Microsoft Dynamics CRM Online Licensing Guide -2016

Dynamics CRM Online – Introduction

Microsoft Dynamics CRM provides flexible, high value, and simple-to-understand licensing for Dynamics CRM in the cloud. The multi-tiered licensing model offers a variety of benefits, including:
• Flexibility. Customers can mix and match various types of user licenses within a deployment to accommodate the specific needs of their businesses.
• High value. Customers can choose from highly competitive licensing offerings to optimize the Total Cost of Ownership.
• Easy-to-Understand. Customers can obtain licenses based on the functionality that users require (rather than how users access the application).
• Choice. Equivalency in the licensing use rights of online and on-premises licenses makes it easier for customers to compare and decide what works best for them.

User-based Subscription Licensing Requirements

Internal and External Users
With Microsoft Dynamics CRM Online and Parature, from Microsoft, each internal user who will access the service must be licensed with a User Subscription License (USL). Access by external (third party) users is included with the subscription; these users do not require USLs unless using Microsoft Dynamics CRM client applications and graphical user interface (GUI). Third party users are users that are not either (i) the customer’s or the customer’s affiliates’ employees, or (ii) the customer’s or the customer’s affiliates’ contractors or agents. In this sense, the definition of third party users does not extend to onsite contractors, vendors, and users performing business processes on the customer’s behalf.
Microsoft Dynamics Marketing and Microsoft Social Engagement do not distinguish internal and external users in their licensing terms. You must license external users as well as internal users who will access these services.
Note: Offsite vendors are considered external users when their time is shared in between multiple customer organizations (for example, IT support service vendors serving multiple customer organizations) and they are not in an
employee-like relationship.

Licensing Requirements for Internal Users

You license access to the Microsoft Dynamics CRM service by purchasing a USL for every internal user
who will access the service.
Note: Microsoft Dynamics CRM Online does not support device-based licensing.
USLs are assigned on a “named user” basis, meaning each user requires a separate USL; USLs may not be shared.
The USL grants users non-perpetual rights (with no buy-out rights) to the use of the Microsoft Dynamics CRM service. As long as you are current on your subscription payments and adhere to the Terms of Service, you will have access to the most up-to-date version of Microsoft Dynamics CRM Online.

The license includes access rights to the default Microsoft Dynamics CRM Online instance included in the subscription account, and every additional Microsoft Dynamics CRM Online instance associated with the same Azure AD tenant. For more information on Azure AD tenants, please see here.

Other Product Licenses
Licenses for Microsoft Dynamics CRM do not include licenses for other products that may be required for your installation; product licensing rights for these must be established separately. For example, a user needs to be properly licensed for Microsoft Office products to be able to edit Microsoft Excel charts embedded in Microsoft Dynamics CRM . The following resources can help you to determine the required products:
Implementation Guide and System Requirements for Microsoft Dynamics CRM 2016:
http://go.microsoft.com/fwlink/?LinkID=627526
Microsoft License Advisor Tool: http://mla.microsoft.com/default.aspx

Multiplexing

Multiplexing is the use of hardware or software (including manual procedures) to reduce the number of devices or individuals that access or use the Microsoft Dynamics CRM Online service by pooling connections.
Multiplexing does not reduce the number of licenses required to access the Microsoft Dynamics CRM Online service. Any internal user who accesses the Microsoft Dynamics CRM Online service—whether directly or indirectly—must be properly licensed. For example, internal users accessing Microsoft Dynamics CRM Online data indirectly through a Portal or other service must also be properly licensed.
Pooled connections use a non-interactive user account in Microsoft Dynamics CRM Online that can access the system but only via the web service layer. A non-interactive “user” who is not a person does not need a license.
However, all users of the pooled connection do require a license.
Exception: Users with a Microsoft Dynamics AX Enterprise USL have the right to indirectly read Microsoft Dynamics CRM application data without a Microsoft Dynamics CRM Online USL. They are, however, not licensed to copy
such data to Microsoft Dynamics AX, nor access the Microsoft Dynamics CRM Interface.
Note: Licensed users may manually rekey information (when coming from non-licensed users) into the Microsoft Dynamics CRM service. This scenario is not considered to be multiplexing.

