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What sits inside our Dynamics 365 support services
- ✓A ticket desk by email and portal, where every request gets a reference, an owner and a written resolution.
- ✓Triage that separates how-do-I questions, defects in your configuration, Microsoft platform issues and new requests.
- ✓Raising and following Microsoft support cases on your behalf when the fault is in the product, not your setup.
- ✓User administration: new starters, leavers, security roles, business units, teams and license assignment.
- ✓Environment housekeeping: sandbox copies, backups before risky changes, storage checks and solution deployments.
- ✓Small changes such as a new field, view, form tweak, report column or flow adjustment, logged and tested before release.
- ✓A regular summary of tickets, recurring problems and suggested fixes, so the same issue does not come back every month.
- ✓A current record of your environments, extensions, integrations and admin contacts, updated whenever something changes.
- ✓Short written how-to notes for questions that keep coming up, so new staff can answer them without raising a ticket.
Release waves: the part of Dynamics 365 support nobody plans for
Microsoft ships two release waves a year, one starting in April and one in October. Smaller service updates land in between. Features arrive, screens change, and Microsoft retires older capabilities on announced dates. For a company without an internal Dynamics team, these waves are the most common source of surprise.
Ahead of each wave, we read Microsoft's release plans for your apps and flag anything that touches your setup. We then turn on early access in a sandbox and run your key business scenarios as regression tests. We also check custom plug-ins, scripts, flows and integrations. Then we fix anything that breaks before the update reaches production.
You also get a short note on what is new and worth switching on. Each wave usually includes something that would save your team real effort, if only someone told them.
The life of a support ticket
- 1
Logged
The user describes the problem with a screenshot. The ticket gets a reference number and a priority. That priority depends on how many people are stuck and whether money or customers are at stake.
- 2
Reproduced
We reproduce the issue in a sandbox where possible, so we prove the fix before anyone touches production.
- 3
Fixed or escalated
We fix configuration faults ourselves. Product faults go to Microsoft with our findings attached, and we chase the case until it closes.
- 4
Confirmed and recorded
The user confirms the fix. We write the resolution into the ticket, so the next person with the same question finds the answer.
Who handles what: our Dynamics 365 support desk or Microsoft
Common Dynamics 365 support services questions
Can you support a system another partner implemented?
Yes, and most support customers come to us this way. We begin with a handover assessment: environments, solutions, custom code, integrations, security roles and known issues. You get a written summary of what we found, including anything risky. Only then do we take on the tickets.
How is support priced and sized?
We do not publish rates or bundle sizes. The right shape depends on your apps, user count, integrations and how much change you expect. The scoping call covers that, and we agree the terms in writing before support starts. Either way, we log every ticket and change, so you always see where the effort went.
What counts as a small change versus a project?
A small change is a contained adjustment such as a field, a view, a form layout, a report column or a simple flow. It needs no process redesign to build and test. We scope bigger work separately, such as anything that alters how a department works, touches several integrations or needs new code. We tell you which side of the line a request falls on before starting.
Do you cover Business Central as well?
Yes. Business Central uses its own admin center and AL extensions rather than Dataverse solutions. However, the support model is the same: a ticket desk, release-wave testing and small changes under change control. One desk can cover Business Central and your Dataverse apps.
Will we still need someone internal?
You will want a named person on your side who knows the business processes and can approve changes. That person does not need to be a Dynamics 365 administrator. We handle the technical side and keep them informed, so decisions stay with the business.
Talk to us about your project.
Tell us what you run today and what has to change. A senior consultant replies with a written next step.