Your Support

With The NAV People, you don't need to worry about our support lifecycle - as long as we're in business, we'll be supporting every version of Dynamics NAV. In addition, we'll always make sure that as Microsoft adds new features, our own solutions will be upgraded allowing you to install the latest version!

Here you’ll find everything you will need to know about logging a support call with our Support Team. Our staff are here with one purpose and that’s to deliver a high quality and value for money service, so feel free to give us a call as we’re always happy to chat - whether it’s system issues, strategic planning, process advice or just having a chat about what’s happening in the technology world. 

How to log a call

You can log a call in two ways.  You can either email the Support Team at support@thenavpeople.co.uk or call us on +44 (0)208 328 9818.

All our calls are logged and processed from our Newbury Head Office. Each time a call is logged, you will be given a call reference number for future reference. We ask all our customers to email the support address rather than individual consultants to ensure each call is logged and being processed efficiently. Alternatively, you can always try our Skype Support Option - support_thenavpeople

When can you log a call?

You can log a call during our standard hours of cover from our Help Desk which are 09:00 – 17:30 Monday to Friday. If it’s out of hours then not a problem, you can call us on the usual number with prior arrangement. UK Bank Holidays and other UK National Holidays are excluded.

Standard Response Times

We use all reasonable efforts to meet the following targets in respect of the issues logged. In offering these timescales, we are not offering any guarantee or warranty that the issues will be resolved within this period of time – but we definitely try!

 

Priority

Description

Examples

1 System Down

Users cannot log into the system

2 Time-critical business function, out-of-action or malfunctioning 

Cannot produce cheques, cannot produce invoices... 

3 Non time-critical business function, out-of-action or malfunctioning  Cannot print management report 
4 Other  Advice requested regarding configuration or report 
Training Training Requests  See section below
On-site Request On-site Support Requests  See section below

 

Action

Priority 1

Priority 2

Priority 3

Priority 4

Response from support consultant who will commence work on diagnosing and solving the case within:

1 working hour 2 working hours 4 working hours 2 working days
Status updates within: 2 working hours 4 working hours 8 working hours 5 working days
Escalate to Customer Services Supervisor within: 2 working hours 8 working hours 2 working days Not Applicable
Endeavor to resolve (fix) within: 1 working day 2 working days 5 working days Not Applicable

 

If you would like further information on the services and solutions we provide, have any troublesome issues you'd like to talk about or if you would just like any advice on your current support agreement, please contact our Director of Customer Success, Rob Targett, on +44 (0)208 328 9818 or rob.targett@thenavpeople.co.uk.  

 Support Knowledge Database for nHancedNAV

Should you like a copy of our Support Knowledge Database for nHancedNAV, then email moreinfo@thenavpeople.com and we'll send you the zip file!