Dual Use Rights
One of the advantages of Microsoft Dynamics CRM is the option to deploy either in Microsoft’s Cloud as CRM Online or in a private on-premises or partner-hosted cloud with CRM Server. In some cases, customers may want to deploy both modes simultaneously, for migrating a CRM Server deployment to CRM Online, running private Dev/Test deployments in Azure, or other applications. In the past, customers had to acquire both CALs for CRM Server and CRM Online USL’s to allow such hybrid deployments. However, with Dual Use Rights, CRM Online Users no longer need to acquire CALs to access CRM Server instances.

Users licensed with Microsoft Dynamics CRM Online USLs have use rights equivalent to a CAL for the purpose of accessing equivalent on premises workloads. Dynamics CRM Server instances must still be licensed normally, as must all related CALs and supporting servers (e.g., Windows Server and CAL(s)).
Dual Use Rights convey Microsoft Dynamics CRM Server access rights to Microsoft Dynamics CRM Online USL’s;
Microsoft Dynamics CRM Server CALs have no reciprocal rights to access functionality provided exclusively to Microsoft Dynamics CRM USL’s, nor do Dual Use Rights imply equivalent capabilities between Microsoft
Dynamics CRM Server and Microsoft Dynamics CRMlicenses. For example, access to Microsoft Social Engagement capabilities are included with Microsoft Dynamics CRM Online Professional USL, but not with Microsoft Dynamics CRM Professional CAL as there are no equivalent CRM Server capabilities.

Dual Use Rights are conveyed through Microsoft Dynamics CRM 2015 and later Server licenses, so Dual Use Rights may only be exercised with servers licensed with Microsoft Dynamics CRM 2015 or later. However, customers may use downgrade rights to deploy a qualifying server license with an earlier version of Microsoft Dynamics CRM Server and use Dual Use rights to access it with Microsoft Dynamics CRM USLs.

Available USLs for Microsoft Dynamics CRM Online

Microsoft Dynamics CRM offers five levels of USLs. To provide you with the flexibility to license the solution based on how your users use Microsoft Dynamics CRM Online functionality you have the ability mixand-match these licenses within a deployment.
Microsoft Dynamics CRM Online also offers add-on user subscription licenses (add-on USLs), which allow for a user to add additional capabilities to an existing user license. Use of add-on USLs requires a pre-existing CRM subscription for the customer tenant, as well as a baseline CRM Online USL to already be assigned to the CRM Online user. User subscription add-ons may not be purchased or assigned without a standalone USL.

Microsoft Dynamics CRM Online Enterprise
For your marketing and customer service departments, Microsoft Dynamics CRM Online Enterprise provides licensed users with access to all of the capabilities of Microsoft Dynamics CRM Online Professional plus the CRM Online – Field Service Add-on, Project Service Automation Add-on, Microsoft Dynamics Marketing Enterprise, Microsoft Social Engagement Enterprise, and Parature Enterprise functionality.

Microsoft Dynamics CRM Online Professional
Microsoft Dynamics CRM Online Professional is the recommended choice for your sales teams. It provides licensed users with access to sales, service, and marketing capabilities for a significantly lower price than comparable offerings from other vendors1. Each CRM Online Professional USL includes rights to Microsoft Social Engagement Professional, Microsoft Dynamics Marketing Sales Collaboration, Unified Service Desk, survey results, and Parature Knowledge Management.
Subscriptions licensed through Microsoft Online Services Program (MOSP), Open Program, and Cloud Solution Provider (CSP) Program require a 10-seat minimum purchase of Microsoft Dynamics CRM Online Professional to qualify for Microsoft Social Engagement functionality. There is no minimum purchase of Microsoft Dynamics CRM Online Professional required for Enterprise Agreement customers to qualify for Microsoft Social Engagement functionality. There is a minimum requirement of 5 CRM Online Professional USLs per tenant to qualify for full mobile offline sync functionality .
Users of the Microsoft Dynamics CRM Online Professional and Enterprise USLs may read AX application data, but are not licensed to copy such data to Microsoft Dynamics CRM Online, nor access the Microsoft Dynamics AX interface.
Microsoft Dynamics CRM Online Professional Add-On to Office 365 provides the same set of capabilities and services as Microsoft Dynamics CRM Online Professional, at a discounted price for customers with qualifying Office 365 licenses. Microsoft Dynamics CRM Online Professional Add-On to Office 365 licenses may only be assigned to users to whom a Microsoft Office 365 Plan E3, E4, E5, Business Premium, or Enterprise Cloud Suite license (either full USL or Add-On USL) has also been assigned. Qualifying Office 365 licenses may be purchased and assigned at the same time or prior to the purchase of Microsoft Dynamics CRM Online Add-On to Office 365 and must be assigned to the same users.

