Annual Enhancement Plan and Support

Programs Entitlements for being covered by Annual Enhancement Program and Supporting Programs

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Corporation.

PUBLICATION DATE

1 May 2015. Updated 21 July 2015. Updated 24 May 2016.

READER COMMENTS

Any comments or suggestions regarding this publication are welcomed and should be addressed to the

attention of:

Licensing@globesoftware.com.au

i

Table of Contents 1 Atlas Annual Enhancement Plan ....................................................................................................... 2

1.1 Overview ................................................................................................................................................ 2

1.2 What are the benefits to you of our AEP? ................................................................................... 2

1.3 What do we mean by future ready? And how do we achieve this? .................................... 2

1.4 What happens if you decide not to take advantage of the AEP? ........................................ 2

2 Support services ................................................................................................................................... 4

2.1 Overview ................................................................................................................................................ 4

2.2 Standard Support Entitlement Program (SSEP) ......................................................................... 4

2.3 Premium Support Entitlement Program (PSEP) ......................................................................... 5

3 Frequently asked questions .................................................................................................................7

4 Atlas Flow Chart and Professional Services Packages................................................................... 11

Atlas Annual Enhancement Plan

2

2 1 Atlas Annual Enhancement Plan

1.1 Overview

When you purchase Atlas, a component of your purchase cost is the Annual Enhancement

Plan (AEP). This is mandatory for the first year and optional thereafter. This fee is calculated

daily and is currently based on a percentage of the Atlas software licence value or the

purchase price. The rate applied is 16%.

AEP covers you for product and installation support, it does not include any professional

services from your Atlas partner.

1.2 What are the benefits to you of our AEP?

The AEP immediately entitles you to:

1. Future ready software that protects your investment in Atlas.

2. Access to our customer portal and online community.

3. Helpdesk support from our team at Globe Software through your Atlas or Microsoft

Dynamics AX partner.

1.3 What do we mean by future ready? And how do we achieve this?

Atlas operates in an environment where there are many other software components that all

interact. These other software components each have release versions that can be

independent of each other. Being future ready means having Atlas available for the latest

combinations as well as for existing release combinations. Here are the main components Atlas

interacts with:

Windows Microsoft Office Microsoft Dynamics AX

Windows 10

Windows 8

Windows server 2008 & 2012

Office 2016

Office 2013

Office 2010

AX 7.0

AX 2012 R1 – R3

AX 2009

1.4 What happens if you decide not to take advantage of the AEP?

If you decide not to renew or your AEP has lapsed, you cannot install future software releases

that have a publication date after your renewal date. This means that if your AEP has lapsed

and your renewal date is after the latest build date on your platform, then you are only entitled

Atlas Annual Enhancement Plan

3 to install and use it. For current available Atlas software this means that the following applies:

Atlas 3.0 or 3.5 - Atlas 3.5 SP6 released 3rd November 2010

Atlas 4.0 - Build 4.0.3428 released on 19th July 2012

Atlas 5.0 or 5.1 – Build 5.1.3584 released on 5th December 2014

Atlas 6.0 – Build Atlas 6.0.5786 released on 5 April 2016.

Atlas 6.1 - The latest build published before your renewal date.

You can view the Atlas 6.1 Feature Enhancement Timeline here:

http://support.globesoftware.com/home/default.asp?W1707 (registration is required. It is

free and quick to register).

Support services

4

4 2 Support services

2.1 Overview

We offer two levels of support:

Standard Support Entitlement Program (SSEP)

Premium Support Entitlement Program – 9% (PSEP)

The Standard Support Entitlement Program is complimentary and is available to all customers

via their Atlas or Microsoft Dynamics AX partners. The Premium Support Entitlement Program

is charged based on 9% of your Software License Value (SLV) and entitles you to 1 hour

investigation, research and resolution time per unrelated case. Using this service, partners can

determine their expected support demand and can escalate support of Atlas in accordance

with availability and ability of internal resources to provide effective support.

