+1 480 485 7373
Microsoft Teams
What sits inside a support agreement
- ✓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.
Release waves: the part of support nobody plans for
Microsoft ships two release waves a year, one starting in April and one in October, with smaller service updates in between. Features arrive, screens change, and older capabilities are deprecated 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 the apps you use and flag anything that touches your setup. We then turn on early access in a sandbox, run your key business scenarios as regression tests, and check custom plug-ins, scripts, flows and integrations. Anything that breaks is fixed before the update is applied to production.
You also get a short note on what is new and worth switching on, because each wave usually includes something that would save your team real effort if someone told them it existed.
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 based on how many people are blocked and whether money or customers are affected.
- 2
Reproduced
We reproduce the issue in a sandbox where possible, so the fix is proven before anyone touches production.
- 3
Fixed or escalated
Configuration faults are fixed by us. 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. The resolution is written into the ticket so the next person with the same question finds the answer.
Who handles what when something goes wrong
Common support 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, because the right shape depends on your apps, user count, integrations and how much change you expect. The scoping call covers that, and the terms are agreed in writing before support starts. What we can say is that every ticket and change is logged, 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, which can be built and tested without redesigning a process. Anything that alters how a department works, touches several integrations or needs new custom code is scoped separately. 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, but the support model is the same: a ticket desk, release-wave testing and small changes under change control. Many customers run Business Central alongside a Dataverse app such as Sales. One desk can cover both.
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.