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Scope of Click Support

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Conor O'Driscoll
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Defining what is included in Click support

For the Click integration to function properly, the customer must provide a healthy, performant and accessible Dynamics CRM system. When an issue is encountered, the first task is to identify whether the source of the issue is Click or the Dynamics CRM system. This can require some initial investigation and troubleshooting. When this investigation is completed, it should be possible to draw a clear line as to whether Click is responsible for the issue resolution, or the customer is responsible for addressing the cause within the Dynamics CRM system.

To assist with drawing this line, the following table defines the various components of Click and the scope of what Click is responsible for supporting. Note that our entire application hosted within Azure is fully supported/in-scope. The below table only discusses the solution that is installed within the Dynamics CRM system.

Note: While there are some articles included in the Click help site/blog intended to assist customers in extending default Click functionality, Click is generally unable to support or advise on custom code or additions made to the Click solution. Such cases are noted within the articles themselves and may be referenced by Click Support.

Table of Contents

Click Support

Supported and Out-of-Scope Components within Dynamics Marketing Automation Solution

Component

In-Scope

Out-of-Scope

Solution – Initial Import and update

Errors encountered that are related to misconfiguration of the XML and other objects contained in the .zip file and for which Click has the ability to specify definitions/configurations.

Examples of support issues:

  • Missing required components
  • Incompatible attributes or views in Click entities (when previous version of Click is already installed)

Errors encountered due to CRM platform issues.

Examples of out-of-scope issues:

  • Errors upon import due to reporting services
  • Errors upon import due to inability to register plugins
  • Errors upon import due to customized relationships in target environment
  • Time-outs during solution import
  • Hung solution imports with no timeout error produced
  • Errors caused by exporting Click components from one environment as part of a customer-generated solution and importing into another

Updating ClickDimensions

Assisting with updating the Click solution via the recommended methods, and/or troubleshooting errors that occur while properly updating the Click solution.

 Assisting with issues and/or errors caused by using unsupported methods (i.e. selecting Upgrade/Stage for Upgrade/etc.) when importing the Click solution.

Solution – Uninstall

N/A

The Dynamics platform is responsible for uninstallation operations. There is nothing within the code or customizations that Click provides that can be modified or tweaked to change the outcome of an uninstallation attempt. In some environments, the installation of a managed solution and subsequent customization of the environment can produce dependencies that prevent uninstallation. In these cases, the customer is responsible for removing dependencies.

Solution Layers

Identification of issues related to solution layering or solutions created by the utilization of the 'Upgrade' option during the solution import process.  

Removal of additional solution layers created by not properly importing the Click solution, and/or any solution layers not created by the default Click functionality.

Entities (including entity settings, fields, forms, views and relationships)

Issues encountered with the entities or default Click app as configured in the Click solution .zip file.

Issues encountered due to customer’s customization of entities or entity components, whether default system entities or Click custom entities, or due to customers using a custom view/app.

Web Resources

Issues encountered with the web resources as configured in the Click solution .zip file.

Examples include:

  • I-framed components rendering improperly
  • JavaScript on forms executing improperly

Issues encountered due to customer’s customization of web resources.

Workflows (Processes)

Issues resulting from a misconfiguration of the workflow process as delivered by Click.

Issues encountered as a result of the CRM system not properly executing the workflow.

Plugin Assemblies and SDK Message Processing Steps

Issues resulting from a code error within the compiled plugin, how it is registered, or the security privileges the plugin requires as defined in Click security roles in the solution as delivered by Click.

Issues encountered as a result of the CRM system failing to properly execute the plugin.

Examples of out-of-scope issues:

  • Problems with the CRM Sandbox Processing Service
  • Problems related to timeouts due to CRM database performance

Dynamics CRM Dashboards and Charts

Issues encountered as a result of improperly configured dashboards and charts as delivered in the Click solution .zip file.

Issues encountered as a result of the CRM system failing to properly render the dashboard or query the underlying data or with custom built charts/dashboards.

Reports

Issues encountered as a result of improperly configured RDL files as delivered in the Click solution .zip file.

Issues encountered as a result of the CRM system failing to properly render the report or query the underlying data.

Security Roles

Issues encountered as a result of missing or improperly configured privileges as delivered in the Click solution .zip file.

Issues encountered as a result of customizations to the Click security roles or custom security roles created by customer.

 

Custom Code Policy

Click cannot guarantee the behavior of customizations and modifications to elements that are added into our solution. Any custom code sections provided by our solution are intended for advanced users who are familiar with coding. If you would like to make changes to the existing Click components, we recommend making and editing copies of these components within a separate solution to maintain default functionality and so they will not be overwritten by updates to the Click solution.  The following are examples of things that our Support Team will not be able to advise on or troubleshoot:

  • HTML/CSS design in emails and web content
  • JavaScript design in web content
  • Building templates using the Custom HTML Editor
  • Programmatic Form Capture (the programmatic portion/non-Click elements of the setup process)
  • Building custom CRM fields for the Lead/Contact/Account entity forms
  • Building custom sub-grids to display data on the Lead/Contact/Account entity
  • Advanced FreeMarker creation and/or troubleshooting
  • HTML/CSS/JavaScript not created by the ClickDimensions solution
  • Making API calls (sending emails via API, accessing the image manager via API, programmatic form capture via API, etc.)

 

Supported and Out-of-Scope Items Related to Connectivity

It is the customer’s responsibility to provide a working connection to their deployment of Dynamics 365/CRM if they are not using Dynamics 365 Online hosted by Microsoft. For on-premises or partner-hosted deployments, Click recommends following Microsoft’s Internet-Facing Deployment (IFD) methodology. Click does not provide support for configuring or troubleshooting IFD or other means of making the Dynamics 365/CRM deployment accessible from the internet.

