Support Capabilities CfMD Requirement
Purpose
To provide assurance for customers deploying CfMD solutions that their solution is systematically supported with knowledgeable resources. All partners who complete CfMD need to prove that they are set up to support their customers.
How to meet the CfMD requirement
- Have a page on your company website (or on your resellers’ website if you are a non-selling ISV) detailing how you support existing customers on your solution that is being certified. See the Microsoft Dynamics support webpage as an example.
- Make sure to include the following details:
- Service Level Agreement with a time to respond to support incidents. See example.
- Support Lifecycle to guarantee how long you will support and fix a certain version of your solution. See example.
- Support Knowledge Database – a collection of previous chats, FAQs (Frequently Asked Questions). See example.
- Support and escalation contacts:
- Support contact information for customers
- Escalation contact (name, e-mail, and phone) for Microsoft to engage with partner in case of support escalation.
Please email msdynamics@veritest.com with questions at any time.
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