Scope of Support Services
PTM provides comprehensive support and maintenance services for all licensed mscrm-addons.com products, including the following services:
- Access to product updates, optimizations, bug fixes, and enhancements.
- Compatibility updates for new versions of Microsoft Dynamics 365, Power Platform, Office and Windows.
- Technical support via phone, email, live chat, or remote session.
Support services are fully included in all subscription products for both production and licensed sandbox environments.
Contact & Availability
2.1 Support Hours
Our support team is available Monday to Friday:
01:00 - 18:00 EST (07:00 - 24:00 CET)
2.2 Contact Channels
2.3 Response Time
We aim to respond to all support requests within a maximum of eight (8) working hours.
Service Level Commitment
3.1 Standard Availability
For DocumentsCorePack and AttachmentExtractor hosted on PTM-managed servers (default configuration), PTM ensures an annual Service Availability of 99.5%, including planned maintenance periods.
3.2 Definition of Service Availability
Service Availability (%) = (Total minutes - Excluded Downtime - PTM Downtime) / (Total minutes - Excluded Downtime)
3.3 Excluded Downtime
The following shall not count toward downtime calculations:
- Outages or limitations of Microsoft Azure or other relevant third-party cloud services.
- Network, infrastructure or configuration issues within the customer's environment (e.g., authentication, firewall, VPN, permissions).
- Force majeure or events outside PTM's reasonable control.
- Intermittent service disruptions of less than five (5) consecutive minutes, consistent with PTM's 5-minute service monitoring intervals.
3.4 Service Scope
The Service Availability stated above applies exclusively to PTM-operated components of the hosted service. It shall not extend or modify the availability guarantees of underlying Microsoft or third-party platforms.
3.5 Dedicated & High-Availability Options
For customers requiring higher availability, PTM offers dedicated and high-availability configurations (additional costs will be incurred). Please contact sales@mscrm-addons.com for details.
Support for Perpetual Software Licenses
- Each initial software purchase includes one (1) year of support and updates from the date of purchase.
- Additional licenses follow the original support term.
- Renewal is available annually, with a 30-day grace period after expiration.
- If renewed, the new term begins from the previous expiration date.
- Late renewals beyond the grace period are subject to a reinstatement fee; renewals after one year require repurchase of the license.
- Support continues for older Dynamics versions as long as Microsoft maintains mainstream support.
Limitation of Liability
All service-level and support commitments are subject to the liability limitations outlined in PTM's General Terms and Conditions.