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Support scope

Support Services​

Support services are available to key users, who are required to be fully trained on the product, its functionalities, and the client's processes. The key users can expect from Eftsure inside D365 F&O support:

  • Guidance in identifying the cause of errors or problems.
  • Guidance in rectifying the cause of errors or problems.
  • Guidance in clarifying procedures and functionality when using the Software in accordance with the User Manual.
  • Escalation to, and communication of, issues forwarded to the Software supplier for investigation and resolution.
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End users should seek support from their key users.

Out of scope​

The following is considered outside the scope of the Support Centre and is not covered under Eftsure inside D365 F&O standard Support Agreement:

  • Additional modification or customisation of the product including report creation or modification.
  • User management (self service)
  • Assistance to create and maintain reports developed outside of the Software.
  • The source of the errors or problems is not the product. For example, the source of the error or problem is corrupt data, the hardware, storage media, the network, the printer or as a result of a power failure.
  • Setup of software including adjusting system parameters. The Support Centre is there to help with problems with the standard Software as installed during the Setup phase.
  • Work has been performed on the system by parties other than Eftsure.
  • Any environment other than Production environment.
  • Software upgrades
  • Training: The role of the Support Centre is to help with product and technical faults relating to the Software. Users should be well versed in the use of the product, contact their key users, partners before contacting the Support Centre. Scheduled and customised training courses are available on request.
Right to Charge

Eftsure reserves the right to charge for any work outside the scope of the Support Centre. Wherever practical, Eftsure will advise in advance when a support incident is chargeable.

In general, support incidents outside the scope of the Support Centre and deemed chargeable will be escalated to the Professional Services team to resolve.