We bring a new perspective that adds value to maintenance support.
ATP Digital provides corporate maintenance and support services for ATP Digital, Microsoft Business Central/Navision, Power Platform, Dynamics 365 CRM, PowerBI, and custom-developed applications tailored to your organization. It takes end-to-end responsibility for its customers’ operational maintenance and support processes through its technical expertise and innovative perspective. The company identifies and prevents potential issues before they occur, taking proactive measures. By notifying you of problems that could affect your business continuity before they arise, it takes targeted actions to address the root causes. ATP Digital contributes to your strategic decision-making processes by anticipating your future needs.
ATP Digital offers annual Standard and Premium support plans to align with the expectations and budgets of organizations. For those not wishing to commit to an annual agreement, organizations can benefit from maintenance and support services on a Pay-As-You-Go basis.
Supported Applications for Maintenance and Support
Microsoft Business Central/Navision
Power Platform
Dynamics 365 CRM
Power BI
ATP Digital Applications
Service Scope
Service
Service Description
Pay-As-You-Go
Standard
Premium
End-User Support
End-user support is available on weekdays between 09:00 – 18:00 for Microsoft Business Central/Navision, Power Platform, Dynamics 365 CRM, PowerBI, and custom applications developed by ATP Digital
End-user transactions
Creation of a new user and assignment of relevant roles and permissions
SLA Commitment
Response time agreement based on the severity level of the issue
On-site office visit
Monthly on-site office visit commitment of 1 person/day
Troubleshooting
Resolution of end-user related errors in Navision and procurement portal applications
End-user troubleshooting: Periodic activities
Resolution of end-user issues related to costing, depreciation calculation, exchange rate valuation, and year-end closing processes
End-User Trainings
Unlimited standard Navision and procurement portal functions with on-site or online training sessions
Technical Workshops
Online sessions with solution architect on new technologies and applications that will add value to our existing system
Case Evaluation Meetings
Periodic Case Evaluation Meetings
Additional Requests
Requests for any development, training, and consultancy services outside the scope of the agreement
Paid
Included in the plan
Maintenance and Support Service Duration and Management
| ATP Digital | Support service hours | Support tracking system |
|---|---|---|
| All packages | Weekdays 09:00 - 18:00 | Snow incident portal* |
SLA (Service Level Agreement)
The monthly service level targets for ATP Digital are outlined below. ATP Digital commits to achieving these targets at a rate of 90% within the scope of its Standard and Premium maintenance and support services.
|
Service Level Alignment |
Service hours | Response time | Resolution time |
ATP Digital feedback channel |
|---|---|---|---|---|
| Critical | Weekdays 09:00 - 18:00 | 0 - 4 Workhour | Maximum 1 business day |
Mail, phone, Snow |
| High | Weekdays 09:00 - 18:00 | 4 - 8 Workhour | Maximum 1 business day | Snow |
| Normal | Weekdays 09:00 - 18:00 | 8 Workhour | Maximum 1 business day | Snow |
| Low | Weekdays 09:00 - 18:00 | 8 Workhour | Maximum 1 business day | Snow |
Scope of Service and Customer Responsibilities Regarding Services
- Operations related to servers, hardware, and operating systems
- Version upgrade processes
- Analysis, training, development, and consultancy services for newly added modules after the quotation.
ATP Digital provides Maintenance and Support Services remotely. For the services to be delivered, the Customer is required to provide ATP Digital with the necessary authorizations and configurations in compliance with its own information security, GDPR, and compatibility standards.
All technical and operational tasks related to hardware, operating systems, servers, networks, infrastructure, identity management, data, databases, backups, recovery from backups, system recovery, data recovery from corrupted sources, security, security audits, cloud services, information systems, and support systems are the responsibility of the Customer. ATP Digital cannot be held responsible for issues within the Customer’s scope of responsibility, including data loss, business interruption, performance loss, direct and indirect damages caused by such issues.
The Customer will create their requests on the SNOW Case Portal provided by ATP Digital, attaching screenshots related to the request or error to the created record.
When creating requests, the Customer will correctly classify the service level. In the case of incorrectly classified service levels, ATP Digital will revise the classification.
On-site support requests by the Customer will be in increments of half or full days, and requests for less than half a day or fragmented requests will not be accepted.
The Customer will utilize the allocated “Man x Days” periods within the scope of Maintenance and Support Services on a monthly basis, and any unused “Man x Days” periods will not be carried over to the next month.