Managed Support Services

Encore has re-imagined the reactive support model offered by many partners and developed a more proactive, collaborative, and interactive approach.

Our managed services offerings include unlimited support for Microsoft Dynamics GP and NAV or the Microsoft Cloud.

Encore Care: Microsoft Dynamics GP and NAV Managed Support

  • Managed Dynamics GP and NAV Support
  • $50/user/month
  • billed annually or $55 month-to-month
  • Unlimited Break-Fix Support
  • Unlimited 1-Hour Training Sessions
  • Unlimited New User Training/Set-Up
  • Quarterly System Benchmark Report
  • Quarterly System Health Report
  • Take a 5% Discount On ALL New Dynamics Software Purchases
  • Free Cloud Roadmap ($5k value)
  • Contact Us
  • Managed Support + Upgrades
  • $100/user/month
  • billed annually or $110 month-to-month
  • Unlimited Break-Fix Support
  • Unlimited 1-Hour Training Sessions
  • Unlimited New User Training/Set-Up
  • Quarterly System Benchmark Report
  • Quarterly System Health Report
  • Take a 5% Discount On ALL New Dynamics Software Purchases
  • Free Cloud Roadmap ($5k value)
  • Free Bi-Yearly Dynamics Upgrade
  • Contact Us

 

Microsoft Dynamics GP and NAV Support Coverage Details

Managed services for Microsoft Dynamics GP and NAV apply to all qualified customers. Contact Us for more information.

Service Levels

  • Available 8:30 AM – 7:00 PM CST / 6:30 AM – 5:00 PM PST
  • Case acknowledged: 1 hour
  • Case assigned: 4 hours

Managed IT Services/Desktop Support

  • Managed IT Services
  • $70/user/month
  • billed annually or $75 month-to-month
  • Unlimited Office 365 Support
  • Unlimited Azure Support
  • Unlimited Device Support
  • Unlimited Windows 10 Support
  • Automated Update Deployments
  • Free Security Monitoring
  • Free Performance Monitoring
  • User Adds, Moves, and Changes
  • User Password Management/Resets
  • Contact Us

Managed IT Services Coverage Details

Service Levels

  • 24/7 Coverage
  • 99.9% Uptime Guarantee for Cloud Services
Service Level Impact Priority Response Time Escalation Threshold
Service Not Available (critical IT services unavailable) 1 (urgent) Within 2 Hours 4 Hours
Significant Degradation (critical IT services impaired) 2 (high) Within 4 Hours 8 Hours
Limited Degradation (non-critical IT services impaired) 3 (medium) Within 24 Hours 48 Hours
Enquiry 4 (low) Within 48 hours 96 Hours