Help Desk Support for Microsoft Dynamics AX Keeping your Microsoft Dynamics AX system running smoothly is critical to your business. Although the Microsoft Business Ready Enhancement Plan provides valuable updates and information, it may not provide all the support you require – on demand. Ellipse Solutions Help Desk Support for Microsoft Dynamics AX provides the assistance you need – when you need it, including:  Enhanced technical support on demand.  Established Service Level Agreements.  Preventive monthly system maintenance.  Comprehensive application support. The Ellipse Solutions team of Microsoft Dynamics AX certified professionals will help ensure your Microsoft Dynamic AX solution, along with related technologies such as SQL Server or third-party applications are functioning properly and meeting the needs of your business and users. Support is offered through an annual support agreement that includes pre-paid service hours. The number of hours is based upon the level of service options desired.

ENHANCED TECHNICAL SUPPORT ON DEMAND System performance issues can impact your entire organization. Ellipse Solutions Enhanced Support provides a team of Microsoft-certified professionals who will get your Microsoft Dynamics AX system back to full performance with minimal disruption to your business. The initial response time and time to resolution are based upon the severity of the support issue, as outlined below:

PREVENTIVE MONTHLY SYSTEM MAINTENANCE This monthly system maintenance service helps ensure all preventive maintenance tasks and processes are performed on a consistent schedule, allowing your IT team to stay focused on supporting your organization. A Microsoft Certified Specialist will remotely perform:  Application of all windows and SQL Server updates Optimization of SQL databases.  Review of all third party applications for any needed maintenance/adjustments.  Recompile AX applications, as needed.  Validation the updated production environment is operating properly and available for users.

SUPPORT PLAN HOURS Monday - Friday - 8 a.m. - 8 p.m. (ET)

WHY ELLIPSE SOLUTIONS? Ellipse Solutions is a global Microsoft Dynamics AX ERP Partner specializing in business solutions, software development and implementation consulting for manufacturing, distribution, and professional service companies. Our experience with ERP solutions dates back to the beginning of Axapta (now known as Microsoft Dynamics AX) as a product in the U.S. marketplace, and includes successful implementations and upgrades of all Microsoft Dynamics AX versions, releases and hotfixes. Our team offers expertise in business operations, analysis, process reengineering, custom software development, software testing, implementation services, and maintenance/ support services.

Severity Level

Severity Type

Initial Response

Est. Resolution Time

1

System inoperable or operating but cannot process any transactions System running and processing transactions, but impacting ability to conduct business

2 Hours

4 Hours

4 hours

24 hours

System running and processing transactions, but issue need attention

8 hours

48 hours

2 3

For more information, please contact Ellipse Solutions at 937-312-1547, email at [email protected] or visit www.ellipsesolutions.com. 20140630ES