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NAVAX Customer Service: Dynamics 365 support.

The NAVAX Customer Service is Dynamics 365 support for your NAVAX solution after the project. You submit requests in the customer & service portal and can see at any time how far along they are.

A woman sitting smiling at a meeting table with glasses and cups
Packages
2ESSENTIAL and PREMIUM, extendable with optional service packages
Portal
24/7Access to the NAVAX customer & service portal
Response times
BindingService levels across four urgency levels
Costs
PredictableMaximum transparency with predictable costs
How you can tell

Your system is running. And who takes care of it when something comes up?

Do you recognize your company in one of these statements? Tap it, and next to it you see what the NAVAX Customer Service changes.

  1. In the Customer Service

    In the NAVAX customer & service portal, every request is handled and documented as a ticket. There you see the progress of your request around the clock, without having to ask.

  2. In the Customer Service

    The customer & service portal is the central communication hub between you and us. Your key users get an onboarding for the portal and submit requests there as tickets, in both packages.

  3. In the Customer Service

    The NAVAX Customer Service works with binding service level response times across four urgency levels, from “critical” to “negligible”. The NAVAX Customer Serviceline team handles your requests by priority. In the PREMIUM package, response times are shorter than in ESSENTIAL.

  4. In the Customer Service

    The PREMIUM package includes a monthly managed service allowance. With it, NAVAX keeps optimizing your system. For ESSENTIAL, a managed service allowance can be added as an optional service package.

Two packages, optional service packages

ESSENTIAL and PREMIUM compared.

Portal, ticket submission, prioritized handling and binding response times as the basis.

  • NAVAX customer & service portalin both packages
    • Central communication hub
    • Ticket tracking and documentation
    • Onboarding for key users
    • 24/7 access
  • Ticket submission via the portalin both packages
    • Contact via the customer service portal
  • Prioritized ticket handlingin both packages
    • By the NAVAX Customer Serviceline team
  • Binding service level response timesin both packages
    1. Level 1critical
    2. Level 2severe
    3. Level 3minor
    4. Level 4negligible
    Response times agreed as binding per level
  • Monthly managed service allowancenot included, available as an optional service package
    • Service allowance for continuous system optimization

Optional service packages

Both packages can be extended with additional service packages, for example the Upgrade Management Service (for Business Central SaaS) or the Telemetry Service. Which ones suit the way you operate, we discuss with you, and we are happy to advise you.

Request a service contract

Schematic view of the scope of services. Response times, prices and allowances are deliberately not shown here. We discuss them with you in a conversation.

The path of a request

From the ticket to full visibility of its progress.

This is how a request runs in the NAVAX Customer Service, the same in both packages.

  1. A woman sitting at a desk looking to the side, a screen in front of herWhere do you report your issue?

    Submit

    You submit your request as a ticket in the NAVAX customer & service portal. Access is available to you around the clock.

    • 24/7 access to the customer & service portal
    • Central communication hub
    • Onboarding for your key users
  2. An employee with a headset sitting in front of several screensWho takes care of it?

    Handle

    The NAVAX Customer Serviceline team handles your request by priority, according to its urgency level and with binding service level response times.

    • Prioritized ticket handling
    • Four levels: critical, severe, minor, negligible
    • Effective support systems and modern software development tools
  3. Three people sitting at a round table with laptops in conversationHow far along is your request?

    Track

    Processing is documented in the portal. There you see the progress of your request without having to ask.

    • Ticket tracking and documentation
    • Visibility of processing progress
    • Maximum transparency
A coffee cup with the NAVAX logo next to a glass of water
Our commitment

We love solutions.

Our goal in customer service & support is to listen to you carefully, understand your requirements and handle them quickly and efficiently.
— NAVAX Customer Service
NAVAX in numbers

We don’t just implement. We stay.

NAVAX builds its own software and has been running it for years. That is why we know what a system has to withstand in its tenth year.

30
Years in business
330
People
1,000+
Projects
8 locations in Austria and Germany
Microsoft Solutions PartnerISO 27001 certified (Information Security Management)
Microsoft Solutions Partner for Business Applications. ISO 27001 certified.
FAQ

Frequently asked questions about the NAVAX Customer Service.

What companies most often want to know before signing a service contract.

What is the NAVAX Customer Service?

The NAVAX Customer Service is NAVAX's support for your NAVAX solution in day-to-day operations and the basis for working together after the project. It is your central point of contact for support requests: NAVAX receives them, forwards them internally to the right specialists, works on the tickets and monitors the agreed service levels. It comes in two packages, ESSENTIAL and PREMIUM, which can be extended with optional service packages.

Which systems does the Dynamics 365 support cover?

Microsoft Dynamics 365 Business Central as well as the CRM applications Dynamics 365 Sales, Customer Insights, Field Service and Customer Service. Which of your systems the contract covers, we define together.

What is the difference between ESSENTIAL and PREMIUM?

Both packages include the NAVAX customer & service portal with a central communication hub, ticket tracking, documentation and onboarding for key users, ticket submission via the portal and prioritized ticket handling by the NAVAX Customer Serviceline team. PREMIUM additionally includes a monthly managed service allowance and has shorter service level response times.

How quickly does the NAVAX Customer Service respond?

Response times are agreed as binding service levels and depend on four urgency levels: level 1 “critical”, level 2 “severe”, level 3 “minor” and level 4 “negligible”. In the PREMIUM package, they are shorter than in ESSENTIAL. We discuss the exact times per level with you in a conversation.

How do we submit a request?

Via the NAVAX customer & service portal. Your key users submit requests there as tickets, around the clock. In the portal, you also see how far along processing is. Additional support portal users can be added as an optional service package.

What is the managed service allowance?

A monthly service allowance that NAVAX uses to keep optimizing your system. It is included in the PREMIUM package and can be added to ESSENTIAL as an optional service package.

Which optional service packages are available?

Upgrade Management Service (ERP) and Upgrade Management Service Plus (ERP) for Business Central SaaS: the base package covers up to two major releases per year; Plus additionally includes their technical deployment and ensuring operability within the contractually defined scope. Added to that are the minor release extension (ERP), Telemetry Service, additional support portal users and a managed service allowance. For on-premises systems only, there is also a remote maintenance server as well as archiving and keeping the software available.

Is the NAVAX Customer Service the same as Dynamics 365 Customer Service?

No. Dynamics 365 Customer Service is Microsoft's software that your service team uses to look after your customers. The NAVAX Customer Service is NAVAX's support, which looks after you in the day-to-day operation of your systems after the implementation.

What does the NAVAX Customer Service cost?

Price on request for your package and the optional service packages.

Which package suits the way you operate?

ESSENTIAL or PREMIUM, with or without optional service packages: tell us how you run your system today, and we discuss the right service contract with you.

Read more

What comes before operations.

Implementation and initial rollout and the Microsoft software that sounds the same but is something else.