Avitas Launches Free Support Tier for Microsoft Dynamics AX Users

The demand for alternative Microsoft Dynamics AX support scenarios is growing. The need appears to be one of immediacy; neither Microsoft nor a good many partners can provide the super-flexible on-demand support that some customers now value.

Boutique consultancy Avitas Technologies Inc., a Microsoft partner, is the latest firm to have rolled out a support plan for Dynamics AX users with a transparent billing model and free upfront access to their services. Originally launched as an exclusive promotion for its current customers, AXPro Assist Free is now available for all Dynamics AX users.

If companies in the AXPro Assist Free plan are satisfied with this support but find that they need more support help, they can upgrade to one of the company's premium plans and fully customize their engagements with Avitas, including a 15-minute response time SLA, Fadden says.

"Our monthly rate is based on a per-incident model," Fadden says. "Essentially users are allotted a certain amount of incidents (credits) per month based on their plan level. We split our service into first-line and second-line issues, and around 80 percent of our issues are resolved as first-line issues."

Before launching the initiative, Avitas CEO Jerry Fadden surveyed Dynamics AX users about the need for a free support plan. Over 74 percent of respondents agreed that there was a "strong" need for a support model that offers a more predictable costs and allows clients to first "test the waters" with AX consultants before they commit to long-term engagements, according to the company.

Typically, other AX consulting firms require substantial up-front commitments for any type of support call. AXPro Assist, however, supplies all new clients with two free support credits per month, according to Fadden. 

A wave of AX support options

Avitas is not the only firm in the Dynamics AX ecosystem re-thinking its approach to support.

As we reported in March, UK-based Online Dynamics Support is one of the earliest entrants in a new line of support providers for Dynamics ERP and CRM. They offer a nearly instant online connection to certified product support technicians with very low upfront costs and without the red tape of a more formal support agreement. The three levels of support vary by technician skills and speed of response. The levels range from the Bronze level at £1.99 per minute to the hefty £4.99 per minute Gold rate.

And as we reported earlier this month, Integral US with its Integral AX OnDemand offering promises the most streamlined services delivery possible for Microsoft Dynamics AX, provided by vetted and technically qualified AX professionals. The engagement model works much like calling a help desk but delivers a broader range of services (e.g. training, development, configuration, or support with an issue). Those requests are received by Integral AX OnDemand practice director Amer Dalain, a master AX consultant and senior project manager, who vets the requests and ensures that a first responder calls within an hour to begin learning about the request.

What was needed, what does Avitas offer, and for how much?

"It's kind of funny - the model we've adopted is nothing new, but it is new to Dynamics AX support," he says. That model includes instant online sign up with a free tier, zero upfront costs, and per-incident pricing all in one.

"Those things make us unique to AX support, but this model is tried and true in other markets, and we feel AX customers deserve to have it as an option in their tool belts," he says. "I've heard time and time again that support on an hourly basis is really tough on AX end users for a lot of reasons, but the root of most of these concerns is that by nature it's completely unpredictable and expensive. We are hoping to bring a little consistency to the community with AXPro Assist."

For $949 per month - the Lite plan - a company can buy three credits and receive fast SLA response time and second-line support, while the Professional plan at $2,899 per month per company offers all the features of the Lite plan as well as support for customizations and extended coverage hours for emergencies, according to Fadden.

In addition, for $85 per month, a company can opt for the one-credit Pay as you Go plan that offers fast SLA response time and second-line support, with the flexibility of a per incident rate, says Fadden.

"By nature of our model, we get the opportunity to spend a higher percentage of our time focusing on service delivery compared to more traditional approaches," he says. By making a concerted effort to be sure we have the right high-quality folks answering requests, scaling happens quite naturally, and we expect that trend to continue. Avitas has naturally evolved over time to hyper-focus on support, and when you have one primary offering, it forces you to get it right the first time."

Fadden says AXPro Assist is a culmination of the company's efforts in the support services realm.

"In our hometown of Portland, Oregon there is a donut shop called Blue Star Donuts, and for the most part, all they do is great donuts," he says. "If they can't get donuts right (especially on a big order) they're out of business. While AX may not be as satisfying as a raspberry pistachio brioche donut, our goal is to deliver that type of experience to every client - every time."

While Avitas does some new implementations, the majority of its business is backing up a wide range of industries and making Dynamics AX characteristically effective for its customers. Avitas works hand in hand with implementation partners rather than competing with them, and it has "found a really good home in that role," Fadden says.