Microsoft CRM Dynamics Setup and Implementation

1. Scope of Services

Implementation of Dynamics 365 Finance, SCM, Commerce, for detailed info see the attached document. There will be support assignment post implementation

Expected Timeline Summary -
• Total ~ 20 calendar weeks (5 Month) for project implementation
• ~ 04 calendar weeks of Analysis
• ~ 04 calendar weeks of Design
• ~ 06 calendar weeks for Setup/Configuration/Testing/Master Mapping
• ~ 04 calendar weeks for UAT Sign-off & Prod Readiness/Go-Live
• ~ 02 calendar weeks for Post Go-Live Support & Handholding

2. Service Levels (SLA)

• Critical incidents: Response within 1 hour
• Major incidents: Response within 4 hours
• Normal incidents: Response within 8 hours
• Database uptime target: 99.9%
• Monthly SLA reporting and quarterly performance review