Microsoft Dynamics CRM Online Basic
Microsoft Dynamics CRM Basic is designed for entry level CRM users who need access to basic CRM functionality such as accounts, contacts, leads, case management, Interactive Service Hub, and reporting and dashboards. This license is also designed for business analysts who require reporting capabilities of Microsoft Dynamics CRM.

Microsoft Dynamics CRM Online Essential
Microsoft Dynamics CRM Online Essential is designed for organizational users who are not necessarily tied to sales, services, or marketing functions but require access to activities management, feeds, custom applications, accounts, contacts, and reading knowledge articles.

Microsoft Dynamics Employee Self-Service
Microsoft Dynamics Employee Self Service is a cloud-based knowledge management solution that provides authoritative, accessible and consistent knowledge for all employees to address important and common employee needs and inquiries, for cross-organizational scenarios like Human Resources and IT helpdesk portals, or for role- or function-specific knowledge bases. With an effective knowledgebase, you can deliver the right answer, at the right time, across multiple channels including portals, devices, productivity tools and enterprise applications. This license is intended for employees submitting cases on their own behalf, for self-service as a support client, but does not grant rights to case management as a support agent on behalf of an end customer.
A Microsoft Dynamics Employee Self-Service licensed user may access CRM data from online and on-premises Microsoft Dynamics CRM deployments. Capabilities vary by available functionality for a given Online or On-Premises deployment choice. Employee Self-Service knowledgebase capabilities require at least one user to be licensed with either Microsoft Dynamics CRM Online Professional, or Parature Enterprise if Parature is leveraged for the knowledgebase. Microsoft Dynamics Employee Self Service is not licensed for Microsoft Dynamics CRM’s user interface and users will not be provisioned as CRM users; access is only allowed via portal or another application.

Custom Entities
Microsoft Dynamics CRM Essential and higher provide the right to use custom entities. Custom entities may be based on entities included in Microsoft Dynamics CRM Online, or created by a customer or partner. If the custom entity is based on or replicates the functionality of entities included in Microsoft Dynamics CRM, or if the entity links to entities included in Microsoft Dynamics CRM, then users accessing the custom entity must also be licensed to access the included or replicated entity. In other words, customizations may only be performed against entities users are licensed to access.

USL Comparison
The following provides a summary of the use rights associated with each of the five USL levels. For a detailed comparison, refer to Appendix A.

Additional Services and Software

Microsoft offers additional services and software that work in tandem with Microsoft Dynamics CRM, including Microsoft Social Engagement, Microsoft Dynamics Marketing, Parature, from Microsoft, Interactive Service Hub and Unified Service Desk. With the exception of Unified Service Desk, Interactive Service Hub, Voice of the Customer and Mobile Offline capabilities, these are separate services that you can license independently or as part of Microsoft Dynamics CRM Online.

Microsoft Dynamics CRM Online Field Service Add-On USL
Microsoft Dynamics CRM Online – Field Service Add-on is a subscription plan add-on for users who will engage in Field Service activities; leveraging tight integration between CRM case management and field service work orders to deliver business process driven, best in class field service management.
As an add-on, this license requires each field service user to first be licensed with a CRM Online Basic USL or higher for the core CRM Online use rights. For those in need of advanced sales or service capabilities, the user may leverage this license as an add-on to the CRM Online Professional USL.
Users of the Microsoft Dynamics CRM Online – Field Service Add-on USL may read AX application data, but are not licensed to copy such data to Microsoft Dynamics CRM, nor access the Microsoft Dynamics AX interface.

The Field Service Mobile Application is a Microsoft application that is specific to Field Service, distinct from the Dynamics CRM Mobile Client Application. This application is technically limited to only Field Service entities and a maximum of 10 custom entities. Customer support will need to assist activating the Field Service Mobile Application.

