Would anyone be willing to share who they use for support for Microsoft Dynamics GP? We currently are using Summit Group and are not happy with the service recently. We used to have great support until our support person left the company, now we are disappointed with our service provided. We primarily use GP for payroll processing.
We use our Dynamics Business Ready Plus enhancement plan which provides unlimited support incidents with Dynamics Support. They are very responsive. And if you have a Severity A case (system down), they will provide support 24/7 untill the issue is resolved. I had a severity A case on which I was called at 10:00 PM from Australia to continue support. And this is for a fixed annual cost. We use our GP partner for solutions consulting or for services not covered by Dynamics support.
over the years I've been using GP and dealt with various partners, I could identify quickly if they had a good technical support team or not... unfortunately good technical resources are rare, even at the partner level.. Turns out that since last year we started to rely of the support calls directly to the Microsoft Dynamics support team and like Lou said, they are very responsive and you get directly access to top knowledge.
For the few times I need to open a support call, we have enough with the Advantage+ plan that gives you 6 free calls a year. Your mileage may vary of course, depending on your needs. But so far this has proven to be the best bang for the bucks.
I'm not sure what you've done so far, but as a partner I would like for a frustrated customer to give us a call and let us know. We always want a chance to make the relationship work. Most of the partners I know would work with you to make it right. So I'd say call your partner and be honest. Hopefully that will get you over the hump.
I'm sorry to hear you aren't happy with your current provider. I am the Dynamics GP Manager for Emtec and am proud to report an excellent service record with our clients! We would be happy to speak with you and even provide references. We provide support both remotely and onsite - whatever works best for you.
I personally processed payroll and have been dubbed the "HR and Payroll expert" internally! :)
Either way, I hope in your search you find the right VAR for your needs. It's hard to find a VAR that you feel comfortable with and we'd love for you to interview us.
Best of luck.