Tres Tria have recently made fundamental changes to the way in which our support services operate. Due to changes in the Microsoft Dynamics NAV software and the Microsoft Dynamics NAV software pricing, we decided to evaluate the cost effectiveness of the support services we provide to our new and existing client base, to ensure that we offer Value For Money.

Reasons for Change

• New functionality obtained from a version upgrade
  Each product release of Microsoft Dynamics NAV, brings with it new functionality that often requires explanation and training. Receiving training is typically outside the remit of the support contract, but often the level of training would not be worthy of a full days onsite training session.

Training on new functionality can be performed over the phone or via a webinar as part of your support plan.

• Software pricing changes
  Microsoft dramatically changed the manner in which the Dynamics NAV software is priced with the introduction of the Business Ready Licensing (BRL) model. Previously, Microsoft Dynamics NAV was sold on a granular basis, and resellers could evaluate the amount of training required based on the granules purchased. Due to the introduction of BRL, with either Business Essentials or Advanced Management options, pricing is now based on the number of concurrent seats purchased. This means that as the business grows, it can utilise new functionality that was previously not required, but by doing so, additional configuration and training may be required. Again, the level of training required for this additional functionality may well be minimal, and not justify a full day’s onsite training session.

Configuration and training on new functionality can be performed over the phone or via a webinar as part of your support plan.

• Transferring Support to a new reseller.
  Each implementation of Dynamics NAV typically includes system changes that are specific to the company. Whilst the majority of these changes are well written, there are still many instances where the code has not been written to a satisfactory standard, or documented sufficiently. Historically, a Microsoft Dynamics NAV partner would perform a review of the coding to assess the level and effectiveness of the development that currently exists within the system to evaluate whether these changes could be supported, without the system being extensively rewritten.

Any code issues uncovered in the course of supporting a customer can be handled directly utilising support plan, thus reducing the need and cost of an initial evaluation of the code.

• Experienced users
  The majority of support queries are received in the first few months after go-live, and will, as a rule, reduce thereafter. After two or so years, the number of calls made to the support department for “Support related requests” diminishes, but the need for modifications and new reports may well remain reasonably constant throughout the life of the system. These would generally not be covered by support; therefore the value of the support contract diminishes while additional costs, for extra development and reports continue.

Additional reports and minor developments can be made utilising support minutes.

How it Works

Our support contract now includes many elements that were previously outside the scope of the support contract. Examples of these are bespoke changes to the system, report writing, over the phone training, and reconciliation services.

With each support contract, the customer is effectively prepaying for a number of days services, at a discounted rate, calculated in minutes ("Support Minutes"). Each time a Tres Tria employee performs a task relating to the customer, the time is recorded (in minutes). Should you be a light user of support, the unused minutes can be used for any task that is related to the software system. A report of minutes used, can then be provided monthly on request, to see how many minutes have been utilised and whether any new work that requires development can be covered within your allocated time. 

It also means that additional work can be carried out in a time efficient and effective manner, without the need to raise individual sales orders with minimum time constraints (usually a half day minimum charge) before commencing. You will therefore receive the changes in a timely manner and at a reduced cost.

What this means to your company

In essence, this adds up to an improved return on investment for your support contract; the more established a user, the better the value of this type of proposition. If you are considering moving your contract to Tres Tria, we no longer need to perform a chargeable assessment of the development in your system, to assess whether it can be supported, and it means that if there are unsupportable changes made by a previous reseller, we can alter the code, potentially without additional cost. Some resellers offer a fixed fee per support call. However, in our experience, the vast majority of support calls received are closed at the end of a 5 minute conversation, or a response to an email.

Further information

We have received extremely positive feedback from our existing customers regarding these changes, and it has helped to streamline the process of new customers transferring their support contract to Tres Tria. If you would like to discuss the above, please call us on 0845 838 7800.