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Support Costs from Service Centres

caterdesigncaterdesign Member Posts: 5
edited 2000-05-31 in Navision Financials
I would like some feed back on other users costs as far as service and support goes.

We are a mid-sized UK company using Navision 2.00a (GB).

Our support company charges us 20% support on the total cost of the original installed Navision Financial system. They also charge us 20% of the value of any mods we have done. (Every mod is charged support at 20% of it's value)..

Is this a common thing, or are we being over charged??

Your comments would be appreciated..

Thanks.

Mike Halliday
IT Manager
Catering Design Services Ltd
Manchester, UK.

Comments

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    Jim_HollcraftJim_Hollcraft Member Posts: 7
    What are you getting for your money?

    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News

    [This message has been edited by Jim Hollcraft (edited 25-05-2000).]
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
  • Options
    caterdesigncaterdesign Member Posts: 5
    If for example we have a modification to our service system, for one days work @ £650 we get for following costs

    £650 - Modification charge
    £130 - Support charge

    Because we have more than one modification done at a time, the support fees alone sometimes cost more than one simple mod..

    These additional costs are then added to the yearly 20% of the total system costs for support..

    So our system that initially cost £???,???? + 20% support has now costed us £???,??? + 20% + (£??,??? + 20% mods)

    From these figures, are we being overcharged.
  • Options
    Jim_HollcraftJim_Hollcraft Member Posts: 7
    How can you tell if your are being overcharged? What services are being provided in exchange for the support fees? Do you get your car washed every Saturday? If that is all, you are probably being overcharged. But perhaps your NSC is providing other services for the money. A support fee of 20% might be a great deal depending on what is included.
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
  • Options
    caterdesigncaterdesign Member Posts: 5
    For our support fee we get 1 hour phone response and remote access support.

    If we have a site visit, and a modification takes place we get charged by the hour and then 20% of the mod value...

    Obviously bug fixes are free.. But there are not may of them now..
  • Options
    Jim_HollcraftJim_Hollcraft Member Posts: 7
    When a new version of Navision becomes available, do you have to pay to get your customizations integrated with it?
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
  • Options
    mayermayer Member Posts: 50
    ...

    we pay 10% of the original installed nf system. That means by us 960 DM. There is included hotline by phone and remote access, new releases, reconstruction by error.

    If we need a programmer we payed by order the system 1200 DM and now 1600 DM.

    greetings.

    R. Mayer
  • Options
    caterdesigncaterdesign Member Posts: 5
    Thanks for all your replys.

    I have enquired about upgrades to latest Nav. version, but our support company are abit unsure of upgrading.. We have had so much of the original system modified and added to, they are saying that it will take upwards of two days to upgrade the full system and all the clients.

    We would like an upgrade so we could run Webshop in the future, but we cannot afford to have the system down for more than a few hours....

    The upgrade is one of the freebies that we do get from them...

    Thanks..
  • Options
    Jim_HollcraftJim_Hollcraft Member Posts: 7
    Upgrades to new versions included for 20% is a very good deal. Sometimes upgrades to new versions take HUNDREDS of developer hours.
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
    Jim Hollcraft
    aka Skater
    drilldot.com
    Unauthorized Navision News
  • Options
    Mr_David_CoxMr_David_Cox Member Posts: 15
    Recently I upgraded a Database from Navision Financials 1.30 - 2.50GB.

    The Database had been modified by others with no Comments or Documentation.

    The Upgrade Development through 3 Versions took about 3-4 Days
    This Included taking across the Modifications (re-coding some areas)and a trial upgrade run.

    Client testing was light and sporadic over 2 Weeks.

    One day for the actual live upgrade (Saturday)
    Two days after going live on site as a Safety Net
    Two Days Documentation

    So an upgrade total of 8-9 Days for an Experienced Developer!

    20% if it includes upgrades is very good deal, the 20% on the developed work is correct as this work must be supported as well as the base Modules, the 1 hour response time is good.

    Try to keep a Mods and Wish list so when you have Mods you get value for money.

    Regards
    David
    MindSource(UK)Limited
    Navision Service Partner
    info@mindsource.co.uk
    www.mindsource.co.uk
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