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Support Services for The Asset Guardian (TAG) Customers

Customer and partner support services

We’re here to help. Customer support services are offered to VSD (TAG and NAV One) customers with a current support plan. Partner support services are available to all VSD (TAG and NAV One) and ADNM registered partners. Please send an email to support@theassetguardian.com to log a support request or contact our support desk at 450.419.5559. Please provide all available information so the issue can be reproduced and/or analyzed. Customers with a current support plan and partners have access to the Project Online portal. On this portal, you can see the status of your ongoing projects, log new tickets, update tickets and see their status, access historical information such as the communications with our support team.

Support desk contact

1-450-419-5559 1-866-444-2366 support@theassetguardian.com
Escalation contact: 1-450-419-5559, please press 0 and request the Support Manager.

Product Roadmap

All VSD solutions (TAG and NavOne) follow Microsoft’s Statement of Direction for Microsoft Dynamics NAV. As Microsoft adds new features, our solution will be upgraded and all customers current on their software maintenance plan will have access to the new version of the solution.

Support LifeCycle information

The general Microsoft Support Lifecycle guidelines for Microsoft Dynamics products apply to the TAG and NAV One solutions. Customers must be current on their software maintenance in order to receive the support benefits for the products.

Support includes:

  • Security updates
  • Hotfixes and solution improvements
  • Access to documentation and knowledge base
  • Access to paid support from the support desk

The support requests are processed based on the following priority levels:

PriorityScope of problemImpactWork around? Initial response timeComment
CriticalAll application is stoppedAll usersNOWithin 2 hours *In addition to the logging of ticket, a phone call to the support desk would ensure proper response time
EmergencyMultiple transactions stoppedMultiple usersNOWithin 4 hours *
UrgentOne or multiple transaction stoppedOne userNOWithin 6 hours *
MediumMultiple transactions stoppedMultiple usersYESWithin 6 hours *
LowOne or multiple transaction stopped New enhancement requiredOne userYESWithin 8 hours *

* Regular business work days, Monday to Friday, from 8:00am (US Eastern Time) – 5:00pm (US Eastern Time)

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