Tips for Submitting a Support Case to FMT Customer Care

FMT’s dedicated Customer Care team offers support services for a wide range of applications and IT solutions, including Microsoft Dynamics GP, Dynamics CRM, Office 365, SharePoint, NetSuite and SAP Business ByDesign.

Our Customer Care is here to assist you with any issues that arise with your technology solutions. Based on your FMT customer care agreement, we will prioritize our timely response to your issues anywhere from 1 to 3 hours upon receiving your request.

Don’t have a Customer Care agreement with FMT? Not a problem. We are happy to help you, however, you will wait up to an entire business day and pay a diagnosis fee of $175 for us to look into your issue.

Here are 4 ways you can reach the FMT Customer Care team

  1. Email (Preferred):
  2. Phone: (760) 930-6400 option 1
  3. Toll Free: (877) 245-6423
  4. Web:

Help Us Help You… Faster!

In order to help us help you faster, we recommend including the following information in your initial email to

  1. Your customer account name with FMT
  2. Application name and the version that you are currently running
    • Not sure where to get this? Here’s an example of how to gather the information for GP.
      • Go to the help icon (blue question mark) in the upper right corner and select “About Microsoft Dynamic GP”
        About Microsoft Dynamics GP
      • Provide the Microsoft Dynamics GP version information or take screen shot
        Dynamics GP Version Information
      • Environment where the issue occurs (production, test, development)
      • Screen shot of the error message, if applicable (a picture is worth 1,000 words)
        Dynamics GP ScreenShot
      • Repeatable steps taken to encounter the issue for replication and troubleshooting
        • For the error message above for example; Go to Purchasing >> Purchasing >> Payables
          Transaction Entry and attempt entering the required information to save
      • Description of issue and how you expect the application to work
      • Estimate date when the last time this feature worked properly
      • List any known changes or customizations to your environment
      • Functional user contact name, phone number and email (who experienced the issue?)
      • Technical user contact name, phone number and email (who can help implement the resolution?)

Once you have submitted your request, you will receive a case number confirmation by email for further communication with the support consultant assigned to your case. Please reply to this case email with additional information or questions so that your correspondence is automatically added to the case.

Providing as much pertinent information on your issues will help us to help you faster. Should you need to escalate your issue, please contact FMT Customer Care Manager, April Buck at If you are interested in purchasing a customer care agreement, please fill out the contact form below. We are here for YOU to make your day a little easier. Please let us know how we can assist you.

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