1. A Microsoft Dynamics customer service plan maximizes the value of your solution now and as your business changes and grows by delivering breakthrough innovations in usability, functionality, and online services to help move your organization forward, as well as timely tax and regulatory releases to help your organization remain compliant. Plan flexibility lets you choose the maintenance and support options that are most relevant for your business, helping you control costs and optimize value. Service-plan enrollment provides consistent and predictable guidelines for product support availability when a product is released and throughout that product’s lifecycle. Your employees will also have access to role-tailored productivity tools and secure access to CustomerSource—an online customer portal with unlimited access to online training and certification information, self-help options, downloads, tips, and a wealth of information. Access to the Microsoft Dynamics community site, a “social network for business professionals,” allows you and your employees to connect with peers and other industry experts in businesses like yours to share best business practices. Service-plan options help empower your employees to access the knowledge and support they need, in the way that’s best for each, to speed user adoption, drive productivity, and help your business gain value quickly and optimize ongoing value.
NOTE: SQL Server Runtime Embedded Maintenance provides only upgrade rights and none of the other benefits provided by the Enhancement Plan for your Microsoft Dynamics product.    
Microsoft Dynamics Service Plans and how they can help your business grow

2. Unlock added value with Microsoft Dynamics Service Plans
Microsoft Dynamics has consistent high industry recognition
Products + Service Plans maximize investment value
Microsoft Dynamics is consistently ranked among the best by industry luminaries like Forrester and Gartner…as well as in reviews and ratings from users themselves.
What we’re going to be talking about today is how adding a service plan to your solution is an easy way to unlock your systems full potential, to keep your employees fully trained, and to keep your costs under control.
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3. Increase investment’s current value & future predictability
Consistency
Service Plan
Empowerment
Predictability
A Microsoft Dynamics customer service plan maximizes the value of your solution now and as your business changes and grows. Delivering breakthrough innovations in usability, functionality, and online services to help move your organization forward, as well as timely tax and regulatory releases to help your organization remain compliant. A service plan will help you maximize your technology investment now and over time by ensuring the latest technology and functionality while ensuring usability with familiar tools and ongoing services.
Service plan enrollment provides consistent and predictable guidelines for product support availability when a product is released and throughout that product’s lifecycle. When you invest in a service plan for a currently supported version, you can continue using that version indefinitely, and Microsoft will support it through the lifecycle of the product. Protected List Price offers price protection for future purchases and renewals, providing predictability in the cost of future investments.
Service plan options empower your employees to access the knowledge and support they need, in the way that’s best for each, to speed user adoption, drive productivity, and help your business gain value quickly and optimize ongoing value. A service plan provides access to online interactive training courses known as E-learning—a low-cost and efficient way to continue ongoing education and increase knowledge and productivity. From deployment, to training, to maintenance, to new version rights, to advanced user information, Microsoft Dynamics service plans give your employees support they need at each step of growth in your business lifecycle.

4. Key benefits to ensure investment protection
Use your software to its full potential
Continuous access to innovation with new version rights, software updates and hotfixes
Keep your costs down with
Price protection for better budget predictability
License credit
Help your staff perform at its full potential
1000+ training options included
Here are three ways Microsoft Dynamics Service Plans help you protect your Microsoft Dynamics investment. The fact is, most customers use only a fraction of their system’s capabilities. A service plan is a sure way for you to have the investment protection that company lacked.
[Use your software to its full potential]
Issue - For example, there was a customer that knew that an always-updated solution was critical for their business success. But they didn’t have a cost-effective way to always have the latest and greatest.
Solution - A service plan will give you automatic software updates. You’ll get new software versions as they’re released; so you can take advantage of the hottest new features that will transform your software from great to exceptional.
[Make sure your staff is performing at its full potential]
Issue - There were lots of features this company could have put into practice to help them get more done faster (like eliminating manual processes or automating common business tasks). But they didn’t have an easy, low-cost way to keep their staff fully trained in using their solution.
Solution - Need help with an installation? Stuck on an issue? Want to automate a manual procedure? Whatever your question, there’s a wealth of information at your fingertips that’s designed to keep your staff performing at its best and to help them unlock your solution’s full potential.
[Keep your support costs, licensing costs, and training costs down. ]
Issue - They were missing out on the ability to receive new version rights, error corrections, hotfixes, and enhancements as soon as they were available… without additional costs. And they didn’t have a low-cost and convenient way to keep their people trained — and to get new hires up to speed fast.
Solution - In terms of keeping costs down, you get those automatic updates we just talked about…that’ll be a huge relief to your budget. THEN add the ability to get credit toward new Microsoft Dynamics solutions, to avoid price fluctuations and to more accurately predict your budget.…. And you can see how Microsoft has your back covered in protecting your investment.