Microsoft Dynamics CRM Online Project Service Automation Add-On USL

Microsoft Dynamics CRM Project Add-On is designed for professionals who manage projects and the associated customer engagement process end-to-end. This provides licensed users with capabilities required for setting up a project organization, engaging with customers, and managing and closing projects.
Microsoft Dynamics CRM Online Project Service Automation Add-On will initially have limited availability, and is set up as a lead status offer. This means the business desk is required to transact it, and availability is limited to Enterprise Agreement customers only. As an add-on, this license requires each user to first be licensed with at least a CRM Basic USL or higher. For advanced sales, service, or other capabilities, the user may leverage this license as an add-on to the CRM Online Professional USL.

Microsoft Social Engagement
Microsoft Social Engagement Enterprise and Professional provide volume and sentiment analysis of social networking data and is recommended for sales, marketing and customer service workers interested in social media discussion of their products, competitors and industry.
Microsoft Social Engagement Enterprise functionality is included with the Microsoft Dynamics CRM Enterprise USL, and Microsoft Social Engagement Professional functionality is included with the Microsoft Dynamics CRM Professional and Enterprise USLs (subject to minimum purchase requirements in some programs as indicated above). Microsoft Social Engagement Professional is also available as a standalone USL or as an Add-On USL for Microsoft Dynamics CRM Professional CALs with Software Assurance. For more on the Add-On USL, please see “Adding Access to Microsoft Dynamics CRM Online for Microsoft Dynamics CRM On-Premises Users via the USL for Software Assurance” below.

Microsoft Dynamics Marketing
Microsoft Dynamics Marketing Enterprise provides a full suite of data segmentation, behavioral tracking, digital asset management, and brand management capabilities. It is recommended for users in marketing roles, and when delivered as part of Microsoft Dynamics CRM Enterprise, allows users to combine Microsoft Dynamics Marketing’s capabilities with the marketing and sales capabilities of Microsoft Dynamics CRM .
Microsoft Dynamics Marketing Enterprise functionality is included with the Microsoft Dynamics CRM Enterprise USL or as a standalone USL. Users configured as Portal users do not require a USL.
Microsoft Dynamics Marketing Enterprise includes rights to the Dynamics Marketing Connector, which provides resources that allow administrators to connect Microsoft Dynamics Marketing with Microsoft Dynamics CRM, install additional languages, and build marketing analytics with Microsoft Excel and Power BI.
When Dynamics Marketing is connected with Dynamics CRM or Dynamics CRM , Dynamics Marketing users must also have the appropriate Dynamics CRM or CRM Online license. However, the non-interactive user account that connects Dynamics Marketing with Dynamics CRM does not require its own license.
If there is a need for additional storage and/or messages above and beyond what is included with the license, they can be purchased via add-ons. More details are provided below.
Microsoft Dynamics Marketing Sales Collaboration provides sales teams with visibility into the marketing calendar. Sales now can offer more insights into campaigns and targeting. Both sales and marketing can share the same view of the customer journey.
Microsoft Dynamics Marketing Sales Collaboration is included with the Microsoft Dynamics CRM Professional USL or as a standalone USL. However, customers need at least one USL for either Microsoft Dynamics Marketing Enterprise or CRM Online Enterprise in order to access Microsoft Dynamics Marketing with a Sales Collaboration user. Microsoft Dynamics Marketing Sales Collaboration is not included with Microsoft Dynamics CRM Server Professional CAL (on-premises); the standalone USL must be purchased separately.
Marketing Connector for Microsoft Dynamics CRM is provided at no additional cost to licensed Microsoft Dynamics Marketing customers and synchronizes marketing data between Microsoft Dynamics Marketing and Microsoft Dynamics CRM (either online or on-premises). While a prior version of Microsoft Dynamics Marketing Connector required customers to separately purchase Microsoft Azure cloud computing services in order to run the Connector, this separate purchase is no longer necessary for Microsoft Dynamics CRM Online; however, Microsoft Dynamics CRM customers must purchase Microsoft Azure cloud computing services in order to run the Connector.
Mobile Marketing provides organizations the ability to deliver marketing messages and campaigns to their customers via SMS. One license of Microsoft Dynamics CRM Online Enterprise or Microsoft Dynamics Marketing Enterprise is required to purchase and enable this functionality. Availability of this capability is initially limited to the United States, Canada, Singapore, and United Kingdom, with plans to offer on a larger scale still being defined. Organizations sending marketing messages and/or campaigns to US or Canadian numbers must purchase their own unique dedicated short code. If they already have a unique dedicated short code, they can re-register it to the Microsoft account at no additional cost. Organizations sending messages to customers in all other countries can access a shared short code through Microsoft at no additional cost.

