Support
Harvest Customer Care is how your team gets help the way you actually work: plan hours for training, data fixes, configuration, and workflow review, plus clear response times when something blocks production.
Software Assurance ships with your SaaS subscription: updates, patches, and version upgrades on the manufacturer schedule. Customer Care is the human layer on top.
Harvest Customer Care
Monthly fee starts at go-live. Every plan includes included hours, an SLA on response time, and a defined coverage window. See the Customer Care fee schedule on your agreement for line-item detail.
Core process testing guidelines, vendor extension validation, and conversion from approved sandbox to production after sign-off.
Assistance pointing your team to standard Microsoft Business Central docs and extension documentation from providers.
When production is down and no workaround exists, severity 1 and 2 coverage follows your plan window.
Plan-hour reviews with room for the occasional spike, so one hard month does not blow the budget.
Customer care, your way
Included hours are not locked to a single ticket type. Use them across the Harvest products we invoice for you.
Software Assurance
Feature updates and upgrades follow the manufacturer deployment schedule. You stay current without a separate care ticket for every patch.
Severity model
Production or other mission-critical systems are inoperable, with no immediate workaround. Operations stop and users cannot do normal work. Resolve immediately.
Major functionality or performance is hit hard. Many users cannot work normally and no reasonable workaround exists. The system is usable but severely limited.
Minor feature or performance issue for a small number of users. Most functions still work and a workaround is available.
Routine questions on capabilities, navigation, or configuration. Little or no impact on daily operations; an acceptable workaround exists.
Channels
Already live? Use your help desk portal or your usual Harvest support channel.