All communication must be in English.

2.2 Standard Support Entitlement Program (SSEP)

This service is complimentary:

Available to: All customers via their Atlas or Microsoft Dynamics AX partners.

Available Tools: Access to the self-help resources and template library, including:

Our Portal:

(http://support.globesoftware.com/home/default.asp?W725)

Our Website:

(www.globesoftware.com)

Our YouTube Channel:

(www.youtube.com/user/Atlas4Dynamics)

Includes: Up to 15 minutes quick fix, where an Atlas resource, such as wiki, video,

template or manual is already available, and is limited to one email reply

per unrelated case. The 15 minutes time limit includes opening the case,

single email reply and closing the case. Any extension is at the discretion

of the Helpdesk Support.

Refer to the Atlas Flow chart provided on page 11. The Standard Support

Entitlement Plan covers is listed under the “Helpdesk” section.

Support services

5 Note (1): If the case proves to be a bug, then Globe will continue the investigation

free of charge.

Additional time: If the case cannot be resolved immediately, then further support will be

provided in line with our Professional Services - refer to the Atlas

Professional Services package provided on page 12. This means the

Standard support case is closed and you can choose a suitable

Professional Services package, or subscribe to our Premium Support

Entitlement Plan outlined in section 2.3, to continue investigation.

Resolutions: Below outlines possible resolutions:

1. Reply and Close Case

2. Bug – logged with Development team for follow up

3. Requires further investigation - Customer sign up Professional

Services

4. Requires further investigation - Customer sign up to Premium

Support Entitlement Program

Cases: Unlimited number of non-related cases.

Time per case: 15 minutes.

Cost: Complimentary.

2.3 Premium Support Entitlement Program (PSEP)

Available to: Available to all current Atlas customers with an active Annual

Enhancement Program. Can be purchased via the Atlas or Microsoft

Dynamics AX partners. AEP renewal quotations will include this fee, item

code ATLAS_SUPPORT. PSEP is also available to direct customers of

Globe Software.

Available Tools: Access to the self-help resources and template library, including:

Our Portal:

(http://support.globesoftware.com/home/default.asp?W725)

Our Website:

(www.globesoftware.com/)

Support services

6

6 Our YouTube Channel:

(www.youtube.com/user/Atlas4Dynamics/)

Includes: All PSEP entitlements listed in section 2.2.

Up to 60 minutes of Helpdesk Support time. The 60 minutes time limit

includes opening the case, replying to the emails, time for evaluation and

investigation, and closing the case. Any extension is at the discretion of

the Helpdesk Support.

Multiple e-mail replies,

Remote support (using GoToMeeting - a web conferencing tool),

Escalation to Senior Consultant or Developer,

Administration of case (opening and closing of support case).

Refer to the Atlas Flow chart provided on page 11. The Premium Support

Entitlement Plan covers is listed under the “Customers with Premium

Support” section.

Note (1): If the case proves to be a bug, then Globe will continue the investigation

free of charge.

Note (2): The investigation conducted here does not guarantee a resolution to the

case.

Additional

time:

If the case cannot be resolved within 1 hour, then further support will be

provided in line with our Professional Services - refer to the Atlas

Professional Services package provided on page 12. This means that

support case is closed and you can choose a suitable Professional Services

package to continue investigation.

Resolutions: Below outlines possible resolutions:

1. Reply and Close Case

2. Bug – logged with Development team for follow up

3. Requires further investigation - Customer sign up Professional

Services

Cases: Unlimited number of non-related cases.

Time per case: 60 minutes.

Cost: 9% of total software license value, aligned to the AEP renewal date.

Frequently asked questions

7 3 Frequently asked questions

Can I renew my Annual

Enhancement Plan (AEP) but

not the Premium Support

Plan?

Atlas Customers can renew their AEP without needing to

sign up for Premium Support. However, it is not possible

to sign up for Premium Support without AEP.

