Hi Subbu, To be honest I have to agree on the direct MS support/consultanting services...they really know nuts about AX (i.e. still a long way from being a mature AX team). In terms of the front line dev I think that is a different story but I dont believe you will get direct access to them unless your case ends up being very serious and potentially damaging to MS As for fixes in AOD file I agree it can be a nightmare getting specific objects but I can understand from MS point of view why they do it that way rather than individual xpos per hotfix. If you push MS they will attempt to get you the specific objects but it can take a long time and can be quite frustrating. The KB search function also is not great which does not help your own attempts. I would suggest for 60k USD per annum you can get a very good support agreement with a partner, its just a matter of finding the right one. Not sure why you dropped your partner but I believe you can get good value if you find the right partner Of course the partner will probably make use of MS in certain situations (kernel bugs etc) but for sure they should be able to respond much faster and with better understanding and detail in the majority of cases and have other avenues/contacts to use in searching for solutions for you >From my experience with supporting customers (including remote support) a serious support agreement between customer and partner should be able to satisfy what you need but the focus of the agreement needs to be clear to both sides (e.g. is it to included technical as well as application and data etc) Since being a partner I am on the other side of the fence if you would like to chat on this topic feel free to look me up on skype djf1994 or send to my gmail Thanks James
_____ From: Axapta-Knowledge-Village@yahoogroups.com [mailto:axapta-knowledge-vill...@yahoogroups.com] On Behalf Of Subbu Sent: 25 March 2009 06:11 To: Axapta-Knowledge-Village@yahoogroups.com Subject: [Axapta-Knowledge-Village] Microsoft Support Question Hi, I work for an end client who are using AX3.0. We were trying to get rid of partner and went direct with MS for AX support. For 'Customer' support, they are asking about 60K+USD/annum for 30 hours. Here are my thoughts. 1. MS is always tier1 support. I feel they are one of the dumbest people i ever come across...For example, vendor aging report. Pathetic...... 2. MS support sucks for AX4.0 because of DIS.AOD file. They will not tell us the objects in question for the fix rather they will give the whole AOD file which will have every fix. It takes ages to extract the fix for some of the critical issues 3. Honestly, they are bugs in the system. They should be not charging us for fixing their bugs... 4. Documentation on the issue sucks 5. KB article information on some of the bugs are horrible. 4. I know/dealt with almost all each and every object in axapta... Do you know if we really need to pay 60K for support from MS? It feels to me that a lot of money for the services we get from them. Are there any companies out there that they dont use MS support? I am interested to know... Appreciate any help. Kind regards, Subbu
