{"id":1545,"date":"2014-02-01T16:00:38","date_gmt":"2014-02-01T15:00:38","guid":{"rendered":"http:\/\/www.capcargo.com\/?page_id=1545"},"modified":"2020-11-06T11:43:07","modified_gmt":"2020-11-06T09:43:07","slug":"support","status":"publish","type":"page","link":"http:\/\/test.capcargo.com\/en\/support\/","title":{"rendered":"Support"},"content":{"rendered":"

Application customers are having following support options:<\/p>\n

Update Agreement (Business Ready Enhancement Plan)<\/strong> CAPcargo offers to their customers an option to purchase an update agreement. This service plan offers following possibilites:<\/p>\n<\/div>

<\/div><\/div><\/div><\/div><\/div>
\n
\n\n\n\n\n\n\n\n\n\n
Service plan features<\/strong><\/th>\ncoverage<\/strong><\/th>\n<\/tr>\n<\/thead>\n
Product Releases, Service Packs, Hot Fixes<\/td>\nYes<\/td>\n<\/tr>\n
Access documentation<\/td>\nYes<\/td>\n<\/tr>\n
Knowledge base<\/td>\nYes<\/td>\n<\/tr>\n
Protected List Price<\/td>\nYes<\/td>\n<\/tr>\n
Support Incidents<\/td>\nNo<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n
<\/div>
<\/div>
<\/div>

Detailled services are described in the corresponding agreement.<\/p>\n<\/div>

<\/div><\/div><\/div><\/div><\/div>

Product Lifecycle<\/h2><\/div><\/div>
\n

With a valid update agreement CAPcargo customers are receiving software updates such as new software versions, service packs and hot fixes. Updates (patches) are available for the current and last Major Microsoft Dynamics 365 for Finance and Operations release. For older software versions CAPcargo offers fixes on demand (chargeable). Detailled services are described in the corresponding Agreement.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

Service Level Agreement<\/h2><\/div><\/div>
\n

With a Service Level Agreement (SLA) CAPcargo customers are having the possibility that support requests are handled \u2013 depending on urgency \u2013 within a certain delay. If requested the support time frame can be extended upto 24\u00d77.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

Support desk \/ contact<\/h2><\/div><\/div>
\n

Customers can contact the support desk during regular office opening hours (Monday to Friday, 08.00 \u2013 17.30 h):<\/p>\n

phone: +41 44 578 04 45 e-mail: support@capcargo.com<\/p>\n

Extended opening hours can be agreed in a Service Level Agreement.<\/p>\n

Knowing of the importance of a central software application for a logistics service provider, we aim to ensure a continous operation of the system. In case of dissatisfaction please get directly in contact with the Management.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

Knowledge Database<\/h2><\/div><\/div>
\n

A Frequently Asked Questions (FAQ) section is available for customer with a valide update agreement on the CAPcargo SharePoint. For access please get in contact with our support desk.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div>

<\/div>
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