Scope of Click Support

Defining what is included in Click support

For the Click integration to function properly, the customer must provide a healthy, performant and accessible Power Platform system. When an issue is encountered, the first task is to identify whether the source of the issue is Click or the Power Platform 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 their 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 Power Platform system.

Note: While there are some articles included in the Click CRM 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 CRM solutions. Such cases are noted within the articles themselves and may be referenced by Click Support.

Components within the Dynamics Solution
Custom Code
Connectivity
Dynamics Versions
Operability and Performance
Deliverability

Click Support

Supported and Out-of-Scope Components within Power Platform 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 Power Platform environment/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 Power Platform environment/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 installation package/files.	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 Power Platform 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 Power Platform system failing to properly execute the plugin. Examples of out-of-scope issues: Problems with the Power Platform Sandbox Processing Service Problems related to timeouts due to Power Platform 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 Power Platform 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 Power Platform 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 installation package/files.	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
Programmatic Form Capture (the programmatic portion/non-Click elements of the setup process)
Building custom CRM fields for the Contact/Account entity forms
Building custom sub-grids to display data on the Contact/Account entity
Advanced FreeMarker creation and/or troubleshooting
HTML/CSS/JavaScript not created by the Click solutions
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 Power Platform if they are not using Power Platform 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 Power Platform 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 Click CRM Versions

Supported versions of the Click CRM solutions 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 files. 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.

Customer Responsibilities for Dynamics Operability and Performance

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

Customers with on-premises or partner-hosted deployments of Power Platform 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 Power Platform 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 Power Platform 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 Power Platform 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 Power Platform 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. 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 blacklisted 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 CRM solutions as configured in the Click CRM installation package. The following are what the Click Implementation Team can and cannot assist with.