Scope of Support Services

  • 21/11/2024
  • 7 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 Banking 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 Banking 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 Banking installed.

What does Continia support?

Continia provides ongoing support of all Continia Banking releases for at least two years after each release date.

For all supported versions of Continia Banking, 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 Banking get easy and quick access to all corrections and improvements in one go, thereby significantly increasing the stability of their systems.

When a client identifies an issue in a supported version of Continia Banking and it's likely the problem is caused by Continia Banking code, Continia offers help, debugging assistance, and determination of whether or not the issue was caused by a bug in Continia Banking. If this is considered unlikely, you as a partner must document that the issue was indeed caused by Continia Banking and not by standard Business Central functionality or by the presence of any other add-ons, extensions, or customizations. Whenever a Continia Banking 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 Banking, Continia provides support covering the following components and scenarios:

  • Help and debugging assistance when errors occur in the Continia Banking code
  • Help and advice concerning functionality that doesn't work as intended
  • Errors in add-ins
  • Incorrect import of bank files such as status files and bank account statements
  • Performance issues related to Continia Banking functionality
  • Support for the Continia Banking CBIC and CBCC services

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

  • Questions about Continia Banking functionality: All questions about the functionality of any version of Continia Banking 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 Banking, 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 Banking.

  • Questions about Continia Banking errors: All questions about specific Continia Banking 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 Banking, 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 Banking.

  • 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 Banking
    • Client credentials
    • How to upgrade Continia Banking
    • What to do and consider when renaming companies
    • Add-in errors
    • The Continia Banking Service, including upgrading

What does Continia not support?

Continia doesn't support issues relating to Business Central code for unsupported versions of Continia Banking. 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 Banking, 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 Banking, it will only be corrected in the supported version.

For any version of Business Central or any version of Continia Banking, 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 Banking
  • Help and assistance in customizing Continia Banking – 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 Banking, in addition to the above, Continia doesn't support any of the following:

  • Errors in the Continia Banking Business Central code, including debugging assistance
  • Performance issues
  • Issues with functionality that doesn't work as expected
  • Incorrect import of bank files
  • Issues with the Continia Banking CBIC and CBCC