Q. Is there a cancellation fee for early termination of a Microsoft Dynamics™ CRM Online account?
There will be a $175 per user early termination fee for each user account on an active Microsoft Dynamics™ CRM Online subscription.   This fee is waived if a customer migrates from Microsoft Dynamics™ CRM Online to Microsoft Dynamics™ CRM 4.0 during their subscription period. For more details on the cancellation policy please refer to our cancellation policy.

Q. How do I upgrade from Professional Edition to Professional Plus Edition?
You may use the Upgrade Wizard to upgrade from a Professional 12 or 24 month edition to a Professional Plus 12 or 24 month offer.

Q. How do I downgrade from Professional Plus Edition to Professional Edition?
A downgrade from Professional Plus to Professional is not supported.

Q. How do I increase the length of my contract (12 to 24 months)?
You may use the Upgrade Wizard to increase your 12 month contract to a 24 month contract.

Q. How do I decrease the length of my contract (24 to 12 months)?
A decrease in contract length is not supported. The only exception is when you are upgrading to a Professional Plus account. For example, when upgrading your Professional 24 month account to a Professional Plus account, you may choose a 12 or 24 month subscription.

Q. How do I add more users to my subscription?
If you have unused licenses on your subscription and want to add users to the CRM system, you may use the Add Users Wizard:  

• In the Navigation Pane, click Settings, then Administration.
• On the Actions toolbar, click New. The Add Users wizard opens.
• If you work with more than one business unit, the Select Business Unit dialog box displays. Select the business unit you want to work with, and then click Next.
• On the Select Security Roles page, select one or more security roles, and then click Next.
• On the Add Users page, enter the user information, and then click Add. Repeat this step for all users you want to add, and then click Next.
• If, on the Select Security Roles page, you selected security roles for the new users, you can send an invitation now or send invitations later. Click Create New User.
• If you need to add more users, for example with a different set of security roles, click Add More Users. The wizard will start over.
• After adding all your users, click Close.

If you don’t have any available user licenses on your subscription (user invitations have been sent and accepted for all of your user licenses), then you must first add new user licenses before you can add a new user record to the CRM system. To add new licenses, use the Purchase User Licenses Wizard.
Once you have added new user licenses to your subscription, follow the steps above to add new user records in the CRM system and send invitations to users.

Q. How do I reduce the number of users on my subscription?
To disable a user in the CRM system:

• In the Navigation Pane, click Settings, then Administration, then Users.
• In the list of users, select the user record to disable.
• On the More Actions menu, click Disable to disable the selected user record.
• In the confirmation message, click OK.

Once the user record is disabled in the CRM system, you may remove the user license from the subscription by calling 877-CRM-CHOICE, as long as this reduction will not bring you below the minimum requirement of five user licenses.  Reducing the number of user licenses will result in cancellation fees.

Q.  How does a customer migrate to an on-premise version of Microsoft Dynamics™ CRM Online?
All paying customers of Microsoft Dynamics™ CRM Online will have the option of migrating to an on-premise instance of Microsoft Dynamics™ CRM 4.0. Customers will need to follow these steps when initiating an on-premise migration:

• Customer purchases CRM on-premise product and deploys it. This may require installation of hot-fixes in advance of importing Microsoft Dynamics™ CRM Online data.
• Customer contacts Microsoft Dynamics™ CRM Online customer service at 1-877-CRM-CHOICE to initiate an on-premise migration.  Each customer will need to present a valid Volume Licensing server key to the customer service agent as a proof of purchase in order to waive any early termination fees for their subscription.
• A copy of their SQL data bases are provided to customers via a secure download site.  Customers can request copies of their back-up a maximum of 3 times - allowing for migration testing or additional back-up.
• Customers will use the new “Import Organization” capability of Microsoft Dynamics™ CRM 4.0 to add their downloaded CRM database to their on-premise installation.
• Customers will then contact Microsoft Dynamics™ CRM Online Customer Service at 1-877-CRM-CHOICE to formally cancel their Microsoft Dynamics™ CRM Online service.

Take a look at Frequently Asked Questions on Microsoft Dynamics CRM Online's Overview and Features.