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Microsoft Dynamics Support Lifecycle Policy FAQ
This Frequently Asked Questions document is provided to help explain some of the Microsoft Dynamics™-specific questions that our customers may have about the Microsoft Support Lifecycle policy.
Why are there multiple support lifecycle policies for Microsoft Dynamics products?
Over the past five years, we have been evolving and strengthening our Support Lifecycle policy in an effort to meet our customers’ needs. Microsoft originally offered a three-year Mainstream Support Lifecycle policy, and followed that with a five-year Mainstream Support Lifecycle policy. To better align to the Microsoft Support Lifecycle policy for Business and Developer products, Microsoft Dynamics products now have a minimum of 10 years of support. This support includes the Mainstream Support phase and the Extended Support phase.
To understand which support lifecycle policy applies to the Microsoft Dynamics product that you license today, please visit http://support.microsoft.com/lifecycle.
What happens when a platform update, such as a new version of Microsoft Windows®, introduces new functionality or data types that were never supported in the original release of a currently supported product?
Microsoft cannot guarantee that a new feature that was introduced exclusively in the new version of the platform will be supported in the older version. For example, if a new version of Microsoft Windows was released, the prior version of Microsoft Dynamics CRM would not necessarily support installation on the new operating system.
What is the service pack policy for Microsoft Dynamics products?
In response to customer feedback and as part of Microsoft’s continuous efforts to provide world-class support for its products, Microsoft modified the Microsoft Support Lifecycle policy for service packs for key Microsoft Dynamics products.
Microsoft is extended the service pack support policy for Microsoft Dynamics SL, Microsoft Dynamics GP, Microsoft Dynamics NAV, Microsoft Dynamics AX, and Microsoft Dynamics CRM to 24 months of support for a previous service pack, when a new service pack is released. Previously, when a new service pack was released for these products, Microsoft provided 12 months of support.
What if I need support for an unsupported version or service pack?
Microsoft understands that local laws, market conditions, and support requirements differ around the world and differ by industry sector. Therefore, Microsoft offers Extended Hotfix Support (EHS) and Custom Support relationships that allow customers to obtain support for products and service packs that are no longer fully supported. In some cases, Strategic Microsoft partners may also offer support options. Microsoft Custom Support relationships may include assisted support and hotfix support. Customers and partners can contact their account team or their local Microsoft representative for more information. In order to purchase a Custom Support agreement or Extended Hotfix Support agreement a Premier support agreement is required. Please contact your local Microsoft Services for pricing.
Which Microsoft Dynamics products does the Microsoft Extended Support phase apply to?
The Extended Support phase and policy applies to all future releases of the Microsoft Dynamics products listed below beginning with these releases.
How does the Extended Support phase work for Microsoft Dynamics products? Is it identical to the Extended Support phase for the rest of Microsoft products?
Microsoft Dynamics products map to the Microsoft five-year Extended Support phase timeline and coverage beginning with the products listed above. In addition, tax and regulatory updates map to the non-security related hotfixes within the Microsoft Extended Hotfix Support program. This gives customers the ability to request the tax and regulatory releases that are so important to their business.
Where can I learn more details about pricing and enrollment in Extended Hotfix Support during the Extended Support phase for my Microsoft Dynamics products?
At least 120 days before the Extended Support date, Microsoft will make information available on pricing and other details for customers who are interested in enrolling in the Extended Hotfix Support program. In order to purchase an Extended Hotfix Support agreement a Premier support agreement is required. Please contact your local Microsoft Services for pricing.
What is Self-Help Online Support for Microsoft Dynamics?
Whether a customer is being supported during the Mainstream Support phase or the Extended Support phase, Self-Help Online Support is available throughout a product's lifecycle and for a minimum of 12 months after the product reaches the end of support. Microsoft online Knowledge Base articles, FAQs, troubleshooting tools, and other resources, are provided to help customers resolve common issues. Online self-help information is available through CustomerSource, our customer Web site for Microsoft Dynamics and related products. Customers must be current on a service plan to access the site.
Is enrollment in a service plan required for customers to have rights to hot fixes and service packs?
Yes, enrollment in the Business Ready Enhancement Plan is required for customers to receive non-security hot fixes, tax and regulatory releases, and services packs.
What is the Business Ready Enhancement Plan?
The Business Ready Enhancement Plan is a maintenance plan for Microsoft Dynamics customers around the globe. It is designed to drive greater value for customers as they plan, deploy, use, and transition their Microsoft Dynamics solution.
Who can enroll in the Enhancement Plan?
The Business Ready Enhancement Plan is available to new and existing customers with the following products or previous versions:
I used to be on The Business Ready Enhancement Plan and now it has expired. Can I get product upgrades and non-security hot fixes that were released when I was current on The Business Ready Enhancement Plan?
No. Customers have access to product updates and upgrades for their purchased product during the time of their Enhancement Plan enrollment.
How does the Microsoft Support Lifecycle policy cover tax and regulatory updates?
During the term of your Business Ready Enhancement Plan, you will have access to tax and regulatory releases for the Microsoft Dynamics products that Microsoft makes generally commercially available. Updates for Microsoft Dynamics products that are supported by Microsoft will be released generally each fiscal year or on an as-needed basis for software in the Mainstream support phase of its lifecycle. Local laws, market conditions and technical support requirements differ around the world. See the Microsoft Dynamics Services Guidebook website for more information about the tax and regulatory releases for the Microsoft Dynamics products that Microsoft makes generally commercially available.
Is the first year of The Business Ready Enhancement Plan enrollment mandatory?
Yes. Microsoft requires enrollment in the Enhancement Plan upon purchase of your license during your first year with your Microsoft Dynamics solution. For new customers, enrollment begins on the date Microsoft invoices you and your Microsoft partner for the Enhancement Plan. Enrollment in Business Ready Advantage is also required the first year for customers purchasing Microsoft Dynamics GP, Microsoft Dynamics RMS, Microsoft Dynamics POS2009, and Microsoft Dynamics SL (only in regions where applicable).How is The Business Ready Enhancement Plan related to other service offerings such as Business Ready Advantage Plan or Business Ready Advantage Plus?The Business Ready Enhancement Plan is the foundation for all other Microsoft Dynamics customer service plans. Your enrollment in the Enhancement Plan is required to purchase an additional service plan.
How can I enroll in The Business Ready Enhancement Plan? How about renewing?
Please consult with your Microsoft Certified partner to enroll in or renew your Enhancement Plan.
What are some of the benefits of enrolling in The Business Ready Enhancement Plan?
Some of the key benefits of The Business Ready Enhancement Plan are:
What is the Support Policy for Microsoft Dynamics CRM cumulative updates and update rollups.
There isn’t a specific policy defined for Cumulative or Update Roll-ups. These updates follow the same dates as the version and service pack in which they were made available as defined by the Microsoft Support Lifecycle Policy.