Dynamics 365 Support Services
Priority 1 tickets answered in under 3 hours.
service-level-agreement-backed support for Business Central, Dynamics 365 Finance, and Dynamics 365 Supply Chain. Priority 1 average response: 2.8 hours. One named consultant. Zero generic queues.
What is Dynamics 365 support? It is an ongoing service contract where a Microsoft-certified partner handles break-fix incidents, configuration questions, service-level-agreement-governed Priority 1 outages, and proactive system health monitoring for your live Dynamics 365 environment. Redefine assigns a named primary consultant to every account so you speak to someone who already knows your setup, not whoever picks up the phone.
Submit your brief, call within 48 hours, scoped Statement of Work in 3 days, support live within 10 days of sign-off.
Your team's time investment on an active support retainer is typically 1 to 2 hours per week, one monthly review call, async ticket updates, and quarterly roadmap input. We handle everything else.
2.8hr
Average Priority 1 response across all active support contracts
0
Service-level-agreement breaches across 23 months of ParkView Group support
4.9/5
Client satisfaction rating across 47 engagements
1
Named consultant per account. No shared queue, ever.
Microsoft Gold Partner
Business Central, Finance, Supply Chain, Project Operations
Named consultant every ticket
Documented service-level-agreement in every Statement of Work
Business Central, Finance, Supply Chain, Project Operations
Priority 1 average response: 2.8 hours
30-day termination-for-cause clause
The Support Problem
Most Dynamics 365 Support Means Waiting In A Queue
- Ticket routed to a stranger every timeNo context. You explain your setup from scratch on every call. Time wasted, problem compounded.
- Service-level-agreement printed in the contract, invisible in practiceMost partners publish response times. Few measure them. Fewer still publish actual averages.
- Break-fix only, no proactive lensIssues surface in production because no one reviewed update waves, hotfixes, or capacity before they hit.
- Scope ambiguity leads to surprise invoicesTime-and-materials support means every question is a billable event. Finance teams hate this. It also delays tickets because users self-censor.
The Redefine Approach
How We Make Support Actually Work
- Named primary consultant. Named backup.You are assigned to a specific consultant who reads your runbook before your first ticket, matched to your module stack (Business Central, Finance, or Supply Chain and Project Operations).
- Priority 1 response in the Statement of Work, enforced in practiceOur contract says Priority 1 response within 4 hours. Our actual average is 2.8 hours. Both numbers are in writing.
- Monthly update-wave review, not just firefightingBefore every Microsoft release cycle, your consultant reviews change impact against your customizations. Problems caught pre-production.
- Fixed monthly fee. Predictable budget.Every support tier is a fixed monthly figure. No per-ticket billing. No surprise invoices. Finance can plan the year.
Support Plans
Three Tiers. One Named Consultant. All In Writing.
Choose the coverage level that matches your risk tolerance and development roadmap. All tiers include a named primary consultant and documented service-level-agreement terms.
Value calculation: downtime hours avoided per quarter, multiplied by your average revenue per hour, less the fixed monthly fee equals the net protection value. Most Managed tier accounts pay back the retainer within the first prevented outage.
Essential
Break-Fix Coverage
Reactive ticket resolution for stable environments with occasional issues. Month-to-month, no long-term commitment.
Named primary consultant assigned
Priority 2 and Priority 3 service-level-agreement: 8-hour response
Up to 8 tickets per month
Monthly system health summary
No Priority 1 service-level-agreement guarantee
No proactive update review
Most common
Managed
Service-Level-Agreement Backed Retainer
Full Priority 1 service-level-agreement, proactive monitoring, and update-wave reviews. The right tier for business-critical environments.
Named primary plus named backup consultant
Priority 1 service-level-agreement: 4-hour response (average 2.8 hours actual)
Unlimited Priority 2 and Priority 3 tickets
Bi-weekly Microsoft update-wave review
Monthly optimization call (60 minutes)
30-day termination-for-cause clause
Strategic
Retainer Plus Development
Everything in Managed plus banked development hours for enhancements, integrations, and custom reporting.
Everything in Managed
20 banked development and configuration hours per month
Hours roll over up to 90 days
Quarterly roadmap planning session
Dedicated architect access for major changes
Priority 1 service-level-agreement: 2-hour contractual response
Submit your brief, call within 48 hours, scoped Statement of Work in 3 days, support live within 10 days of sign-off.