Parature, from Microsoft
Parature, from Microsoft delivers multi-channel customer service capabilities. Parature’s complete offering of cloud-based, multi-channel customer support solutions is enhanced by seamless integration, robust reporting, a wealth of on-demand support services and affordable pricing.
Parature Enterprise functionality is included with the Microsoft Dynamics CRM Online Enterprise USL or as a standalone USL. Parature Self-Service gives tenants the ability to search and read Parature Knowledgebase through a website for self-service applications. This functionality is included with all five Microsoft Dynamics CRM Online USLs.
Parature Knowledge Management provides dynamic, read-only access from within Microsoft Dynamics CRM Online’s user interface. This functionality is included with Microsoft Dynamics CRM Professional, Microsoft Dynamics CRM Professional Add-On to Office 365, Microsoft Dynamics CRM Online Enterprise, and Parature Enterprise.

Unified Service Desk
Unified Service Desk (USD) consolidates numerous communication channels (such as phone, chat, email, and social media) and relevant services into a single interface to enable greater efficiency and productivity.
USD installation rights are included with Microsoft Dynamics CRM Online Professional and Enterprise USLs and with Microsoft Dynamics CRM 2016 and above Professional CAL Software Assurance. USD is not available as a standalone license.
USD software is installed and run locally on the user’s device. The use rights expire upon expiration of the qualifying USL subscription term or Software Assurance subscription. Only licensed users may use the software.

Interactive Service Hub
Interactive Service Hub provides a modern and intuitive end user experience for customer service roles through a new online user experience (UX) design. The new design allows customers to find and act on data with reduced clicks and navigation. It unifies customer interactions and pulls together all related information, enabling customers to be productive and view what’s most relevant at all times. The interactive service hub includes a multi-stream dashboard where users can view and act on their workload across multiple data streams as well as a single-stream dashboard where users are provided an aggregate view of the workloads.
Interactive Service Hub is licensed with Microsoft Dynamics CRM Online Basic and higher USLs and Microsoft Dynamics CRM Server 2016 for Basic and Professional CALs.

Voice of the Customer
Voice of the Customer provides general sentiment, contextual feedback, and transactional understanding based on insight captured through feedback and surveys. Customer feedback is captured and leveraged to shape engagements with easy to use, mobile and touch-enabled tools. Feedback is analyzed as part of a single customer record, enabling a direct response to a specific customer concern, or as a whole, so that organizations can better understand their market and programmatically respond to customer needs.

Voice of the Customer capabilities are licensed with Microsoft Dynamics CRM Online Professional and higher USLs. Customers must have at least one Enterprise license in order to design and publish surveys. A Professional license provides access to send published surveys as a direct email, and read-only access to survey results and response outcomes in the Voice of the Customer menu. Voice of the Customer will be available to purchase in all Programs with the exception of Government Community Cloud (GCC).
Voice of Customer capabilities are limited to a maximum of 200 concurrent surveys. Additional limitations can be found here.

Mobile Offline
Mobile Offline capabilities enable offline entities, provides auto-reply for offline actions, a strong security model and offline views and offline search.
Mobile offline is available as part of the Microsoft Dynamics CRM Online Professional USL upon purchase of five or more Professional USLs, regardless of licensing program. No minimum purchase quantity is required for Microsoft Dynamics CRM Online Enterprise users.

Recent Acquisitions
Microsoft recently acquired FieldOne, Adxstudio, and Fantasy Sales Team (FST). The Dynamics CRM Online Portal Add-On capability, and Field Service Add-On USL are available through Volume Licensing agreements. Fantasy Sales Team, and on-premises versions FieldOne and Adxstudio, are not available through Volume License agreements at this time. Licensing details will be made available prior to general availability of these capabilities.

Subscription Capacities and Optional Addons for Microsoft Dynamics CRM Online

Each customer enrolled in a Microsoft Dynamics CRM Online subscription receives default storage and one production instance of Microsoft Dynamics CRM Online.

