import of Customer contacts onto the Platform on service commencement
Technical support meaning the support services set out in the Business Application SLA below
‘How to’ support meaning the Company will provide a “How to” support for configuration and best practice during Normal Business hours
Consultancy hours (12 hours/year) The Customer will be provided 12 hours of consultancy time to be utilised per annum for training or non-support requests which will be available during Normal Business Hours
  1. Service Description

    Normal Business Hours = 9:00 -17:30, Monday to Friday excluding bank holidays)
    Working Day – 8.5 Normal Business Hours
    24×7 = 24 hours a day, 7 days a week

    Service Service Description Service Hours
    Incident Management
    Service Desk The Company provides Customer portal access to the Company Service Desk (P1/P2/P3/P4). Normal Business Hours
    Priority Escalation to Microsoft for faults Priority escalation to Microsoft Premier Support Normal Business Hours
    High Priority Escalation to Vendor High Priority escalation to Microsoft Premier Support for Priority 1 business critical faults. 24 x 7
    Expert Access The Company provides access to Business Application Experts for question/query Service Requests. Normal Business Hours
    Service Operations
    Customer Portal Access Customer access to Customer portal providing visibility of all Service related tickets and performance dashboards. 24 x 7
    How To & Consultancy (where included according to Service Package Type)
    “How To” Support The Company provides access to “How To” support for:
    • Configuration
    • Best Practice
    Normal Business Hours
    Consultancy Hours Customer has 12 hours of consultancy time, to be utilised per annum for training or non-support requests. Normal Business Hours
  2. Incident & Service request Management

    Incident Priority Table:

    Affect Business Impact
    Minor Moderate Major
    System/Service Down P3 P2 P1
    System/Service Affected P4 P3 P2
    User Down/Affected P5 P4 P3

    Incident Response and Escalation Table:
    ANS will reasonably endeavour to meet the following timescales for a Support Requirement:-

    Priority Response SLA Specialist Review Escalation Manager Escalation Director/Vendor Notification Frequency Target Resolution KPI
    P1 30 Minutes 1 Hour Immediate Immediate Hourly Email 4 hours
    P2 1 Hour 2 Hours 4 Hours 6 Hours Customer Portal 1 Day
    P3 4 Hours 1 Day 2 Days None Customer Portal 10 Days
    P4 1 Day Never Never None Customer Portal 30 Days
    P5 2 Days Never Never None Customer Portal None

    All Response Times are only applicable to Support Requirements raised through a phone call from the Customer or an alert from the ANS monitoring system or a ticket being logged within the Customer portal. Resolution Agreed only applies to Support Requirements where the root cause is part of ANS’s responsibility. The Resolution Agreed SLA is satisfied when the Support Requirement is either resolved or a time frame and plan for full resolution has been communicated. Support shall be provided within applicable service hours from the Response Time until Resolution Agreed. From Response Time until Resolution Agreed, updates shall be provided to the Named Contacts and/or Escalation Contacts by email or the Customer Portal updates at such frequencies as set out in the table above.

    The Customer is expected to provide ANS with accurate and prompt notification of any problem and assist as ANS may reasonably require to diagnose problems and implement any Resolution Agreed.

    The first 30 minutes of all incidents and service requests are included within the Services at no extra charge. With the exception of infrastructure related incidents for CSP Customers, subsequent support may be subject to additional charges or use of the Customer’s pre-paid hours. Any such charges will be pre-agreed with the Customer prior to the commencement of work.

    Service Levels, Key Performance Indicators and Service Credits

    Category Service Level Target
    P1 Incidents 100% of incidents responded to within 30 minutes – Normal Business Hours(24×7 CSP infrastructure only)
    P2 Incidents 100% of incidents responded to within 1 Normal Business Hour.
    P3 Incidents 100% of incidents responded to within 4 Normal Business Hours.
    P4 Incidents 100% of incidents responded to within 1 Working Day.
    P5 Incidents 100% of incidents responded to within 2 Working Days.
    Root Cause Analysis 100% of P1 Incidents to receive a Root Cause Analysis within 10 Working Days.
  3. Exclusions

    The following are listed as exclusions, but this list shall not be considered complete or exhaustive and the Terms and Conditions should be consulted.

    For the purpose of these sections “Customer Supported Assets” means the CRM solution provided to the Customer and supported by ANS pursuant to these Product Terms.

    1. Issues resulting from misconfiguration by the Customer outside of the Customer Supported Assets resulting in impact to the Customer Supported Assets
    2. Issues resulting from failures in maintenance/administration by the Customer outside of the Customer Supported Assets resulting in impact to the Customer Supported Assets
    3. Issues resulting from misconfiguration or development by the Customer and/or the Customers chosen 3rd Party Application provider
    4. Issues resulting from Unauthorised Access by the Customer of Customer Supported Assets
    5. End User or 1st Line support
    6. Technical Advice to any persons not listed as a Named Contact
    7. Failure to meet SLA due to vendor outages
    8. Support is limited to only cover Business Applications deployed by ANS
    9. All Changes will be subject to Additional Service Charges
    10. Project Changes (Normal CR6) are excluded from the service and will be subject to Additional Service Charges. Project Changes are recorded within the Customer portal for Informational and approval purposes only.
  4. Customer Responsibilities

    Including but not limited to:

    1. The Customer shall have an established end user support function that may be validated by the Company
    2. Where required, the Customer shall make available appropriately skilled Employed persons while an Incident is being managed
    3. The Customer is required to undertake an initial Impact Assessment before logging the Incident with the Company. Such Impact Assessment is to include:
      1. Affected Services
      2. Business Impact
      3. Number & Type of users affected
    4. Recent changes on Supported Assets (regardless of perceived impact)
    5. The Customer shall provide full administrative access to the Company to all the services outlined in the Impact Assessment and any subsequently identified services or provide persons with adequate access to allow investigations to proceed
    6. The Customer is required to ensure that all Customer Supported Assets are appropriately licenced and have (where required) Company recommended hardware and vendor support in place.
    7. The Customer is responsible for all configuration backups outside of the Supported Assets without exception.
    8. The Customer is responsible for completing a Request for Change (RFC) in accordance with the Company’s Change Management Process
    9. The Customer shall ensure that all relevant Customer employees have access to and have read the Company Managed Services Handbook
    10. The Customer shall ensure an on-going availability of suitable Internet connection (if not provided by the Company)
    11. The Customer shall ensure 24x7x365 availability of a suitable Escalation Contact should the Company need to gain approval for an Emergency Change or to engage other aspects of the Customer’s support functions
    12. The Customer shall provide suitable notice to any planned/scheduled maintenance that could affect the Customer Supported Assets including environmental changes. Failure to do so may result in Additional Service Charges.
    13. It should be noted that the Customer shall report Business Critical Incidents via telephone only. The Company cannot offer any Service Levels or Service Credits for Business-Critical Incidents raised via email.
  5. Pre-Requisites

    1. On-Boarding Health Check
    2. Registered Partner of Record (where required)
    3. Administrative Access Permissions for ANS Engineers on supported Subscriptions / Accounts and Customer Supported Assets