When to pay the 100€ for support from PartnerSource?

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  kine Member Posts: 12,562

  2006-02-20

  Really? We are gold too and never had problems. But of course, each time I wrote some incident it was some bug in Navision...
  
  Did you wrote some question or something, what was not bug?

  Kamil Sacek
  MVP - Dynamics NAV
  My BLOG
  NAVERTICA a.s.

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  ara3n Member Posts: 9,255

  2006-02-20

  i believe you get a certain number of request. once you reach the limit, they start charging.

  Ahmed Rashed Amini
  Independent Consultant/Developer
  
  
  blog: https://dynamicsuser.net/nav/b/ara3n

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  kine Member Posts: 12,562

  2006-02-20

  I think that bug reporting (or bug solving) is not charged. Only support not connected to MS bug is charged or is written off the incident package.

  Kamil Sacek
  MVP - Dynamics NAV
  My BLOG
  NAVERTICA a.s.

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  sajmon06 Member Posts: 17

  2006-02-21

  Like also other replies, we haven't been charged yet, but we always reported some bug.
  
  When submitting a support request the only explanation is:
  "There is an additional charge of: 100,00 € If the support engineer determines that this is not a billable incident, then you will not be charged. "
  
  There is also a possibility to dispute the charge: You can go to PartnerSource >> VOICE >> Technical Support >> Incidents Remaining - there is an email link at the top of the page to dispute this incident.
  
  Hope it helps! Please return with your results, so also we others will know how to operate if we are going to get charged.

  I will use Google before asking dumb questions.

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  pdj Member Posts: 643

  2006-02-21

  My support request was regarding recommended SQL server size for a bigger database than listed in the public document: https://mbs.microsoft.com/knowledgebase ... ZLXNNSQZMQ
  
  I got a few unoffical documents:
  * Unoffical Navision SQL hardware 001.pdf
  * Navision 4_TS_CITRIX Recommendations_FAQ.doc
  * Navision 4 0 on MS Cluster Server.doc
  (And a few public documents I already had)
  
  The documents are actaully quite good - just frustrating they are kept almost hidden.
  
  Well, I took a look at Voice and can see that we have no "Incidents Remaining" (aka: Prepaid Indicents), but on the other hand have we apparently not used any incidents. (When I'm in the "Incidents Remaining" menu). But I can find several incident under "Support Incidents" - and the last one is mine with Charged=Yes :-(
  
  I can't find anywhere to dispute the charge, but I can re-open the incident. We'll grab hold of our MBS contact today - I'll let you know what she has to say about it.

  Regards
  Peter

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  sajmon06 Member Posts: 17

  2006-02-21

  If you look in VOICE --> Technical Support --> Incidents Remaining, there is a link called "Click Here to Question a Non-Exempt/Charged Incident."
  
  If you click on that link you'll get an explanation which incidents are not chargeable:

  • Software Problems/Bugs
  • Missed Guarantees – If we don’t meet your guarantee, the incident is exempt
  • Service Level/Incident Inquiries
  • Suggestions/Enhancement Requests
  • Service Requests for customers that have an Unlimited Support Plan with Microsoft Business Solutions when the partner identifies the customer they are requesting assistance for.

  If an incident as described above WAS charged against your incident count it would qualify as a reviewable incident.
  · Note that an incident can only be reviewed within 30 days after it is marked “Closed”. If the “Closed” incident is older than 30 days the incident in question will not be evaluated and cannot be reversed.
  
  If your incident looks like on of the above listed, you can dispute your incident writing to:
  · EMEA: mbssupe@microsoft.com (check the details at that same page)
  
  If you ask for my opinion, your incidents is somewhere in gray area. It's not a bug, you asked for some aditional information - but as you are saying, those information are not available anywhere (and I think they should be).
  
  Good luck with dispute!
  
  Regards,
  Simon

  I will use Google before asking dumb questions.

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