1. Included Support services
Our support services cover the following:
- Free access to version updates for purchased mscrm-addons.com products, including optimizations, bug fixes, enhancements, and compatibility updates for future Windows, Office, Power Platform and Dynamics 365 versions.
- Free product updates to newer Microsoft Dynamics 365 versions.
- Comprehensive technical support via phone, email, live chat, and web sessions.
2. Contact & Availability
2.1 Support Hours
Our support team is available Monday to Friday:
- 01:00 – 18:00 EST (07:00 – 24:00 CEST)
2.2 Contact Methods
Customers can reach us via:
2.3 Response Time
Our technical support team will respond within a maximum of eight working hours.
3. Support for Subscription Contracts
For all subscription-based contracts:
- The support services listed above are included in the monthly or annual fee.
- Support services also apply to additional licensed sandbox environments.
- For DocumentsCorePack and AttachmentExtractor hosted on our servers:
- Service availability is 98.5% annually, including maintenance.
- Services will not be interrupted for more than two consecutive calendar days.
4. Support for Software Purchase Contracts
4.1 Support Duration & Renewal
- Customers receive one year of support and updates from the date of their initial product license purchase.
- Additional licenses purchased later follow the terms of the initial purchase.
- After the first year, customers can renew support annually.
- A 30-day grace period allows renewal at the standard price after expiration.
- If renewed, the new support term starts from the original expiration date.
4.2 Support Term Example
- A company purchases licenses on January 1, 2022.
- If they wait until February 2023 to renew, the new support term will still end on December 31, 2022.
- If a customer upgrades their package (e.g., from Small to Medium), the original support period remains unchanged.
- Example:
- Small package purchased on June 1, 2022.
- Upgraded to Medium package on December 1, 2022.
- Support extension still due by June 1, 2023, or within the 30-day grace period.
4.3 Additional Sandbox Support
With an active support contract, customers receive free support for additional sandbox environments.
4.4 Pricing
4.5 Late Renewal Fees
- If support is not renewed within the 30-day grace period, a penalty fee applies.
- If support is not renewed for over a year, the customer must purchase the software license again to regain support services.
4.6 Support Life Cycle
We continue to support our add-ons for older Dynamics versions as long as Microsoft maintains support for those versions.