5. Service plans help to increase your investment value and ROI
Optimize Ongoing Value
Protect your investment
Increase Productivity
Flexibility
A Microsoft Dynamics customer service plan maximizes your solution’s ongoing value by giving you access to new innovation and functionality, while delivering critical updates to help keep your organization compliant.
Microsoft stands by its customers at every stage of their lifecycle, providing choice, flexibility, and transparency as their business changes and grows.
Microsoft provides innovative tools and services that empower people to be increasingly productive while meeting complex business challenges.
Plan flexibility lets you choose the maintenance and support options that are most relevant for your business, helping you control costs and optimize value.
New Version Rights, Updates, Hotfixes, Protected List Price, CustomerSource, Unlimited Access to Online Training, Dynamics Community, Investment Credits, and License Mobility

6. Reduce cost and Increase Performance with access to latest product releases
Immediate access to the latest
New Version Rights
Service packs
Hotfixes
Keep your solution at its peak performance
Continually increase your organization’s
Uptime
Performance
Productivity
“Microsoft Dynamics is vital to our company. An always-updated ERP solution is critical. Our service plan is what makes this possible and affordable.”
– Kennet Brodersen IT Manager
This is one of the most valuable, cost-saving benefits of your service plan.
With a product like Microsoft Dynamics, you always want to be using the latest and greatest, right?
Here’s the way to get immediate access to the latest service packs, product releases, and hotfixes – without cutting a check.
Microsoft invests heavily in research and development of its Microsoft Dynamics products so you can keep your solution at its peak performance
And
continually increase your organization’s Uptime, Performance, and Productivity

7. Reduce system downtime and save money and resources accessing CustomerSource online portal
Quick issue resolution
“Because CustomerSource is so easy to access and use, it encourages our employees to take initiative and empowers them to quickly find their own answers.”
– Karen Navas IT Manager
Guidance for unleashing new functionality
Unlimited access to training courses
Innovative productivity tools
CustomerSource is a unique online portal designed specifically for Microsoft Dynamics customers. It’s the best way to keep your team up to speed — performing at its best and ready to tackle any issue. By limiting the need for external IT support, we help you reduce and predict your IT support costs.
Have you ever needed a quick resolution to an issue? CustomerSource ( is the place to go.
You can access CustomerSource anytime for self-directed support. Here’s where you’ll find easy access to expert information and troubleshooting steps that will help you solve issues quickly.
Are you ready to unleash new functionality or improve business processes? Go to CustomerSource.
What about training? How often do you train new hires — or wish there was a low-cost way to make sure your people are fully trained? It’s all here in CustomerSource. There’s unlimited access to training courses, productivity tools, and downloads of PDFs and videos for training sessions, FAQs, webinars, and datasheets.
There are also how-to articles written by Microsoft Dynamics experts and access to a extensive community of industry experts and peers.
Self-guided downloadable help documents
How-to articles
Access to industry experts and peers

