FSMA
Full Service Maintenance Agreement
Swift solutions for any problem.
The Full Service Maintenance Agreement (FSMA) is a comprehensive contract that offers a broad range of maintenance services along with swift support. Our services facilitate continuous operation and optimal performance of your Microsoft Dynamics 365 infrastructure.
Whether it involves routine system updates, preventive maintenance, or on-demand troubleshooting, this contract ensures that all your ERP and ECM support needs are adequately met, contributing to business continuity and operational efficiency.
Advantages of an FSMA
Predictable
costs
To alleviate the burden of rapidly changing demands, we offer flexible adjustments and scalability based on your current needs. This means that you only pay for the capacity your business requires, ensuring cost predictability.
Unparalleled
supervision
Equipped with deep knowledge of cloud technologies, reporting tools, and business intelligence (BI), our experienced professionals are capable of effectively handling day-to-day challenges that may impede your productivity and critical business operations.
Proactive
monitoring
We guarantee the optimal health of your system and environment through continuous monitoring and maintenance. Our services include generating reports, optimizing database performance, and proactive planning to enhance ERP efficiency.
System
Protection
We provide comprehensive support for your systems. Our team will handle virtual patching, security updates, configuration, database backups and retention, standard operating procedures (SOPs), requisite documentation, and other maintenance protocols.
Standard agreement
| Impact severity | Basic plan Regular business hours Support portal access | Pro plan Regular business hours Support portal access | Premium plan Regular business hours Support portal access Dedicated point person |
|---|---|---|---|
| Severity A Critical Business Impact | 8 hours | 4 hours | 2 hours |
| Severity B Moderate Business Impact | - | 8 hours | 4 hours |
| Severity C Minimal Business Impact | - | - | 8 hours |
Managed services
| Services | Conditions |
|---|---|
| Advisory and Escalation Services Must be combined with a Basic, Pro, or Premium Plan | Guidance and advice for getting the most value out of your software investment, going beyond basic troubleshooting and support. This could include guidance on best practices for implementation, configuration, upgrades and new features, strategic planning, etc. |
| 24 x 5 support Must be combined with a Premium Plan | 24 hours a day, 5 days a week. Typically Monday through Friday, excluding weekends. |
| 24 x 7 support Must be combined with a Premium Plan | 24 hours a day, 7 days a week. Reach out for help at any time, day or night, and on any day of the week, including weekends and even on holidays. |
Consultancy
| Schedule | Conditions 4 hour minimum response time |
|---|---|
| Workdays Regular business hours, on-call support | Our consultants will be available "on-call" from 9:30 AMto 5:30 PM Eastern Time Zone (ET). Though engaged in other tasks, they will promptly address any emerging issues. A commitment of a minimum of 4 hours is necessitated. |
| Workdays After hours, on-call support | Our consultants will be available "on-call" from 5:30 PM to 9:30 AM Eastern Time Zone (ET). They will promptly address any emerging issues. A commitment of a minimum of 4 hours is necessitated. |
| Weekends Regular business hours, on-call support | Our consultants will be available from 9:30 AMto 5:30 PM Eastern Time Zone (ET) either Saturday or Sunday. They will actively engage in any assigned tasks. A commitment of a minimum of 4 hours is necessitated |
| National holidays Regular business hours, on-call support | Our consultants will be available from 9:30 AMto 5:30 PM Eastern Time Zone (ET) on days officially recognized and observed by a nation or country for celebrations or commemorations. They are not actively working but are ready to respond if an issue arises. The response time in this scenario is typically longer. A minimum of 4 hours is required. |
| Schedule | Conditions 4 hour minimum response time |
|---|---|
| Workdays Regular business hours | Our consultants will be available "on-call" from 09:30 to 17:30 Central European Time (CET). Though engaged in other tasks, they will promptly address any emerging issues. A commitment of a minimum of 4 hours is necessitated. |
| Workdays After hours, on-call support | Our consultants will be available "on-call" from 17:30 to 09:30 Central European Time (CET). They will promptly address any emerging issues. A commitment of a minimum of 4 hours is necessitated. |
| Weekends Regular business hours | Our consultants will be available from 09:30 to 17:30 Central European Time (CET). They will actively engage in any assigned tasks. A commitment of a minimum of 4 hours is necessitated. |
| National holidays Regular business hours, on-call support | Our consultants will be available from 09:30 to 17:30 Central European Time (CET) on days officially recognized and observed by a nation or country for celebrations or commemorations. They are not actively working but are ready to respond if an issue arises. The response time in this scenario is typically longer. A minimum of 4 hours is required. |
Let's start a conversation.
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