What is considered as

support?

Questions about software compatibility and hardware

requirements

Issues regarding installation and configuration

Atlas error messages

Questions about Atlas functionality

Atlas feature is not working as expected

Chargeable consulting topics

include:

Questions regarding Atlas template design

Requests to fix a template, especially if created by your

Atlas Partner or in-house and by not Globe Software

“How to…” questions

Requests to adapt a template to a customer’s

environment

Requests to build a template for the customer’s

environment and specific needs

Typically such topics are outside the scope of support

programs as they are not related to the technical software

issues but to training and consulting.

Globe Software will exercise discretion when a support

case is received and will notify the partner if a chargeable

service is requested. Written approval will always be

required before chargeable service is undertaken.

Inquiries that Globe Software can resolve quickly will not

generally be considered chargeable (specifically, if there is

Frequently asked questions

8

8 an available on-line resource such as wiki or video, this will

be made available under the support terms).

Refer to the Atlas Professional Services package provided

on page 12 for more information.

I need help but I don’t know

whether my support case is

covered by my support

arrangements or is a billable

assignment?

Check the guidelines above to determine what might be

considered support and what might be considered

consulting. Always submit your case to your Atlas or

Microsoft Dynamics AX partner and they will be able to

determine this for you.

Who is eligible to receive

Support?

Everyone is entitled to the Standard Support Entitlement

Program (SSEP), however only those Atlas Customers who

have purchased the Premium Support Entitlement

Program (PSEP) will be entitled to the benefits of Premium

Support.

It is highly recommended that you renew your AEP: this

gives you access to future Atlas releases and new

functionality. We recommend you purchase the Premium

Support Entitlement Program (PSEP) to receive the best

quality support available.

How do I ensure that I am

covered by an AEP and

optionally a PSEP?

Contact your Atlas partner. They can verify your coverage

levels and organize quotes if necessary. For those Atlas

customers who already receive support directly from

Globe Software, you can contact our Licensing Department

using this address: (Licensing@globesoftware.com.au).

Who do I contact first to get

support?

For Atlas customers who deal with an Atlas or Microsoft

Dynamics AX partner, your primary contact will be the one

you use for all Microsoft Dynamics AX related inquiries. For

those customers who do not use an Atlas or Microsoft

Dynamics AX partner, and deal directly with Globe

Software, your contact will be the Globe Helpdesk directly.

Frequently asked questions

9

How much time is allotted to

a support case for a customer

on the Standard Support

Entitlement Program (SSEP)?

Normally, a case will be resolved by reference to our

online resources. We allow 15 minutes to understand and

resolve the case. We consider case to be resolved

immediately.

How much time is allotted to

a support case for a customer

on the Premium Support

Entitlement Program (PSEP)?

In this case we include the 15 minutes from the SSEP and

an additional 45 minutes to research and resolve the issue.

Who determines whether a

support case should be

transitioned into a consulting

assignment?

When a support case is approaching the time limit

described above, it is at the support consultant’s discretion

as to whether the case is transitioned into a consulting

assignment. The consultant will notify the Atlas Partner of

Atlas Customer before continuing.

Which consulting package is

best for me?

That depends on the nature of the support case. Your

support consultant can help with this choice.

What do I need to submit

along with my support case?

In order to provide support in a timely manner and to

provide an effective resolution, all submissions to your

Atlas Partner must include:

A thorough description of the issue

Customer details

Screenshots or the errors

Event logs

Atlas build number & AX version

Any Atlas documents relating to the issue you reported

How do I submit a support

case?

For customers who have purchased Atlas via an Atlas or

Microsoft Dynamics AX partner, your partner is the first

point of contact and all cases must be submitted to them.

If the partner is unable to assist, the partner is to contact

Frequently asked questions

10

10 the Globe Software support system directly. Globe will

conclude the case with the partner. If you are either a

partner or a customer who has purchased Atlas directly

from us, submit your requests via an email to

helpdesk@globesoftware.com.au or use our portal

http://support.globesoftware.com

What is a normal response

time?