The service-level-agreement is in the contract. So is the exit clause.
Every Managed and Strategic Statement of Work includes this clause verbatim: "Client may terminate this agreement within 30 days' written notice if Redefine Innovations fails to meet documented Priority 1 response targets in any two consecutive months." We have never been terminated under this clause.
Onboarding Process
From Signed Statement Of Work To First Ticket Resolved In 10 Days
Support engagements fail when the partner learns your system after you file the first Priority 1. We read the runbook before we take the retainer.
1
Day 0 · 30 Minutes
Discovery Call
Your named consultant joins. We document modules, user count, customizations, and pain points. No questionnaire forms.
2
Days 1 to 5
Configuration Audit
Consultant reviews your environment, documents customizations and open issues, and identifies risk areas. Billed flat, credited against month one.
3
Days 5 to 7
Statement Of Work And service-level-agreement Sign-Off
Fixed-price Statement of Work delivered with documented Priority 1, Priority 2, and Priority 3 definitions, response times, escalation paths, and termination-for-cause clause.
4
Day 10
Handover And Go-Live
Ticketing channel activated. Runbook signed off. Monitoring configured. Your consultant is live and ready. First ticket handled same day if needed.
Module checklist: documenting your environment
Business Central (version 22.x)Confirmed
Shopify integration (bidirectional)Confirmed
Custom AL extensions (3 active)Review needed
Power BI reports connectedConfirmed
Current service-level-agreement documentationMissing
Consultant assigned: Varshil P. (Business Central plus Finance specialist, 11 years)
14
Items reviewed
3
Risk items
11
Stable
Risk items flagged
Custom dimension code conflict in AL extension v1.2
Update wave 2024 W1 not reviewed against customizations
Shopify application programming interface token will expire in 18 days
Documented service-level-agreement terms
Priority 1 (system down)4-hour response, 8-hour resolution
Priority 2 (major function impaired)8-hour response, 24-hour resolution
Priority 3 (minor issue or question)1 business day response
Termination-for-cause clause included in Section 8.3
Support contract live. Monitoring active.
Your support team
Primary
Business Central plus Finance specialist
Backup
Supply Chain plus Project Operations
First ticket can be raised today. Response within 4 hours guaranteed.
Coverage Scope
What Is In Scope
Coverage area
Managed
Strategic
Break-fix incident resolution
Priority 1 service-level-agreement guarantee (4-hour or 2-hour)
Proactive update-wave review
Configuration changes and tuning
AL extension development
Integration support and debugging
Power BI and reporting development
Quarterly roadmap planning
Ideal Fit
Four Situations Where This Support Model Works
Post-go-live, no internal Dynamics 365 resource
You went live 3 to 18 months ago. Your implementation partner has moved on. Your internal team handles day-to-day but cannot handle Priority 1 events or quarterly update waves without outside help.
Current partner is unresponsive or expensive
Your existing support agreement does not include an service-level-agreement, or the service-level-agreement is not enforced. You are paying for time and materials at rates that make it uncomfortable to raise non-critical issues.
Active development backlog alongside live operations
You need both a stable break-fix layer and a development resource to work through your configuration and integration backlog. The Strategic tier handles both in one retainer.
Inherited a system your team did not build
You acquired a company, changed enterprise resource planning partners, or inherited a prior implementation. Your team does not know the customizations. Our onboarding audit documents everything before we assume support.
Named Consultants
You Know Who Is On Your Account
Every retainer assigns a named primary and a named backup. The primary reads your runbook before onboarding. The backup is briefed on your setup before the primary takes a day off.
Primary Consultant
Business Central, Dynamics 365 Finance: 11 years, 23 implementations
MB-800MB-300PL-900
Business Central and Dynamics 365 Finance specialist. Assigned to most Business Central and Finance support accounts.
Supply Chain Specialist
Dynamics 365 Finance, Supply Chain, Project Operations: 9 years, 14 implementations
MB-300MB-330MB-500
Dynamics 365 Finance, Supply Chain, and Project Operations specialist. Assigned to supply chain and project-heavy accounts.