8. Unlock your solution’s full potential with quality training offerings
Included: x7, online training courses
“The training let us restore good practices and do away with bad habits.”
– Karen Navas IT Manager
E-learning
The latest productivity tips
Training Materials
Study tools or desktop reference
You’re always going to have people join your team who are beginners in learning about Microsoft Dynamics, as well as seasoned veterans in need of a quick refresher. Either way, a service plan gives you unlimited access to online training designed to increase their knowledge and productivity.
E-learning. Get convenient and thorough online training on specific topic areas — such as how to use a product module — from anywhere, at any time. E-learning training is available in English only.
Training materials. You can download training materials and use them as a study tool or as a desktop reference. These materials are available in multiple languages.
Learning plans. You can also take advantage of training roadmaps that make it easy for people to find the training they need. These roadmaps outline every training and certification option available for each Microsoft Dynamics product module. (Available in English only).
Learning Plans
Create your own training programs

9. Learn from others’ best practices with Managed Community Forums
Managed communities ad support forums
Tap into a worldwide community of experts
Access deep knowledge and experience
Managed by Microsoft support engineers
Get a personal response within 2 days (with Advantage or Advantage Plus)
Managed community and support forums are where people can exchange ideas, ask questions, and discuss solutions with their peers.
Your service plan gives you access to tens of thousands of technical articles written by Microsoft Dynamics support engineers.
With a managed support plan if you post a question and it isn’t answered by the community within two days, Microsoft support engineers will personally respond.

10. Better budget predictability with a Protected List Price
Shield yourself from price fluctuations
Microsoft records the system list price at the time of purchase. Assuming you remain current on your service plan, this price becomes the “protected” list price that your future service plan renewals are based on.*
Avoid price fluctuations
More accurately predict your budget
Protected List Price is a great way to shield yourself from price fluctuations.
Here’s how it works:
*Microsoft records the recommended system list price at the time of your Microsoft Dynamics license purchase. Assuming you remain current on your service plan and don’t add additional licenses, this price becomes the “protected” list price that your future service plan renewals are based on.
This helps you avoid price fluctuations and lets you more accurately predict your budget for service plan renewal year after year.

11. Protect your original investment credit with Transition Investment Credits
Easy
Transitions
As your business grows, this benefit allows you to transition to a Dynamics solution that better fits with your company's future goals.
License model
Product Line
Here’s another way to protect your investment.
If your business changes or grows, our Transition Investment Credit will protect your original investment.
You’ll be able to easily transition to another Microsoft Dynamics license model, product line, or edition that meets your changing business needs.
Edition

12. License Mobility – extend deployment flexibility
Deploy application server software on-premises or in the cloud to take advantage of the lowest cost infrastructure for changing business priorities
“The primary reason to recommend using License Mobility was to reduce the licensing cost of a cloud-based solution by using existing licenses…”
– Luke Shepherd, Managing Director with Holistic Technologies
Move application server workloads from on- premises to Service Providers at any time without additional licensing
Extends the value of your server application license by deploying them on-premises or in the cloud
Key Talking Points:
License Mobility lets you deploy certain server application licenses on-premises or in a hosted, shared datacenter to help lower your cloud infrastructure costs. This benefit currently supports your cloud deployments Exchange Server, SharePoint Server, and SQL Server Runtime products.
Script:
License Mobility through Software Assurance enhances the value of volume licenses with Software Assurance by extending their use to the cloud. This benefit can also help you lower your operating costs by using an Authorized Mobility Partner’s shared infrastructure. By extending "License Mobility" to the cloud, Software Assurance lets you choose between deploying on-premises or through an Authorized Mobility Partner’s Infrastructure as a Service (IaaS) offering. Such instances can be run on shared hardware, with the applications themselves dedicated to your organization.
Application server products eligible for License Mobility through Software Assurance, including Microsoft Exchange Server, Microsoft SharePoint Server, and Microsoft SQL Server Runtime, are identified in the Microsoft Product Use Rights document.

