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.


Microsoft Dynamics GP and NAV Managed Support

  • Managed Dynamics GP/NAV Support
  • $50/user/month
  • billed annually or $55 month-to-month
  • Unlimited Break-Fix Support
  • User Coaching & Application Guidance
  • New User Orientation Training
  • Client Workstation Install & New User Set-Up
  • Quarterly Usage Report
  • Take a 5% Discount On ALL New Dynamics Software Purchases
  • Monthly Fee for GP Payroll Updates
  • Free Cloud Roadmap ($5k value)
  • Contact Us
  • Managed Support + Upgrades (GP only)
  • $100/user/month
  • billed annually or $110 month-to-month
  • Unlimited Break-Fix Support
  • User Coaching & Application Guidance
  • New User Orientation Training
  • Client Workstation Install & New User Set-Up
  • Quarterly Usage Report
  • Take a 5% Discount On ALL New Dynamics Software Purchases
  • Monthly Fee for Payroll Updates
  • Free Cloud Roadmap ($5k value)
  • + Free Biennial Dynamics Upgrade (Two-Year Commitment Required)
  • 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 Business Days: 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 – Bronze
  • $25/user/month
  • billed annually
  • Hours: 6 AM – 6PM Local Time
  • Email & Phone Support
  • 1 Device per User
  • Automated Update Deployments
  • Free Security Monitoring
  • Free Performance Monitoring
  • User Adds, Moves, and Changes
  • User Password Management/Resets
  • Unlimited Exchange Support
  • Unlimited Skype Support
  • Unlimited Device Support
  • Unlimited Windows 10 Support
  • Contact Us
  • Managed IT Services – Silver
  • $50/user/month
  • billed annually
  • 24 Hour Support
  • Email, Live Chat & Phone Support
  • 5 Devices per User
  • Automated Update Deployments
  • Free Security Monitoring
  • Free Performance Monitoring
  • User Adds, Moves, and Changes
  • User Password Management/Resets
  • Unlimited Exchange Support
  • Unlimited Skype Support
  • Unlimited Device Support
  • Unlimited Windows 10 Support
  • Contact Us
  • Managed IT Services – Gold
  • $75/user/month
  • billed monthly or $70 billed yearly
  • 24 Hour Support
  • Email, Live Chat & Phone Support
  • 5 Devices per User
  • Automated Update Deployments
  • Free Security Monitoring
  • Free Performance Monitoring
  • User Adds, Moves, and Changes
  • User Password Management/Resets
  • Unlimited Exchange Support
  • Unlimited Skype Support
  • Unlimited Device Support
  • Unlimited Windows 10 Support
  • + Unlimited Office ProPlus Support
  • + Unlimited Sharepoint Support
  • + Support Portal Access
  • + Remote Support on Public Holidays
  • + Onsite Presence: 8AM-5PM
    (48-hour SLA)
  • 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