Support

  • Always ontime with quality support


    SMART business provides wide range of customer support services, maintenance of information systems, development and modernization of functionality of the implemented Microsoft Dynamics products.

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Get support by

  • Ticket system


    Access to issue tracking system that allow customers to create, record and monitor their requests.

    https://incident.besmart.com.ua

  • Customer account


    Personal email on the customer portal to get quick support and latest information about products.

    cspsupport@smart-it.com

  • Phone consultation


    Call us 24/7 for consultation on customer support issues, product functionality and development.

    +380 44 585-3570

Service Plan Terms

Each request is assigned a priority level:

Priority LevelDescriptionReaction Time
CriticalIssues blocking the normal functioning of the systemImmediate (< 30 minutes) during working hours
NormalNormal Priority4 hours during working hours
LowLow Priority16 hours during working hours

Reaction is defined as analysis of the issue and estimation of required work. The estimation is sent to the customer for approval.
Working hours — 9:00 to 18:00 GMT+2, Monday-Friday.

These are standard SLA conditions. Please refer to your support contract for your specific conditions.

Statement of Direction

Our objective is to align the development of SMART solutions (including SMART Accounting and SMART Distribution) with the Statement of Direction for Microsoft Dynamics NAV.

We constantly upgrade our solutions to the latest versions of NAV as they are released, to incorporate and use the new features and functionality added by Microsoft. The upgraded solution is released within 3 months of a Microsoft release of a new major version/update.

Lifecycle

Mainstream support lifecycle for SMART solutions (including SMART accounting and SMART distribution) is aligned with Microsoft’s lifecycle for Dynamics NAV.

After the end of mainstream support, extended support options are available.

Legislation Update Policy

The following options for legislation updates are possible, depending on the customer’s solution version and enhancement plan for add-on:

Supported Version (NAV 2013R2–2016) Enhancement Plan for Add-onUpdate Policy
YesActive Development is free
Merge is charged
NoActiveDevelopment is free, but downgrade to unsupported version is charged
Merge is charged
YesExpired Development and merge is charged
NoExpiredDevelopment, downgrade and merge is charged

FAQ and Knowledgebase

Updates to the product regarding legislation changes are being maintained on the external Yammer network for customers:
https://www.yammer.com/smartcustomers

Overview of features, technical implementations or new technologies can be found at weekly seminars/webinars which are available online:
http://smart-talks.org

Escalation Contact

Natalya Onyshchuk
no@smartbusiness.com.ua
+380 (67) 505-0835

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