Customer support itSuitsFashion

We provide flexible support, services, and resources on itSuitsFashion and Microsoft Dynamics NAV that enable you to quickly address technical issues, deepen your professional expertise, maximize return on investment (ROI), and get you back to work faster if issues arise. It’s what you need to address compliance, stay competitive, and get the greatest value from your solution over time. The solution, support and service we provide, give you the winning combination for success!

Support Portal (Gemini)

Click to log on to
our support system

Remote Support (Teamviewer)

Click to start
remote support

CustomerSource
(Microsoft)

Click to log on to Microsoft CustomerSource

Support and Escalation

Contact us by phone
(+31 (0)30 – 687 47 95) or
e-mail (support@tcog.nl)

Service Level Agreement (SLA)

Summary of Support Services

The following table represents a summary of the support services available:

ServiceSupport Agreement
Central Support Phone NumberYes
Web access for self service on support requestsYes
Email access for support request systemYes
Guaranteed response levelsYes
Account ManagementYes
Service Level Response Times

Our hours of support are classified as follows:
Monday – Friday 9:00-17:00 CET, and according to Dutch holidays

The following service levels are available for those customers with annual support agreements only.

Problem TypeDescriptionResponse time
CriticalApplication cannot be used or is not accessible99% within 4 hours
HighCompany critical functions are blocked75% within 4 hours
MediumNon company critical functions are blocked90% within 8 hours
LowUser “how to” queries75% within 40 hours

A response time is deemed to be met if a phone call or email to discuss the issue/request with the client is made. There is no guaranteed resolution time.

Support Lifecycle

Our Support Lifecycle policy provides consistent and predictable guidelines for product support availability when a product releases and throughout that product’s life. By understanding the product support available, customers are better able to maximize the management of their IT investments and strategically plan for a successful IT future. We guarantee to deliver support on the three latest released versions of itSuitsFashion.

Frequently Asked Questions (FAQ)

Q: What is Gemini?

A: Gemini is our support system used to provide our customers optimal support. Each question, task, bug or issue is stored centrally and ensure it is redirected to the correct person immediately.

Q: I forgot my credentials to log on to Gemini. What should I do?
A:
Send us an email to reset your credentials.

Q: What is Microsoft CustomerSource?
A: 
CustomerSource is a password-protected site for customers using Microsoft Dynamics and related business products, provided as a benefit of a service plan. Use it to search the knowledgebase, download updates, view online training and find other information resources virtually 24 hours a day.

Q: I forgot my credentials to log on to  Microsoft CustomerSource. What should I do?
A:
Send us an email to redeem your credentials to Microsoft CustomerSource.

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