Cases will be answered within 24 hours, weekends and

public holidays excluded (exceptions may occur).

What other resources can I

use?

We recommend dropping by to our Portal:

http://support.globesoftware.com/home/default.asp?W725

You will find our published wikis, templates and so forth on

our Portal. Registration is quick, simple and free.

You may also want to consider posting your support

question on the Atlas for Microsoft Dynamics User Group

LinkedIn page:

https://www.linkedin.com/grp/home?gid=4928667

Here, you find users who are passionate about Atlas and

are willing to share ideas and experiences with you.

Other Professional Services we offer (which are not

included in support):

Installation and configuration services (online)

Training services (online and on-site)

Data migration and project-based consulting services

(on-site)

Pricing and other details to be provided upon request.

OpenCase

Can close immediately?

Answer & close Case

YES

Has premiumsupport

Is itresolved?

Close

NO

NO

Evaluate &Research

NO QuoteYES

Answer & close Case

YES

Quoteaccepted?

YES

NO

ScheduleAssignment

GTM(Online)

Wiki

Peers

Customisation #1

Technical Support #2

Consulting #3

GTM Training #1

HELPDESK CUSTOMERS WITH PREMIUM SUPPORT CONSULTING

Atlas Support Flowchart

OnlineOne-on-One

Online-Workgroups

Onsite / In person

GTM Training #2

Training #1

Consulting #2

Online One-on-One

Online - Work groups

Onsite / In person

PACKAGE #1

CUSTOMISATION

• 15 minutes Setup time

• 1 hour to RDP or GTM and customize the existing

report or upload template from our WIKI

• 15 minutes Handover, reverse engineering training

& Q&A

PACKAGE #2

TECHNICAL SUPPORT

• 15 minutes “Show Me“

• 1 hour online RDC or GTM research

• 15 minutes handover

PACKAGE #3

CONSULTING

• Report & Upload design

• 1hourtodeineandclarifyscopeofwork• 2 hours to develop the report or upload template

(mostlikelyviagtm)• 1 hour Handover, reverse engineering training &

Q&A

Atlas Professional ServicesDelivering a predictable, on-time, on-budget and on speciication solution.

ONLINE ONE-ON-ONE ONLINE – WORK GROUPS

* Using www.gototraining.com

ONSITE / IN PERSON

LIMIT

1.5 hrs

LIMIT

4 hrs

LIMIT

4 hrs

LIMIT

1.5 hrs

PACKAGE #1

GTM TRAINING

• Up to 20 attendees

• 30 minutes preparation

• 15 minutes introduction

• 1 hour training

• 15 minutes Q&A

PACKAGE #2

GTM TRAINING

• Up to 20 attendees

• 30 minutes preparation

• 15 minutes introduction

• 2 hours training

• 15 minutes Q&A

LIMIT

2 hrs

LIMIT

3 hrs

PACKAGE #1

TRAINING

• Instructor Led

• 3Daysonsite• 2Daystraining-Max10inaroom?• 1Dayworkshop

• Travel & preparation time component

ixedpricebasedon:• <2hourslighttime• 2+hourslighttime

• Airfare, ground transport, hotel and meals are

inclusive

PACKAGE #2

CONSULTING

• 2Daysonsite• Determine scope and what can achieved in

1.5days• Consulting1.5days• 2 hours handover, Q&A

• Travel & preparation time component

ixedpricebasedon:• <2hourslighttime• 2+hourslighttime

• Airfare, ground transport, hotel and meals are

inclusive

For more Atlas resources, visit:

globesoftware.com | support.globesoftware.com

Globe Software is based in Perth, Western Australia, GMT +8 with no daylight/summer time.

All development and licensing is done from the Australia office.

Our North American and European offices provide pre/post-sales support.

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