Business Central / NAV
Support

Identify Urgency and/or a Due Date

• Emergency scenarios will take priority – Examples include system failures, no one can ship product, user cannot function, etc.
• Identify the main point of contact and include contact information. If an end user is having issues, we will need to have access to that person to assist and debug.

Provide screenshots

• Screenshot the error message box.
• Provide a breadcrumb path to the page or report where the issue is being encountered.
• Identify the button(s) being depressed to obtain the issue
• Identify specific filters being applied to the page or report
• Identify impacted document numbers of problematic transactions

Provide steps to recreate the issue

• Business Central / NAV allows for personalization; therefore, screen options vary not only between customers but also between users.
• When possible, replicating problematic conditions and queuing them up in a TEST environment is optimal. This allows for immediate debugging versus spending time attempting to recreate the issue.

• When entering a ticket you will receive an auto-response that we have received your request.
• In the first hour, the ticket will be reviewed by the support dispatcher and assigned to the appropriate member of the Innovia support team as the ticket owner.
• Within the next 2 hours, the ticket owner will reach out to you via email or phone to let you know they have been assigned to your ticket and will be your point person for the duration of the ticket. They may request additional information, a screen-sharing session, or a conference call to gather more details.
• Once work has begun, they will update you throughout the life of the ticket. You will receive updates and requests for approval on additional time needed, changes to the approved design document or work plan, schedule changes, and delivery date changes. At no time should you go more than a couple of days without an update from the ticket owner.
• Our average days to close on service and support tickets is under 14 days; For urgent tickets, the average is less than 2 hours.

Whenever a support request is initiated, we will bill in 15-minute increments. However, many of our customers enjoy our common sense when a quick question does not get invoiced.

There are several ways that support requests can be streamlined to save time and money:

• Write non-critical requests on a 30-day list. If you still need them after 30 days, then initiate the request.

• Channel support requests through only one of your employees. This way, we do not have multiple people calling for the same request.

• Create a written spec or print screen of the issue and prepare as much information as possible. Often when the issue is written down, the answer becomes apparent.

We believe that an end-user should be as self-sufficient as possible. To help reach this goal, most of our clients attend our report and development training. This training does not make users specialists at creating customizations, but rather they become familiar enough with coding to assist an expert developer by correctly documenting the required work. If a specification can be created for us, it saves as much as 75% of our time.

Our Business Central, NAV, and Navision support is typically immediate. In most cases, a support person can be working with you to identify the problem within an hour. If the issue requires a higher level of business sense or in-depth application analysis, the developer may schedule a Teams meeting to review the issue, create the spec, and give an estimate if warranted. We pride ourselves on maintaining a fast turnaround time.