1. These plans assume that the Dynamics 365 Sales licenses are purchased through Azamba Consulting, which are sold separately from OnTrack fees.
2. Data migration from an existing system is available as an optional service.
3. The one-time adoption/configuration fee is to be paid in full prior to project kick-off.
4. The ongoing adoption plans are priced for monthly payments (first month’s payment to be paid prior to kick-off).

a. Payments are via credit card or ACH only.
b. Plans will be charged up-front at the beginning of each month.

5. The project will kick-off with portal access granted upon receipt of payment.

6. “Anytime Remote Access Refusal” means you are unable or unwilling to provide us permanent, any-time, unassisted remote access to your system for support and maintenance.

7. “Higher Level Response Time” means that you want to escalate to the next level up to get a faster response.

a. Premium is the highest response level.
b. To move from Preferred to Premium is $250 per incident.
c. To move from Basic to Preferred is $500 per incident and from Basic to Premium is $750 per incident.

8. Typical response times are based on an 8:30 – 5:00 CST business day.

9. To respect our team’s time and all of our customers’ time, we have specific rules around meetings:

a. All meetings will be scheduled with a start and end time. Late arrival will not push the end time.
b. Rescheduling will be done per your Success Coach availability.
c. Many meetings will require key individuals from your company to attend. If one or more of those individuals cannot attend, your Success Coach may determine you require a reschedule.
d. Rescheduling fees will be based on the following:

i. No Shows – $500
ii. Change request with less than 24 hours notice – $350 rescheduling fee.
iii. Change request with 5 to 1 days notice – $200 rescheduling fee.
iv. Change request with more than 5 days notice – no charge.

10. Advanced Data Migration – Assistance to migrate data from your current system to Microsoft Dynamics 365 is not included in this plan. From our experience, we estimate that data migration work is usually roughly between $3,500 and $9,000 depending on the state of the current databases and if we encounter any problems.
We begin with a $2,400 discovery project to assess the current your current databases and identify any potential issues and custom fields that would need to migrate over. After this, we will provide a firm bid to migrate the current databases.

What’s covered under Support?
There are two main categories that we cover: system issues and “How Do I …” type questions.

For system and environmental support, OnTrack covers all diagnostic efforts regarding these types of issues. This includes remote troubleshooting and analysis of application errors and system access issues.

Where possible, we also try to resolve these issues as part of the diagnosis but sometimes resolution of the issues requires a separate bid. See below for section on what is not included in the plan.

Because we are dependent upon Microsoft as the software publisher for the development of the program, we cannot always resolve items that are defects (aka bugs) in the software but we will do our best to identify any such cases, to escalate them appropriately to Microsoft, and to plan workarounds if possible.

In addition to Dynamics 365, your coverage supports server and desktop operating systems, browsers, remote access connection software, and other technologies as it relates to your CRM system. [To be clear: our support of these systems is limited to Dynamics 365 related functionality, we don’t replace your IT consultants or internal IT resources.]

OnTrack also covers assistance with basic “How Do I …” questions to help you complete daily tasks effectively and efficiently. For more advanced questions, we will suggest options from our training services including the resources available from our portal as part of your OnTrack plan.

With all Support services, resolution time is a priority but may vary from response time. Sometimes it takes longer to resolve an issue and we may need to involve outside assistance. Responses will be conducted during normal business hours unless prior arrangements are made.

What’s not covered under Support?
When it comes to covering support issues and How Do I … questions, our policy is liberal; however, your Azamba Consulting representative may decide – at their discretion – that an issue is not covered under the plan.

Some reasons that this may happen:
• Questions being asked indicate that the user needs more formalized training. We offer a wide range of training services for these needs.

• The issue keeps recurring because of environmental issues or user actions beyond our control. We will do our best to advise you how to prevent this from recurring.

• The issue is a known defect with the software. We will log the issue with Microsoft and keep you informed as to status and eventual resolution.

• The issue is a request for customization or enhancement of the system including table, screen, list, workflow, report or other system modifications or creation. We are more than happy to provide you with a fixed bid estimate for any such work and will do so upon request.

• The issue is a request to install a third-party add-on or previously unused portion of your Microsoft Dynamics 365 system. Again, we would love to help you and will provide a fixed bid estimate for any such work upon request.

• The issue is a request to come onsite to provide direct support.

• The issue is related to work done to your system by an outside party (unless previously agreed upon as covered). Of course, any issues related to projects done by Azamba Consulting will be covered as we take full responsibility for satisfactory results based on the terms of the specific project.