Support Boundaries for Microsoft Dynamics SL – Americas
This page outlines the support boundaries for Microsoft Dynamics SL for the Americas regions. Please review the below scenarios to understand how each will be handled by the Microsoft Dynamics SL technical support teams in the Americas.
Hotfixes, Service Packs / KB's
The only supported method of implementing a KB is to take the KB as released by Microsoft. KB's may, and often will include dependent code changes from previously released KB's. In these situations, Microsoft will not extract portions of code out of a released KB to provide a smaller more targeted fix. Doing so creates risk in a number of ways. By extracting specific code from a KB there is risk that missing dependent code is not included resulting in the fix not resolving the issue it was intended to resolve or creating issues in other areas. This also breaks the Microsoft Dynamics SL hotfix/service pack and LCS strategy. If a Partner or Customer chooses to proceed with extracting portions of a KB this code is treated as a customization and they will assume the risk associated with this. Microsoft will not assist or support these efforts. ?
After a Knowledge Base (KB) has been provided via a support case related to a hotfix / service pack, that case will be closed by the Microsoft support engineer. This case can be reopened if it is determined that the KB/hotfix or service pack does not resolve the problem it was intended to correct. If assistance is needed in installing a KB a new case should be submitted to work through any issues with installing the KB, as opposed to reopening the previous case, which was to correct the core product issue. ?
Performance Cases
Depending on the situation, performance issues may be handled via a normal reactive break fix support case or could require an advisory service. For performance issues having impact in multiple areas of the business an advisory service is required to investigate at a broader level. For isolated performance issues impacting a specific business function (i.e. Posting Sales Orders), these scenarios will start as a break-fix support case to troubleshoot to determine root cause. If at any point it is determined that the root cause points to custom code, 3rd party or ISV software, something environmental or anything else outside of core Microsoft code the Microsoft Dynamics SL Support team will provide evidence that supports this in order for the Customer/Partner to proceed with further investigation and resolution of the problem.
Data Corruption
Data may become corrupt due to a variety of reasons (malfunctioning software, custom code, 3rd party or ISV software, power outages, etc.). Microsoft does not provide assistance for correcting damaged data. Note that per the Service Provider License Agreement (SPLA), Microsoft does not have a legal obligation to change or correct data being corrupted due to malfunctioning software.
Support Information
For technical support questions, contact your partner or direct your questions to the Support for Business hub: https://serviceshub.microsoft.com/supportforbusiness/create
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