The TM Group invests heavily to be a Microsoft Advantage Support Partner so we can get the highest level of support and problem escalation on your behalf. During the implementation you will have email and cell numbers for the consultants assigned to your project, who will most likely be your first line of contact for most support cases through the initial phases of the implementation. They are most familiar with the active project and would most likely be your first choice. You may also contact our dedicated support desk via our toll-free number and website request service.
a) On-site Support. We will be on-site through the week of production go-live and periodically for approximately one month after go-live. From time to time following implementation, it will be necessary for a TMG consultant to visit our clients to perform tasks as requested by or suggested to the client. These visits will be coordinated through our TMG Project Manager or directly with the client’s lead consultant.
b) Telephone Support at 888-482-2885. The TMG help desk is available Monday thru Friday, from 8:30am to 5:30pm, and on-line requests are accepted as needed. Our help desk is managed by tenured, certified professionals, very capable of provided support directly or assigning your request to another senior member of our team. Cases submitted by telephone or support e-mail requests are taken in the order they are received unless there is a “system down” situation, which takes priority over all other situations. When a client writes to us for support, that e-mail is routed to 5 members of our team, including upper management, giving visibility to 3 different departments within TMG so you can rest assured that you will get the prompt assistance you require. If our help desk consultants cannot assist your need, they will refer the situation directly and immediately to the Project Manager and your lead consultant for further review and action. You will also have access to the solution publishers online portal where you can search their knowledge base. And finally you could get support directly from our publishers at an extra charge if you so choose.
c) Upgrade Methodology. Periodic updates of Microsoft Dynamics and other on-premise solutions will be provided through the Enhancement Program. This is required for the first year of the system and is optional thereafter. The updates incorporate new features and major enhancements for your solution. We do not perform upgrades, hot fixes or updates immediately upon their release but rather, we thoroughly test them in our development environment until we are certain that the results will be acceptable for the majority of our clients. At the appropriate time, our client marketing and administration staff will contact the clients and determine if and when to schedule this upgrade/update for and with the client. Clients can perform upgrades themselves, but typically prefer that TMG takes responsibility for this event. Typically releases and new updates/upgrades are released every 18 to 24 months.
Support provided by The TM Group is available on either a time and materials basis or the client can purchase one of our fixed cost Support Plans. Technical support is intended for the purpose of answering user questions after training is complete for the module(s) in question and billing is at the sole discretion of the project manager.
d) Hardware/Database Upgrade Coordination. If TMG has provided the hardware, we will notify the client if an upgrade is necessary. In the alternative, we will work in conjunction with the client’s system administrator to coordinate the appropriate time for such an upgrade. If the client is hosting their environment, the hosting provider will initiate contact with the client at the time of any proposed upgrade.