Subscription Capacities
DEFAULT STORAGE CAPACITY
At a minimum, Microsoft Dynamics CRM Online subscription includes 5 GB of storage at no additional charge per tenant. Additional storage capacity is granted at no charge as an organization increases the number of Professional USLs. For every increment of 20 Professional USLs, the included storage capacity increases by 2.5 GB. So a customer with 20 Professional USLs receives a default storage capacity of 7.5 GB. At 40 Professional USLs, the included storage capacity is 10 GB, and so on. The maximum default storage included in a subscription is capped at 50 GB per tenant.

DEFAULT PRODUCTION INSTANCE CAPACITY
Microsoft Dynamics CRM Online subscription offers one production instance per tenant.

DEFAULT NON-PRODUCTION INSTANCE CAPACITY
Microsoft Dynamics CRM Online subscription offers one non-production instance per customer with a minimum purchase of 25 Professional or Enterprise USLs.

MICROSOFT DYNAMICS MARKETING ENTERPRISE CAPACITY
Microsoft Dynamics Marketing has the same Default Storage Capacity policy as Dynamics CRM Online, scaling with the number of Dynamics Marketing Enterprise users to a maximum included capacity of 50GB. However, included subscription capacity for CRM Online and Dynamics Marketing are calculated and allocated independently of one another, as the services are run from distinct data centers.
Microsoft Dynamics Marketing offers one non-production instance per customer with a minimum purchase of 25 Marketing Enterprise or CRM Online Enterprise USLs. Additional information may be found here. There is no ability to purchase additional non-production instances.
Microsoft Dynamics Marketing deployments include 50,000 messages per month, per tenant. Unused message capacity expires at the end of the month; they do not roll over to the next month. Additional messaging capacity
is available for purchase as a subscription add-on to Microsoft Dynamics CRM Online Enterprise USL or Microsoft Dynamics Marketing Enterprise stand-alone USL in increments of 10,000 additional messages per month.

PARATURE ENTERPRISE CAPACITY
Parature, from Microsoft deployments include the following capacities for each tenant, with additional capacity available for purchase as a subscription add-on to Microsoft Dynamics CRM Online Enterprise USL or Parature Enterprise stand-alone USL in the increments shown below. Unused capacity expires at the end of the month and does not roll over to the next month.

MICROSOFT SOCIAL ENGAGEMENT PROFESSIONAL CAPACITY
Microsoft Social Engagement deployments include 10,000 posts per month, per tenant. Unused posts expire at the end of the month and do not roll over to the next month. Additional capacity is available for purchase as a subscription add-on to Microsoft Dynamics Online Professional USL or Microsoft Social Engagement Professional stand-alone USL in increments of 10,000, 100,000 and 1 million additional posts per month.

Optional Add-ons
If you require additional subscription capacity (such as additional instances or storage), you can include the addon licenses to your subscription.
Subscription add-ons apply across an entire organization; they are not tied to a specific user. Subscription addons can be purchased at any time and remain a part of the subscription for the remainder of the subscription term.

PRODUCTION INSTANCE ADD-ON
The Production Instance Add-On is well suited for multi-instance deployments such as departmental applications configured within an organization. Licensed users associated with a Microsoft Dynamics CRM Online subscription can access the default Microsoft Dynamics CRM Online instance included in the subscription, and every Microsoft Dynamics CRM Online additional instance associated with the same tenant.
The Production Instance Add-On license does not include any default storage capacity.

NON-PRODUCTION INSTANCE ADD-ON
The Non-Production Instance Add-On is well suited for deployments such as test environments, training applications, and sandbox environments configured within an organization. Licensed users associated with a Microsoft Dynamics CRM Online subscription can access the default Microsoft Dynamics CRM Online Non-Production instance included in the subscription, and every additional Non-Production instance associated with the same tenant. The additional Non-Production Instance Add-On license does not include any default storage capacity.

MICROSOFT DYNAMICS CRM ONLINE PORTAL ADD-ON
The Dynamics CRM Online Portal Add-On provides you the capability to extend your CRM scenarios into cloud hosted web portals, each of which is easily configurable for your employees, partners and customers.
This is available as an add-on subscription license sold on a per-portal basis, for production or non-production use.
This add-on requires a pre-existing Microsoft Dynamics CRM Online subscription. Each Portal may only be associated with one instance and one language.
Internal users indirectly accessing Microsoft Dynamics CRM Online application data via a Portal are required to have the appropriate license.
The Microsoft CRM Online Portal Add-On includes the following capacity for each portal, with additional capacity available for purchase as a subscription add-on to Microsoft Dynamics CRM Online Professional or Enterprise USLs in the increments shown below. Unused capacity expires at the end of the month and does not roll over to the next month.

