IES operates a comprehensive Microsoft Dynamics Great Plains, CRM & NAV software support desk to assist users. We provide personalized support that is tailored to your needs, keeping your system working properly and your staff on-task.
IES applies rigorous call logging and escalation procedures and provides regular customer reports. These reports cover the number and nature of all calls handled over a period of time, which can provide powerful training insights for our clients.
The standard support contract provides assistance during normal office hours. Calls can be logged by phone, fax, and email or via the website 24 hours per day, 7 days per week. We offer extended support contracts to suit clients' specific needs. We can include additional services, extended hours, coverage of additional products, etc.
The cost of an upgraded version of the software is included in the support contract. Major upgrade releases occur approximately every 18 months with interim releases 2 or 3 times per major version. Clients are recommended to upgrade to a major release but not to every interim version. Interim versions are usually produced to provide additional functionality without requiring users to wait for a major release.