Our dedicated support and sustainment program, Encore Care, is a valuable service we offer to our Microsoft Dynamics, Dynamics 365, and Microsoft 365 clients that goes beyond the standard break/fix approach to support. Encore Care has been built as an accessible way to assist you with your day to day needs and issues. Our dedicated team has over 25 years of experience that we leverage daily to provide you with the best support available.

Our Encore Care priority levels are one of the things we utilize to provide timely support when helping our Dynamics clients:

Encore Care Priority Levels

Every ticket a client logs with Encore Care is treated as a priority. Navigating through each of these priorities is the focus of our Client Support Services (CSS) team.

The best way to understand our triage levels is to think about the last time you went to the doctor. Our support specialists are similar to your physician in that they are excellent at what they do, and on any given day a variety of clients might need to see them for an issue.

Our CSS team acts as your triage department. We evaluate every ticket that comes through our ER doors via our Client Support Portal or via Care@EncoreBusiness.com and we address our clients in order of emergency. Explaining your “symptoms” effectively and accurately allows the team to assign you the correct priority order. A stuck batch ticket, while important, would have to wait while someone with a full system down issue would have to see someone right away, much like how someone with a broken arm would need a see a doctor before someone with a cold. We also understand that symptoms can change and evolve over time. Clients can request potential Priority Increases based on new and evolving information.

Encore Care’s triage levels operate along these emergency lines and are broken down into four priority levels: Low, Medium, High, and Urgent. Here’s a brief summary detailing why your ticket would be initially classified as:

Low – Your system is up and running and there are no major issues. Everyone has access. You want a report created or a logo changed. You want to change an item in your non-production environments.

Medium – You are seeing an error but almost everyone has access. Some normal aspect of functionality is no longer working properly. You might have a stuck batch, a glitch in a report, or one person needs a password reset.

High – Several people are locked out of your system. You need to process payroll in the next few days but something is blocking it . Your system is running incredibly slow and it’s impeding business functions. An auditor is on site and needs access to your system.

Urgent – Everyone is locked out. A ransomware attack has happened. The entire system has crashed. Payroll needs to be run and processed by end of day.

As consumers of technology in our increasingly digital world, we understand how frustrating it is when our system is acting up or we can’t process a report or a batch. In that moment, we want answers as quickly as possible so we can keep moving on with our day. It’s no different when you get sick and want to see a doctor so you can start to feel better as quickly as possible. The only major difference is that our ER is virtual! Encore Care processes over 200 support tickets per week. While each of our clients’ issues is a priority, we must follow our triage levels to make sure the seriously critical issues are handled efficiently and effectively.

We know how frustrating it can be to wait, and being in a virtual waiting room can be just as tedious as a real one. But by following our triage levels we create a system that helps us maintain our promise to provide world class support to each person and company we serve. Learn more about the value of Encore Care or contact us for support.