DYNAMICS CRM ONLINE, DYNAMICS MARKETING, AND PARATURE ADDITIONAL STORAGE ADD-ONS
The Additional Storage Add-On provides flexibility to increase the storage capacity associated with your Microsoft Dynamics Online subscription in increments of 1 GB per Additional Storage Add-On license, up to 5,000 GB (5 TB) of storage.

Note: The subscription storage corresponding to a customer subscription is tracked against all the Microsoft Dynamics CRM Online instances associated with the tenant.

DYNAMICS MARKETING EXTRA MESSAGES ADD-ON
The Extra Messages Add-On provides additional capacity to a Microsoft Dynamics Marketing subscription in increments of 10,000 email messages per month. On the first day of the month, the number of purchased extra messages are added to the included capacity of 50,000 messages. All unused messages expire at the end of each month.

DYNAMICS MARKETING MOBILE MARKETING ADD-ON
The Mobile Marketing Add-On provides capacity to a Microsoft Dynamics Marketing or Microsoft Dynamics CRM Online Enterprise subscription in increments of 10,000 credits per month. The redemption rate of credits per SMS varies depending on the destination country, and is subject to change based on prevailing SMS messaging rates.

DYNAMICS MARKETING MOBILE MARKETING DEDICATED SHORT CODES
For SMS messages sent to the US or Canada, purchase of a dedicated short code is required before they can be sent. This can be purchased through Microsoft, with an additional customer amendment obtained through Microsoft’s Business Desk, or if a customer pre-owns a dedicated short code, they can use that.
Once a dedicated short code is obtained and configured, keywords can be created and customer numbers can be collected. For dedicated short codes, there is no limitation on keywords. For SMS messages sent to UK and Singapore, a shared short code can be used. The number of available keywords is based on total credits purchased.
This is counted as total active keywords at one time.

SOCIAL ENGAGEMENT ADDITIONAL POSTS ADD-ON
The Additional Posts Add-On provides additional capacity to a Microsoft Social Engagement subscription in increments of 10,000, 100,000, and one million posts per month. On the first day of the month, the number of purchased additional posts is added to the included capacity of 10,000 posts. All unused posts expire at the end of each month.

PREMIUM SUPPORT OFFERINGS
Microsoft Dynamics CRM Online, Microsoft Dynamics Marketing, Microsoft Social Engagement, and Parature, from Microsoft offers four levels of subscription support offerings—Subscription, Enhanced Support, Professional Direct Services and Premier Services—each of which provides increasing benefits. The support offering allows you the flexibility to choose the offering that best fits your support needs.
• Subscription: Support is included in the base subscription for all Dynamics CRM Online, Microsoft Dynamics Marketing, Microsoft Social Engagement and Parature, from Microsoft customers, and provides small and medium businesses with unlimited technical support incidents, accelerated response times and access to subject matter experts to help creatively solve technical issues.
• Enhanced Support: Provides support for small and medium businesses, providing faster response times, and E-Learning development materials.
• Professional Direct Support: Provides first-class support designed especially for mid-sized customers that require elevated support, access to experts, Service Delivery Management, case wellness, enhanced service interruption event handling, limited onboarding services, advisory cases and educational events.
• Premier Support: Provides support for complex or business-critical applications with mentoring, technical account management, dedicated support engineers and onsite services.
The following provides a summary of the benefits associated with each of the support levels, with price points in U.S. Dollars.

