System support

System support

Microsoft Dynamics 365 for Operations is a thoroughbred ERP system. You spent a lot of time and effort to implement it and you deserve the best possible post-implementation service.

We will provide just that – gold-standard support services with the skills and knowledge to resolve any issue. Our support consultants have extensive experience implementing and supporting all Dynamics 365 for Operations (formerly Microsoft Dynamics AX) modules and our developers can cope equally well with defects and changes in both standard and bespoke code.

Transferring support to us

If you transfer your system support contract to us, we will undertake an initial health check of your Microsoft Dynamics 365 system and will bring any outstanding issues in the code and deployment to your attention.

Bespoke work undertaken by another Dynamics reseller can also be supported following this review. We are able to sell additional Dynamics 365 subscriptions as indicated by the annual Microsoft audit. For annual Business Ready Enhancement Plan renewals, we will offer a first-year proportional credit against your help desk support contract as a thank-you for your custom.

Support services

Support is offered through a web-based reporting tool (Team Foundation Server), which is monitored during agreed working hours – which can include extended-hours support when needed. Our support manager will review your issue and diagnose the problem within a guaranteed period. Issues are logged and resolved on a graded level of severity as follows:

Priority code Target confirmation time Target diagnosis time Target fix time
Critical 15 minutes 1 hour 2 hours
High 30 minutes 2 hours 4 hours
Medium 2 hours 4 hours 24 hours
Low Next day 48 hours 6 days

If a code fix is required, this will immediately be referred to developers for estimation and execution.

Support costs

Our support agreements work on a contract basis, where a small monthly retainer is calculated based on the number of licenced users. We then agree the number of incidents and hours of support to be offered and provide these at the level established. Unused support hours can be rolled forward and used for other development.

Support scope

As well as your Microsoft Dynamics 365 system, we are also able to offer support and services for these related products:

  • Atlas reporting tool
  • SQL Server technical support
  • SharePoint services
  • SQL Server Reporting Services
  • Data migration services for Dynamics, SQL Server and Windows Server

Optional services

As a full-service Microsoft Dynamics Partner, we are happy to offer the following additional services:

  • On-site consulting support
  • Consultancy for new projects or change requests
  • Implementation support; e.g. data migration, change management, process reviews, on-site project rollout support, backfill cover, Microsoft Dynamics training
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Microsoft Dynamics Partner

Microsoft awards the highest status of gold partner in recognition of their “commitment, expertise, and the ability to succeed.”

  • Ability to ensure your project meets the business objectives
  • Expertise and track record of delivering projects of all sizes and complexity
  • Commitment to superior service and support
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