It's no secret - keeping your Microsoft Dynamics AX solution running is critical for day-to-day operations. Your Microsoft Business Ready Enhancement Plan provides valuable updates and information, but it may not be providing all the support you need.
You may have reservations toward outsourcing your AX support needs, which is why put together our list of "10 Common Fears Debunked"!
1. “I don’t want to pay full Technical Architect consulting rates because the check printer in accounting chose today not to work”
With the Ellipse Solutions Help Desk service, our rates are heavily discounted down from our standard consulting rates.
2. “I feel like I’m flushing money down the toilet when I lose unused incidents or prepaid hours that are time limited – “use ‘em or lose ‘em” just doesn’t work for me”
At Ellipse Solutions, you can always roll unused hours forward or cash them in for Project work, you paid for them – you should be able to use them (at least that’s what we think).
3. “Every year I take a lot of flak over my AX support budget, I just cannot seem to nail it down” The Ellipse Solutions Help Desk service pre-bills quarterly and provides regular updates on your usage. We already make it affordable, now let us help you make it predictable (AND get those budget Nazis off you back).
4. “When I call Microsoft Support with a question, I spend more time answering a zillion questions about how we use AX than I do talking about specific problem resolution” Help Desk from Ellipse Solutions is front-ended with an Assessment process that allows our consultants to learn about your usage before you run into problems. Documented and stored for our consultants review BEFORE they ask you about things you’ve already told us.
5. “I get the feeling that most support desks are manned with rookies who are learning on the job” Ellipse Solutions maintains an AX certified staff of over 40 Business Analysts, Technical Architects, Solution Architects, Project Managers, Functional Consultants, DBAs, System Administrators and Developers. All of them fully participate in our Help Desk tickets as needed (well, except for the Project Managers because NO ONE actually knows what those people do).
6. “I like meeting new people, I really do (it’s how I met my spouse), but why do I get the feeling that every time I look for AX Support, I’m meeting someone new?” Upon enrollment in the Ellipse Solutions Help Desk service you are given a main Customer Service contact, so someone always has a holistic view. Every ticket has a single point of contact to ensure continuity throughout the resolution process. And we congratulate you on your openness to new acquaintances – it is an essential social skill.
7. “I don’t want to install new software just to get support, I have enough software to support and if I get one more application, I may actually have a stroke” Software, schmoftware. Our support tickets are created at a login at our web site, and we use award winning Microsoft Dynamics CRM Service modules to manage tickets, escalations, documentation and resolutions. If your current internal Help Desk staff uses a solution they love, we can help them interface their solution with ours. (By the way, our research team has just informed me that if your stress results in a catastrophic medical event it is MUCH more likely to be a heart attack than a stroke – just sayin’)
8. “Why do I always seem to lose the really important documentation support teams send me? I can never find it when I need it.” Every aspect of documentation regarding tickets, resolutions and assessments is a deliverable we provide as part of the Help Desk service. But since you keep losing them, we keep them permanently on the portal for your access or download 24/7/365. By the way, if you keep losing files, we can also help you with your MS Office skills.
9. "Sometimes I feel like support personnel never understand the urgency of my request” What are you – Captain Obvious? Of course they don’t understand. What’s critical at one company may be trivial at another. That’s why we provide a rigid SLA about response times.
10. “I do still like my current Partner and have every intention of still using them – is that a problem?” No problem. Really. Over 50% of Ellipse Solutions’ customers bought the software from someone else. You will never be asked or pressured to change your Partner of Record status in order to participate in and utilize our services.
Interested in learning more? Visit our Help Desk for AX page!