13. Support Lifecycle Complete lifecycle support for the Dynamics solutions
Deploy
Customer Support
Customer Support
Flexibility
5+5 support lifecycle policy
Mainstream Support
Design changes /feature requests
Request hotfixes
Purchase
Adopt
Extended Support
Link to Microsoft support Lifecycle policy 
Customer satisfaction
Unified support experience
Customer Support
Customer Support
Renewal

14. Problem Resolution Support Options to meet your needs
5 Levels of Microsoft Support 1 2 3 4 5
Unlimited Self-Help Support
Pay Per Incident
Limited 1:1 problem resolution*
3-hour response 6 incidents/year
Unlimited 1:1 problem resolution*
Fastest response time 2 hours for critical cases - unlimited
Premier support
Proactive, dedicated support with access to network of experts to endure accelerated response and help with planning, rollouts, health checks and remediation
When an issue happens that needs Microsoft’s help, there are three available levels of support. Your partners serves as your primary support liaison, but Microsoft is always there to back you up when you need support.
The level of support you need is the big difference between the service plans. We’ll be covering the plans in just a minute, but for now, here’s a quick overview of the options.
*Availability varies by region for support offerings. For availability of each service offering by product please go to
Levels of support:
Unlimited Self-Help Support
Pay Per Incident Support
Unlimited Self-Help Support PLUS 1:1 problem resolution — with a three hour response time — six times per year
Unlimited Self-Help Support PLUS unlimited 1:1 problem resolution — with a three hour response time.
Unlimited support, with proactive, dedicated support available
*For availability of each service offering by product please go to

15. Microsoft Dynamics Lifecycle Services Cloud collaborative workspace for planning through implementation and operations tracking
Microsoft Dynamics Lifecycle Services provides a cloud-based collaborative workspace for you to manage Dynamics solutions from planning to implementation operations. It provide tools by industry, for each phase of your project that help you manage the project and a dashboard for up-to-date project information.
Lifecycle Services provides
…and Lifecycle Services can help
”We are able to realize value faster – currently on a 90-day project cycle due to improved quality and consistency of our services.”
- Fortune 500 manufacturer
Process & Operation Predictability
Automated development & deployment tools
Proactive code check against best practices
Improve Return on Investment (ROI)
Increase efficiencies
Speed time to value
Reduce Total Cost of Ownership (TCO)
Reduce downtime

16. Service Plans overview
Now we’re going to dive deeper into what the service plans offer and how they will help protect your Microsoft Dynamics investment
[Note to Speaker: This section covers the Details and Benefits of each aspect of the plans. Be sure to emphasize the value of CustomerSource. Testimonials are included to help overcome common sales objections (e.g., I don’t see the value for the price I’d be paying.)]

17. Enhancement Plan – Benefits at a glance
Self-directed support
New version rights, hotfixes, service packs, and tax and regulatory release
Protected list price and transition investment credit
Unlimited access to online training, training manuals and access to certifications
Access to CustomerSource: unique, online portal for customers
License mobility
KnowledgeBase, troubleshooting steps, solutions to common issues
News and events, conference highlights, online webcasts
Technical documentation, white papers, how-to articles, installation and user guides

18. Advantage Plan – Shorten Resolution Time
Six problem resolution support incidents with a three-hour response time
Managed communities and support forums
Access to CustomerSource and an online community of experts
New version rights, hotfixes, service packs, and tax and regulatory releases
KnowledgeBase, troubleshooting steps, solutions to common issues
Technical documentation, white papers, how-to articles, installation and user guides
Unlimited access to online training, training manuals and access to certifications
Protected list price and transition investment credit
License mobility

19. Advantage Plus Plan – Personalized Support
Unlimited 1:1 technical support
24x7 support for critical cases
Managed communities and support forums
Access to CustomerSource and an online community of experts
New version rights, hotfixes, service packs, and tax and regulatory releases
KnowledgeBase, troubleshooting steps, solutions to common issues
Unlimited access to online training and certifications
Protected List Price and Transition Investment Credit
License mobility

