Scope of Support Services

• 24/09/2024
• 8 minutes to read

Continia Software is known for its excellent support and always strives to help partners to the greatest extent possible. However, the unfortunate combination of somewhat limited capacity and an ever-increasing demand for support often makes it necessary to control what support is provided to whom, in order to ensure that partners with critical issues and issues relating to supported versions of Continia Finance get the excellent support they've come to expect.

This article details exactly what types of support Continia does and doesn't provide, thereby making it easy for you as a partner to understand when to rely on Continia for help, what Continia Finance versions are supported, and what's outside the scope of support. The article also ensures that you know what skills you must possess or acquire yourself in order to be able to support any Microsoft Dynamics Business Central installation with Continia Finance installed.

What does Continia support?

Continia provides ongoing support of all Continia Finance releases for at least two years after each release date. Currently, the following versions of Continia Finance are supported:

Upgrading to a supported Continia Finance version is strongly recommended whenever end-users using an unsupported version either 1) encounter issues that haven't been corrected in a service pack for the old version or 2) will clearly benefit from the enhanced functionality of the newer version.

For all supported versions of Continia Finance, service packs are released on an ongoing basis to ensure that any errors are corrected. We highly recommend that you as a partner implement these service packs regularly. With each service pack, end-users of Continia Finance get easy and quick access to all corrections and improvements in one go, thereby significantly increasing the stability of their systems. For more information about how to implement a service pack, for the online version see Upgrading to the latest version (online).

When a client identifies an issue in a supported version of Continia Finance and it's likely the problem is caused by Continia Finance code, Continia offers help, debugging assistance, and determination of whether or not the issue was caused by a bug in Continia Finance. If this is considered unlikely, you as a partner must document that the issue was indeed caused by Continia Finance and not by standard Business Central functionality or by the presence of any other add-ons, extensions, or customizations. Whenever a Continia Finance bug causes an issue, Continia will make sure that the issue is corrected as fast as possible, provided that it's a critical issue (one that blocks essential business processes and has no known workarounds). If the issue is non-critical, it will be corrected in an upcoming service pack instead.

For supported versions of Continia Finance, Continia provides support covering the following components and scenarios:

• Help and debugging assistance when errors occur in the Continia Finance code
• Help and advice concerning functionality that doesn't work as intended
• Errors in add-ins
• Performance issues related to Continia Finance functionality

For unsupported versions of Continia Finance, Continia provides support covering the following components and scenarios:

• Questions about Continia Finance functionality: All questions about the functionality of any version of Continia Finance will be answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Continia Finance, the staff will instead explain how the corresponding functionality works in a supported version.

  Note

  Continia will not spend time investigating the operability of old, unsupported versions of Continia Finance.

• Questions about Continia Finance errors: All questions about specific Continia Finance errors will be answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Continia Finance, the staff will instead explain how to deal with the error in a supported version.

  Note

  Continia will not spend time investigating why the error occurs in old, unsupported versions of Continia Finance.

• Questions and issues related to:
  • Activation
  • Communication with Continia Online
• Questions about any of the following:
  • Demo licenses and the issuing of new demo licenses
  • The licensing of Continia Finance
  • Client credentials
  • How to upgrade Continia Finance
  • What to do and consider when renaming companies
  • Add-in errors
  • The Continia Finance Service, including upgrading

What does Continia not support?

Continia doesn't support issues relating to Business Central code for unsupported versions of Continia Finance. This means that for these versions, Continia will not help debug any issues in Business Central or develop hotfixes for errors in the code. If an error is identified in an unsupported version of Continia Finance, customers must either upgrade to a supported version or correct the issue themselves. If the error is still present in a supported version of Continia Finance, it will only be corrected in the supported version.

For any version of Business Central or any version of Continia Finance, Continia doesn't support any of the following:

• Standard Business Central errors
• Issues likely to be caused by infrastructure, including network configuration, firewalls, and proxy servers
• Estimation of time required to implement or upgrade Continia Finance
• Help and assistance in customizing Continia Finance – just as for standard Business Central, partners are expected to know the solution and/or have the skills to investigate how it works when customizations are to be made

For unsupported versions of Continia Finance, in addition to the above, Continia doesn't support any of the following:

• Errors in the Continia Finance Business Central code, including debugging assistance
• Performance issues
• Issues with functionality that doesn't work as expected

See also

Upgrading to the latest version (online)