Support - We stand by you, even after you go live

Personalized, competent, multilingual support for Microsoft Dynamics AX (formerly Axapta)

As a Microsoft Gold Certified Partner, we believe that qualified, expert support after you go live is essential to the success of a project. Providing our customers with fast, straightforward and reliable support is our highest priority. With a team of designated contacts, we ensure that our customers can reach their personal support team member by e-mail or phone from 8 a.m. to 5 p.m. Our staff provides 1st, 2nd and 3rd level support.

We ensure the quality of our support services in a variety of ways:

• All of our support staff receive intensive, qualified training from us. In addition, we aim for Microsoft Dynamics AX certification for the entire team.
• Support team members assigned to a customer are integrated into the project before the solution goes live. This way they are thoroughly familiar with the customer's Microsoft Dynamics AX solution and system landscape from day one. This ensures fast processing of support requests.
• We increase efficiency even further by providing our support team with direct access to the customer's live system. This facilitates troubleshooting and problem resolution.
• We structure the support request workflow using clearly defined processes and maintain an overview through uniform documentation. Prompt, direct communication with our customers is a stated goal.
• We provide our customers with standard templates for creating support requests. In this way, our staff has all information for processing right from the start.
• As a further contractual safeguard, we have a direct line to Microsoft support – if there's a solution, we'll work together to find it.

Our support team receives optimal assistance from the Sycor.AX SolutionManager, a solution we developed based on Microsoft Dynamics AX 2009. The Sycor.AX SolutionManager is the result of our expertise from numerous national and international Microsoft Dynamics AX projects.

At the heart of this solution is a freely configurable IT management workflow that not only helps Microsoft Dynamics AX customers and partners implement, operate and enhance the system but also maps each step of the support process in the system. In this way, the latest processing status of a task can always be viewed. We also provide our customers with access to the Sycor.AX SolutionManager, ensuring maximum transparency on both sides.

With integrated document administration, e-mail notifications for those involved in the problem resolution process, and a time recording feature with reference to tasks, the Sycor.AX SolutionManager provides a continuous overview of pending tasks and task histories and ensures budget and cost control.

You can learn more about the Sycor.AX SolutionManager .