Notes:
• Premium Support offerings will be available for purchase only for customers enrolled in MOSP, EA, EAS, and EES licensing programs.
• Customer can only choose one Premium Support offering. Mixing and matching support offerings is not allowed.
• Enhanced or Professional Direct Support rights require each user licensed with Microsoft Dynamics CRM Online USL (or equivalent service) to also be licensed for that support option.
o Example: Customer purchases 3 Essential, 2 Basic and 5 Professional USLs for Microsoft Dynamics CRM Online for a total of 10 seats of CRM Online. The customer’s needs best fit the Enhanced Support plan. The purchase must include 10 seats of Enhanced Support.
o Example: Customer purchases 55 Professional and 5 Essential USLs for a total of 60 seats of CRM Online. The customer’s needs best fit the Professional Direct Support plan. The customer will be automatically charged for 100 seats of Professional Direct support when purchasing via MOSP, to meet the minimum threshold for the support offering. When purchasing through Volume Licensing, ensure the minimum threshold is entered when placing the order.
• Premium Support offerings are available with the following configurations:
o Stand-alone for Parature, from Microsoft, Microsoft Dynamics Marketing, Microsoft Social Engagement or Microsoft CRM Online
o Sold with Microsoft Dynamics CRM Online Enterprise, which also unlocks capabilities for Microsoft Dynamics Marketing, Microsoft Social Engagement and Parature, from Microsoft
o Sold with Microsoft Dynamics CRM Online Professional, which also includes support for Microsoft Social Engagement (if customer has greater than 10 CRM Online Professional USLs)

Example: Customer purchases 15 Professional USLs for Microsoft Dynamics CRM Online and receives an equivalent amount of Microsoft Social Engagement USLs. Customer purchases Enhanced Support for Microsoft Dynamics CRM Online. Customer will receive the Enhanced Support benefits across all both services.

Stepping-up to a Higher Level Support Plan
Volume Licensing customers can step-up from a lower level plan to higher level plan using step-up licenses. The following step-up licenses are available through the applicable Volume Licensing programs:
• Microsoft Dynamics CRM Online Step-Up from Enhanced Support for Microsoft Dynamics CRM Online to Professional Direct Support for Microsoft Dynamics CRM Online
• Microsoft Dynamics Marketing Step-Up from Enhanced Support for Microsoft Dynamics Marketing to Professional Direct Support for Microsoft Dynamics Marketing
• Microsoft Social Engagement Step-Up from Enhanced Support for Microsoft Dynamics Social Engagement to Professional Direct Support for Microsoft Social Engagement
• Parature, from Microsoft Step-Up from Enhanced Support for Microsoft Dynamics Social Engagement to Professional Direct Support for Parature, from Microsoft

Support Policies
Microsoft guarantees support in International English and provides local language support in select markets around the world wherever possible.Response times for technical support incidents vary by case severity. Definitions are included in Appendix C.

Adding Access to Microsoft Dynamics CRM Online for Microsoft Dynamics CRM On-Premises Users via the USL for Software Assurance

If you have Microsoft Dynamics CRM CALs covered by active Software Assurance (SA), you can add access to Microsoft Dynamics CRM Online by acquiring the USL for SA licenses, thus protecting your on-premises investments in Microsoft licensing, and permitting you to maintain non-perpetual rights to online service for the duration of your service agreement.
USLs for SA are available for purchase through the Microsoft Volume Licensing Enterprise Agreement, Enterprise Subscription Agreement, and Enrollment for Education Solutions (under a Campus and School Agreement).
For each User CAL or Device CAL to which you assign a USL for SA, you will receive a CRM Online USL.
Pricing for the USL for SA is set to provide credit for your SA investment.

Notes:
• The USL for SA must be used for the same user of the User CAL. The USL for SA cannot subsequently be transferred to another user unless the corresponding CAL is also transferred to the new user.
• The USL for SA level will correspond to the CAL level. For instance, a Professional CAL with USL for SA will be granted the Professional USL use rights.
• Device CALs that you have purchased as part of an Enterprise Agreement or Enrollment qualify USL for SA on a 1:1 basis: One Device CAL qualifies for one USL for SA.

The USL for SA model includes two parallel agreements:

1. A new or existing Software Assurance agreement that the customer will continue to maintain and renew, and
2. An additional USL for SA License Agreement that provides rights to the Microsoft Dynamics CRM Online service.
   The following Microsoft Dynamics CRM Online USL for SA licenses are available for Microsoft Dynamics CALs active on Software Assurance:

Transitioning from Microsoft Dynamics CRM CALs to USLs under the Enterprise Agreement

As part of ongoing efforts to simplify licensing and respond to partner and customer feedback, Transitions have been removed from November 2015 Enterprise Agreement Enrollments. CRM Online “For SA” Add-ons, which recognize customer investments in on-premises licensing, are the recommended path for customers interested in licensing Microsoft Dynamics CRM Online services during the term of their Enrollment.
Transitions will remain available as quoted for customers with active Enrollments (versions 2011 through 2014) for the remainder of their Enrollment term.

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