Scope of Support Services

• 23/09/2024
• 6 minutes to read

This article provides information about the support services offered by Continia. We'll help you understand when it's appropriate to seek assistance from Continia, which Document Output versions support covers, and what falls outside the scope of support.

Supported versions

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

Although it's possible to get support in connection with the above-mentioned Document Output versions, It's possible that reported issues already have been remedied in a newer release of Document Output.

Support for the following versions of Document Output has recently ended:

We strongly advise users currently using an unsupported version of Document Output to upgrade to a supported version under two critical scenarios:

1. If you encounter issues not addressed in a service pack for the older version.
2. If you can gain clear benefits from the enhanced functionality the newer version offers.

Continia ensures the continuous improvement of all supported Document Output versions through the regular release of service packs. We highly recommend implementing these service packs regularly. The process is straightforward, involving only the import of new objects, with no data conversion required. Each service pack provides end users easy and quick access to all corrections and improvements in a single update, significantly enhancing system stability.

What does Continia support?

If a client encounters a problem with a supported Document Output version, Continia assists in identifying and resolving the issue. We thoroughly examine whether the Document Output code causes the problem. Critical issues that obstruct essential business processes and have no workarounds will be promptly addressed. Non-critical issues will be resolved in the upcoming service pack or hotfix release.

Continia provides support for up-to-date versions of Document Output in the following areas:

• Identifying and resolving errors in Document Output code.
• Addressing functionality issues in Document Output.
• Resolving add-in errors related to Document Output.
• Troubleshooting performance-related problems in Document Output.

Regardless of the version you are using, Continia's support services do not cover certain aspects, including standard NAV/Business Central errors, issues related to infrastructure, email exchange (with exceptions), estimation of implementation or upgrade time, and customized Document Output assistance. Understanding these limitations ensures that users and partners are well-informed about the scope of support available from Continia. For any version of Microsoft Dynamics NAV/Business Central and any version of Document Output, Continia does not provide support for:

• Assistance coding email templates in the HTML editor.
• Standard NAV/Business Central errors.
• Issues likely to be caused by infrastructure, such as network configuration, firewalls, and proxy servers.
• Estimation of time required to implement or upgrade Document Output.
• Help and assistance in customizing Document Output – partners are expected to have the skills to assess how it works when customizations are needed.

For outdated versions, Continia answers questions about Document Output functionality and specific errors to the best of their knowledge without extensive research. However, we won't invest time investigating operability or the cause of errors in old, unsupported versions. Instead, we'll guide you on how to handle such issues in supported versions. For unsupported versions of Document Output, Continia additionally does not support the following:

• Errors in Document Output NAV/Business Central code, including debugging assistance.
• Performance issues.
• Issues with functionality that doesn't work as expected.

To search for tips regarding the most commonly asked questions for Document Output, go to the Frequently Asked Questions section.