20. Premier Services With support from Microsoft Services, you receive
Assess
Proactive monitoring services geared to pinpoint inefficiencies and risks in your environment
Attain Desired State
(people, process, technology)
Stabilize
Guidance on infrastructure design, development and deployment to reduce cost, time and risks
Define Desired State
Assess Current State
Improve
Operational best practices to help IT organizations become a strategic and agile asset to the business
Educate
Exclusive IT staff education to increase their capabilities and productivity
In case an issue does arise, you are backed by a 24x7 global network of experts with unmatched knowledge of Microsoft products
With support from Microsoft Services, you receive
The Enhancement Plan is the base required to continue to get new version rights/updates and the Premier Service Offering sits on top of that with both reactive and proactive support capabilities.
Accelerated response times – you to speak to the correct subject matter experts right when you need them
Access to a global network of experts with unmatched knowledge of Microsoft products
Direct assistance with planning, rollouts, and rigorous health checks and remediation services
Operations assessments to help streamline processes, including security measures and resource allocation
Hands-on training and knowledge transfer to help increase IT staff expertise and improve alignment between business goals and IT investments

21. Service Plan Comparison
We designed our service plans to help you get the greatest value from your solution — and your employees.
Let’s dive in and compare the plans so you can choose which one will work best to meet you and your organizational needs.

22. Service plans comparison chart
Service and Support Plans for Microsoft Dynamics
Service Plan for Microsoft Dynamics
Support Plans for Microsoft Dynamics
Microsoft Premier Services
Enhancement Plan
Advantage Plan
Advantage PLUS Plan
Service and Support Plan Benefits
CustomerSource Access 
New Version Rights, Service Packs, Hot-Fixes, and Tax and regulatory Updates
Unlimited Access to Online Training
Transition Investment Credits
Protected List Price
Problem Resolution Support
Six annual electronic or telephone support incidents
Unlimited electronic or telephone support incidents
Unlimited break/fix incidents Unlimited phone call-back Escalation Help Desk
Response Time
3 hours
Severity based
<1 hour; priority routing
247 Problem Resolution Support
Severity A cases
Unlimited
Managed Community Forums
Cold Backups for Disaster Recovery
Extended Hotfix Support
Microsoft Dynamics Lifecycle Services
License Mobility
Let’s begin with the Enhancement Plan
The Enhancement Plan is the foundation for all other Microsoft Dynamics service plans.
With this plan you get: [go down the chart and briefly summarize each aspect and their benefits.]
Now, let’s move on to the Advantage Plan [Note to speaker: The Advantage Plan is not available for Microsoft Dynamics AX or NAV. Geographically, it’s only available in US, Canada and selected English speaking LATAM regions. The Advantage Plus Plan is available in limited geos for all products. ]
If you choose the Advantage Plan, you’ll receive all of the benefits of the Enhancement Plan, PLUS….
You’ll get the one-to-one help you need, when you need it, with direct access to Microsoft technical support staff.
With the Advantage Plan, you’ll have 24x7 problem resolution support and receive six support incidents with a guaranteed three-hour response time.
Our unlimited support plan is Advantage Plus Plan. Geographically available for all products in US, Canada and selected LATAM regions. AX and NAV availability is limited. Check with your partner for details.
If you choose this plan, you’ll receive all of the benefits of the Enhancement Plan, PLUS….
You’ll get UNLIMITED one-to-one help whenever you need it – also with a guaranteed 3-hour response time.
This means you’ll get unlimited direct access to your technical support team at Microsoft who you can reach by phone or online incident report anytime, any day – without having to track how many times you’ve reached out for help.
4. Premier Services can be attached to any of your Microsoft Dynamics products. Enhancement is still the baseline offering required to get new version rights/updates and other important benefits. Add Premier if your organization requires critical business application support from Microsoft.
*Not available for Dynamics AX/NAV. The Advantage Plan is available only in the United States and Canada. The Advantage Plus Plan is available in limited geos for all products. Full availability and terms please refer to

23. Service Plans help unlock full potential and value
Products + Service Plans
Investment Protection
Optimize on going value
Protect your investment
Now you know all the ways Microsoft service plans will help you protect your investment. All you have to do is choose which service plan is best for you, so you can..
Unlock your solution’s full potential
Make sure your staff performs at its full potential
Keep your support costs, licensing costs, and training costs down.
Increase productivity

24. Links and resources
More information about service plans options and the right plan for you can be found at
us/Dynamics/service-plans.aspx
For more information