Information for Partners

As part of our ongoing commitment to streamlining order processing and enhancing customer service, m-hance offers an exclusive online Partner facility, VAR.Central, that can be accessed at https://secure.varcentral.co.uk/default.asp

VAR.Central is a model of e-commerce, allowing our Partners to:

• View comprehensive information on their transaction history

• Log new support calls

• Raise quotations using a Price Calculator tool

• Update Annual Support and Enhancement renewals for existing customers

• Purchase products online via credit card

• View all of the information stored against customer details and update them

• Upgrade customer details and receive new registration keys for active customers

• Request in-house Registration Keys for m-hance products

Active, authorised Microsoft Dynamics GP Partners can register to become an m-hance Partner and receive full access to VAR.Central by registering here: https://secure.varcentral.co.uk/register/default.asp

LOG A SUPPORT CALL

As part of the Annual Support and Enhancement plan, m-hance provides support to registered Partners in respect of customer sites where there is a current maintenance plan in place.

If you are not sure whether a valid maintenance plan exists, a list of all customer records along with their expiry dates can be found online within our partner facility VAR.Central.

There are 3 methods for raising a new Support Request:

1. You can send an email directly to our support team at: support@m-hance.com. In your email, please specify the following:

   • Your company name
   • Your contact name
   • A contact email address
   • A contact telephone number
   • The name of the customer with the problem
   • A brief description of the problem (including screenshot attachments if necessary)
   • The date the problem itself was discovered



2. You can raise a new support request online 24/7 for your customer by logging on to our online partner facility VAR.Central and clicking on the link under Support titled

   • Log a Support Call.

3. You may contact our support desk by phone between the hours of 9:00am and 5:30pm GMT using the following numbers:

   • Telephone Number: +44 (0)844 264 0933

If you have already logged a support call and you are trying to initiate a Live Helpdesk session, please click here for the Live Online Support login.

SUPPORT RENEWALS

Please note that all Annual Support and Enhancement plans must now be renewed at our online partner facility, VAR.Central.

Simply sign in to VAR.Central using your unique Login ID and Password and select the Support Renewals link from the main control panel within your personalised menu. Here you will be able to view a quotation of the renewal price for each customer before processing the request.

All Annual Support and Enhancement plans are recorded within our online partner facility VAR.Central and we will ensure that the Microsoft Dynamics GP partner is informed of any impending renewals prior to the expiry date. Typically, partners will be notified in advance by email where each customer support and enhancement plan falls into the following categories:

• Between 60 and 31 days prior to the expiry date
• Between 30 and 0 days prior to the expiry date
• Once the Support and Enhancement plan has expired for the customer*

The renewal of any Support and Enhancement plan is however ultimately the responsibility of the Microsoft Dynamics GP partner and it is our policy to insist that all fees are paid continuously for all live sites.

*Where a Microsoft Dynamics GP partner does not sustain an active - fully paid up - Support and Enhancement contract for a customer site, m-hance reserves the right to apply an administration charge to all plans that have been allowed to expire. Payment of the full fee due for past periods cover including the administration charge will be required prior to any revised keys being issued.

ENHANCEMENTS

m-hance provide an Annual Support and Enhancement plan, giving you access to the very latest product updates, including any new features and functionality added to the core product. Enhancement is an essential service for customers who purchase our products and later wish to sustain full compatibility with service pack releases and new version releases of Microsoft Dynamics GP.

If you have any queries concerning our Annual Support and Enhancement plans, please contact us at: +44 (0)844 264 0932 or by email at: admin@m-hance.com. If you are based in North America, you can call us at: (305) 938 7355.

REQUEST AN UPGRADE

Please note that all partner and customer upgrade requests must be performed at our online partner facility, VAR.Central.This includes all platform migrations, version upgrades and any other changes to the system manager details such as increased user counts.

Simply sign in to VAR.Central using your unique Login ID and Password and select the Upgrades link from the main control panel within your personalised menu. If the Annual Support and Enhancement plan is current, Registration Keys for the new product version will be delivered to your designated email address shortly afterwards. Please note registration keys are only generated during UK office hours, if you request new registration keys outside of these hours they will be sent on our next working day.

VAR TRANSFERS

Product Maintenance Services - taking over a customer from another partner
Where you have taken over a customer currently using any m-hance product, you will need to inform us of this straight away. Naturally, you will be entitled to any benefits accruing from any unexpired portion of a prepaid maintenance agreement, up to the renewal date.

However, if annual support and enhancement renewals have elapsed, we will insist that backdated support fees be applied to the uncovered period. This will only apply where we have pre-registered the site to a different Microsoft Dynamics GP partner from the one that is requesting new release keys. The principals/proprietors of the new Microsoft Dynamics GP Partner must be completely different from those of the previous partner entity.

In all partner transfer cases we will require written confirmation, email being acceptable, of the details and their acceptance of the proposed transfer from the end user in advance of the keys being released. Once these details have been received, we will arrange for the customer's records to be transferred from the previous partner account within our online partner facility VAR.Central.

If you are not an existing partner of m-hance then you will be required to register as a new partner and return a signed copy of our Partner License agreement. This process can be completed quickly and easily online at VAR.Central.

If you have any queries regarding maintenance renewal invoices, or taking over a support and enhancement contract from another partner, please email full details to us at admin@m-hance.com.