Scope of Support Services

• 01/10/2024
• 3 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 Continia Sustainability versions support covers, and what falls outside the scope of support.

Supported versions?

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

What does Continia not support?

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

Continia provides support for up-to-date versions of both Business Central and Continia Sustainability. They offer assistance in the following areas:

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

For all versions of Microsoft Dynamics Business Central and Continia Sustainability, Continia does not offer support for the following:

• Standard Business Central errors.
• Issues likely caused by infrastructure, such as network configurations, firewalls, or proxy servers.
• Estimating the time required to implement or upgrade Expense Management.
• Assistance with customizing Continia Sustainability. Partners are expected to have the necessary expertise to investigate and implement customizations as needed.

Understanding these limitations helps ensure that users and partners clearly know the scope of support provided by Continia.

For outdated versions, Continia will answer questions about Continia Sustainability functionality and specific errors to the best of their knowledge without conducting extensive research. However, we will not investigate the operability or causes of issues in unsupported versions. Instead, we will guide you on addressing such problems in supported versions. Additionally, for unsupported versions of Continia Sustainability, Continia does not provide support for the following:

• Errors in Continia Sustainability Business Central code, including debugging.
• Performance issues.
• Problems with functionality that does not work as expected.