Expert D365 Support,
Always On Your Side
Flexible, SLA-backed managed support for your Microsoft Dynamics 365 CRM — delivered by certified architects and consultants who know your platform as well as you do. Resolve issues faster, prevent problems before they happen, and keep your CRM running at its best.
Your CRM Platform Deserves More Than a Helpdesk Ticket
Our D365 Managed Support Service gives your organisation a dedicated team of Microsoft-certified consultants who act as an extension of your own IT function — proactively monitoring your platform, resolving issues at pace, and preventing problems before they impact your users.
Unlike a break-fix support contract, our managed service is continuous and proactive. We stay close to your environment, prepare you for Microsoft wave releases, and help you get more value from your CRM investment month after month.
All engagements are backed by a formal Service Level Agreement, with named contacts, transparent reporting, and a dedicated escalation path.
Proactive, Not Reactive
We monitor your environment continuously, flagging issues before they become incidents and ensuring Microsoft wave updates never catch you off-guard.
Named Consultants — Not a Call Queue
You get a dedicated named consultant who knows your platform, your users, and your business. No starting from scratch every time you raise a ticket.
SLA-Backed & Transparent
Every support tier comes with a formal SLA, monthly reporting, and a clear escalation path — so you always know what to expect.
More Than Break-Fix
Managed support includes configuration changes, minor enhancements, release readiness, and user training — not just incident resolution.
Choose the Right Level of Support
Three clearly defined support tiers designed to match your organisation's size, criticality of operations, and appetite for proactive engagement.
Core incident support for organisations with straightforward D365 deployments who need reliable, SLA-backed cover without the overhead of a full managed service.
A full managed support service with a named consultant, proactive monitoring, and a monthly bank of hours for configuration changes and minor enhancements.
Full-service managed support for complex, mission-critical D365 deployments — with 24/7 critical cover, a dedicated architect, and a generous monthly development allowance.
Everything Covered Under Managed Support
Our managed support goes far beyond logging tickets. Here's what you can expect from your support team every month.
Incident Management
Rapid response to CRM incidents — from form errors and workflow failures to data corruption and integration outages — with full root cause analysis and documentation for every critical ticket.
Proactive Health Monitoring
Continuous automated monitoring of your D365 environment — plugin performance, integration health, storage thresholds, and system job failures — with proactive alerts before users notice an issue.
Wave Release Management
Full review of each Microsoft wave release and update notes, impact analysis against your customisations, sandbox regression testing, and a clear rollout recommendation — so you're never surprised by an update.
Configuration & Minor Changes
A monthly bank of hours for configuration changes, view updates, business rule adjustments, dashboard creation, and minor workflow amendments — handled by your named consultant without the need to raise a separate project.
User Support & Training
First-line support for end-user queries, how-to guidance, and functional questions — plus structured onboarding sessions for new users and refresher training when new features roll out.
Monthly Reporting & Reviews
Clear monthly service reports covering ticket volumes, SLA performance, open issues, and upcoming risks — with a regular review call with your named consultant to discuss priorities and platform direction.
The Hidden Cost of Under-Supported D365
These are the most common frustrations organisations face when relying on ad-hoc or vendor-only support for their Dynamics 365 CRM.
Incidents sat unresolved for days
Microsoft's standard support tiers can take 24–72 hours to respond to issues that are actively blocking your sales or service teams — costing you revenue and credibility.
Wave updates breaking your platform
Microsoft releases two major waves per year. Without a team actively preparing your environment, each update is a risk of unexpected customisation failures and downtime.
Explaining your platform from scratch every call
Revolving-door support teams with no context on your environment mean every ticket starts with hours of background-setting before any real work begins.
Small changes taking weeks to deliver
Every minor CRM change — a new field, an updated form, a modified workflow — requires a new project, a new statement of work, and months of wait time.
No visibility into what's happening
No regular reporting, no platform health trends, and no early warning when things are going wrong — leaving you flying blind on CRM performance and stability.
Growing user frustration & low adoption
Users with nowhere to turn for functional support find workarounds, stop using the CRM properly, or raise noise with senior leadership — eroding the value of your investment.
From Sign-Off to Full Support in 2 Weeks
Our onboarding is structured to get you protected quickly, without disrupting your team — and to ensure your support consultant understands your platform from day one.
Discovery & Scoping
We start with a structured onboarding call to understand your CRM environment, current pain points, team structure, and priorities. We agree service tier, response protocols, and escalation contacts — and introduce your named consultant.
Platform Familiarisation
Your consultant is granted access to your environment and conducts a structured review — documenting your solution structure, integrations, key customisations, and any known issues. This knowledge base becomes the foundation of your support service.
Ticketing & Processes Go Live
Your ticketing portal is activated, contact details shared with your team, and monitoring alerts enabled. We hold a handover call with your users to walk through how to log tickets, what to expect, and how to escalate. Full SLA cover begins.
Continuous Support & Monthly Reviews
From here, your consultant is your CRM partner — resolving incidents, delivering configuration changes, reviewing wave releases, and meeting with you monthly to discuss performance, upcoming work, and platform direction. Regular reporting keeps you fully informed.
What Clients Experience After Moving to Managed Support
Typical improvements reported by organisations that have transitioned from ad-hoc or vendor-only support to our Managed Support Service.
Who Managed Support Is Designed For
IT Teams Without a D365 Specialist
Your IT function covers a wide remit but has no in-house Dynamics 365 expertise. Managed support fills that gap with certified CRM consultants on demand.
Post-Implementation Stabilisation
You've recently gone live with D365 and need hypercare-style support to stabilise the platform, resolve teething issues, and support users during adoption.
Transitioning Between Partners
Your current implementation partner is unavailable, unresponsive, or you've had a difficult experience — managed support provides stable continuity and a fresh start.
Complex Enterprise Deployments
You operate a multi-module, multi-geography D365 environment and need a support service that has the depth and capacity to match that complexity — including 24/7 critical cover.
Rapidly Growing Businesses
Your user base is expanding, new modules are being added, and your CRM needs to evolve quickly. Managed support provides the continuity and change capacity to keep pace.
Regulated Industries
Your organisation operates in financial services, healthcare, or another regulated sector where CRM availability, data access controls, and audit trails must be actively managed and evidenced.
Frequently Asked Questions
Get a Managed Support Quote
Tell us about your environment and we'll put together a tailored proposal within two business days — including a recommended service tier, indicative pricing, and a suggested onboarding timeline.
Not sure which tier is right? Just fill in the form and we'll advise you on the most appropriate level of support during your discovery call.
Request a Support Proposal
We'll respond within two business days.
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