NOTE: this excludes on-premises customers using the Click SBRC proxy for connectivity. See SBRC documentation for support terms.

 

Supported and Out-of-Scope Items Related to Dynamics Versions

We work with the following versions of Dynamics:

  • CRM 2013
  • CRM 2015
  • CRM 2016
  • Dynamics 365

Please see our article here for more details regarding the supported versions of CRM.

NOTE: CRM 2011 is no longer supported as of July 13, 2021.

Supported Click Versions

Supported versions of the Click solution include the current release, as well as any release from the past 12 months. In addition, Click is only able to generate the most recent version of the solution file. If you think you will need to install an older version at a later date please be sure to download it while it is available and save it.

Please see our article here for details.

Customer Responsibilities for Dynamics Operability and Performance

It is the customer’s responsibility to provide a working, performant deployment of Microsoft Dynamics 365/CRM. Customer is responsible for maintaining and optimizing the functionality and performance of the Dynamics deployment. The Click application relies on a well-performing Dynamics deployment to function properly. As such, Click support requires:

  • Customers with on-premises or partner-hosted deployments of Dynamics must have a SQL maintenance plan in place that regularly updates indexes, recalculates index statistics, and releases free database space.
  • Customers with all deployment methods must implement a data-retention strategy to determine how long marketing data is retained for business needs. The data retention strategy should implement Dynamics bulk delete jobs that run on a regular schedule to remove aged data in order to maintain table size and control database growth.
  • Customer is responsible for resolving Dynamics performance issues, including long-running queries that exceed Microsoft timeout settings or breech limits such as the aggregate query record limit.
  • Click does not support adding plugins or workflows that execute on the creation or update of Click custom entities that are created by the Click application. This includes such entities as Email Events, Sent Emails, Posted Forms, Posted Fields, Posted Surveys, and Posted Answers. Customers who implement plugins or workflows on these entities do so at their own risk.
  • Click does not support customer modifications to the components in the Click solution, including but not limited to JavaScript web resources, forms, security roles, or custom entities.
  • Dependencies created by customer’s customizations of Click entities or solution components are not supported. Such dependencies may be encountered when attempting to remove or uninstall the Click solution and are the responsibility of the customer.
  • The Click solution requires the proper functioning of all elements of the Dynamics deployment, including the Sandbox Processing Service, SQL Reporting Services Report Server, Web Front-End/Application server, and Back-end Server and services. Click does not provide technical support for the proper functioning of the components of the Dynamics deployment.

Supported and Out-of-Scope Items Related to Chat Support

Chat support is available to assist with quick, specific questions about the product or our documentation. Chat support is available via the 'Support' button on the bottom left of the help site, as well as throughout our product (click 'Support' in each of the editors).
These are some examples of what we are able to do on chat:
  • Provide documentation to assist with specific functionality.
  • Provide answers to specific questions about the product. NOTE: We are not able to provide training on the product or consulting services on a chat.
  • Provide basic troubleshooting steps or workarounds for known issues and use cases.

We intend chat to facilitate quick answers to basic questions. However, if something requires an investigation or if our documentation does not adequately address your use case, we will need to create a ticket. The chat agent will assess if creating a ticket is necessary as the chat approaches 15 minutes. We appreciate your patience and understanding if ticket creation is necessary.

Supported and Out-of-Scope Items Related to Deliverability

Click has a Deliverability Team that can assist customers with certain configurations and practices related to email deliverability.The customer is primarily responsible for implementing changes related to their DNS. Click does support some configuration changes on a per account basis as follows.

In Scope

  • Update DKIM signature
  • Update Sending Domain/White-labeling
  • Guidance on CNAME set up
  • Set up Dedicated IP
  • Investigate blocks (IP, domain, etc) + unblock
  • Investigate blocklisted IPs + delist
  • Investigate emails going to junk folder
  • Investigate technical issues related to email platforms
  • Recommendations on deliverability best practices including keeping data clean, CAN-SPAM and similar regulatory compliance questions, and inbox placement
  • Please be aware that support for delivery to organization specific domains is available, but limited.

Out-of-Scope

  • Update SPF record parts that are not related to CD
  • Update DMARC record
  • Adjusting spam filter settings outside of whitelisting IPs/domains
  • Interpreting Bounce Messages for isolated Email Events not related to an ongoing trend.
  • Creating, updating, or deleting of DNS resource records in the customer's namespace.

Supported and Out-of-Scope Items Related to Implementation

During the Technical Implementation period, the Technical Implementation Specialist supports end users through Registration, Installation, and Setup for the Click Solution as configured in the Click solution .zip file. The following are what the Click Implementation Team can and cannot assist with.

In Scope

  • Assistance with Registration and Installation of the Click Solution
  • Assistance with setup of solution – Ensuring Authentication method is setup properly, Checking Click Workflows and Plugins are enabled
  • Assisting with Click Access and Security Roles
  • Advising on Solution update best practices
  • Guidance on DNS entries, Web Tracking setup, and SSL Certificate setup
  • Advising on appropriate Import or Migration methods *limited assistance available based only on the Click aspect.

Out-of-Scope

  • Advisement, Setup, Maintenance, and Troubleshooting of CRM customizations, workflows, 3rd party integrations (outside of Click Products and Connector setup)
  • Content Creation
  • Update SPF record parts that are not related to CD
  • Update DMARC record
  • Creating, updating, or deleting of DNS resource records in the customer's namespace
  • Purchasing or exporting SSL certificates
  • Adding tracking script or making changes to websites
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