Support Offerings


Dynamics EAM offers five technical support plans designed to suit a wide variety of customer requirements. All technical support plans include the latest Dynamics EAM software releases and updates.


Dynamics EAM Technical Support Plans at a Glance

Support Platinum Gold Silver Bronze Standard
Regular On-Site Review Meetings Included
Prioritized Bug Requests Included
Priority Involvement in Beta Programs Included
Prioritized Product Enhancement Requests Included
Dedicated Support Engineer Included Included
Environment Replication Included Included
Weekly Status Reports Included Included
Critical Issue Notification Included Included
Assigned Case Manager Included Included Included
Recurring Project Status Conference Calls Included Included Included
24x7x365 Critical Tech Support Included
Option
Option
Included
Option
Weekend Assistance Included
Option
Option
Option
Option
New Software Releases and Updates Included Included Included Included Included
Multi-Channel Communication Included Included Included Included Included
Customer-Designated Support Liaisons
3
2
2
2
1
Knowledge Base Access Included Included Included Included Included
Multi-Continent Support
Option
Option
Option
Option
Option
Additional Support Liaisons
Option
Option
Option
Option
Option
Platinum Support

Our highest level of support, Platinum Support offers all the benefits of Gold Support, plus:

  • Regular on-site review meetings
  • Prioritized bug requests
  • Priority involvement in Beta programs
  • Prioritized product enhancement requests
Gold Support

Gold Support offers all the benefits of Silver Support, plus:

  • A dedicated support engineer
  • Environment replication
  • Weekly status reports
  • Critical issue notification
Silver Support

Silver Support offers all the benefits of Bronze Support, plus:

  • An assigned case manager
  • Recurring project status conference calls
Bronze Support

Bronze Support offers all the benefits of Standard Support, plus:

  • 24/7/365 Critical Tech Support
Standard Support

Standard Support includes:

  • New software releases and updates.
  • Live technical support during standard business hours
  • Access to the Knowledge Base
  • Multiple contact channels
Add-on Options

Add-on options are benefits which may be added to any Support Plan, for an additional fee:

  • 24/7/365 critical technical support
  • Weekend assistance
  • Additional support liaisons
  • Multi-continent support

Technical Support Plans are designed to support a dedicated customer environment. Optimal performance depends upon the number of users utilizing Dynamics EAM. Your Dynamics EAM professional services representative will work with you to determine which service plan(s) will best suit your needs.
For more detailed definitions of these support plans and the services provided with each, please refer to Dynamics EAM Technical Support’s Policies and Procedures document at http://www.dynamicseam.com/support/support-policies-and-updates/.