Supported Modules
What We Actively Support
- Dynamics 365 Business CentralFinance, inventory, manufacturing, warehouse, projects, fixed assets
- Dynamics 365 FinanceGeneral ledger, accounts payable, accounts receivable, budgeting, consolidations, multi-entity, multi-currency
- Dynamics 365 Supply Chain ManagementMaterial requirements planning, production scheduling, warehouse management, transportation, demand planning
- Dynamics 365 Project OperationsProject contracts, billing, resource scheduling, time and expense, profitability tracking
Priority 1 ticket resolved: Business Central production outage, 2.1 hour responseUpdate wave 2025 W1 reviewed for 8 accounts: 0 regressionsDynamics 365 Finance Priority 2: accounts payable posting error resolved in 5.8 hoursStrategic retainer: 18 development hours used this sprint, inventory modulePriority 1 ticket resolved: Business Central production outage, 2.1 hour responseUpdate wave 2025 W1 reviewed for 8 accounts: 0 regressions
Case Studies
Dynamics 365 Support Outcomes From Real Engagements
Dynamics 365 Business Central
Dynamics 365 Streamlines Cross-Platform Operations
Challenge. Inventory, orders, and customer data were fragmented across multiple systems, creating inefficiencies, data inconsistencies, and increased operational overhead with no clear path to scalability.
Solution. A tailored Business Central environment was configured with two-way Shopify and Uniform Market integrations, a third-party logistics warehouse connection, and Microsoft automation tools to replace manual deployments.
Result: Streamlined inventory management, order processing, and cross-platform data sync. Manual effort reduced significantly.
Microsoft Dynamics 365 (enterprise resource planning)
Digital Overhaul Propels Multi-Channel Retailer To $70M
Challenge. Unified data was needed across multiple systems and sales channels. Operational complexity across inventory, orders, and fulfillment limited efficiency and decision-making speed.
Solution. Dynamics 365 (enterprise resource planning) was integrated with Power BI for real-time dashboards. A multi-channel .NET commerce solution was developed with advanced fabric calculators and dye lot matching.
Result: Annual revenue scaled to over $70 million. Real-time analytics improved operational efficiency across all channels.
Dynamics 365 Finance And Operations
Dynamics 365 Finance and Operations Global Enterprise Resource Planning Rollout: 19 Legal Entities Unified
Challenge. Decentralized architecture across 19 global entities hindered comprehensive analysis. Reporting tools lacked customization and mobile support. Integrating all branches for consolidated financial reporting was a critical gap.
Solution. All 19 global legal entities were migrated onto a single Dynamics 365 Finance and Operations platform. Power BI was connected to Dynamics 365 Finance and Operations, Field Service, SQL, and Excel for comprehensive business intelligence reporting.
Result: All 19 global entities unified. Multi-level workflow automation deployed. Project-wise budget control with minimal human intervention.
Dynamics 365 (enterprise resource planning) Plus Power BI
Revenue Scales From $14M To $90M With Dynamics enterprise resource planning Integration
Challenge. No unified visibility across 30 stores and over one million inventory items. Manual processes and fragmented integrations slowed decision-making.
Solution. Custom Power BI dashboards connected to Dynamics 365 (enterprise resource planning) and customer relationship management. RESTful application programming interfaces integrated the enterprise resource planning system with mobile applications. Headless ecommerce introduced for centralized inventory.
Result: Annual revenue grew from under $14 million to over $90 million through automation, unified reporting, and streamlined workflows.
Dynamics 365 Finance And Operations Technical Support
Dynamics 365 Finance and Operations Stabilization: Closing Gaps After A Prior Implementation
Challenge. Standard Dynamics 365 Finance and Operations was live but technical gaps remained. Costing ran through spreadsheets. Enterprise asset management was not connected. User security roles were creating complexity.
Solution. A Price Workbench extension was developed for in-system costing. Enterprise Asset Management was deployed across four sites with Extended Data Security implemented for data protection.
Result: All critical technical and functional gaps resolved. Multi-site Enterprise Asset Management integration eliminated data silos across all four locations.
Related Services
Other Ways Redefine Can Help
Dynamics 365 Implementation
Fixed-price Statement of Work. 14-week average go-live.
View Service
Managed Services
Full managed enterprise resource planning operations with service-level-agreement governance.
View Service
Dynamics 365 Consulting
Strategy, process design, and architecture advisory.
View Service
30-Day Assessment
Full system audit with documented remediation plan.
View Package
Frequently Asked Questions
Common Questions About Dynamics 365 Support
If a question is not covered here, ask it on the discovery call. We will answer it before the Statement of Work.
Dynamics 365 support covers break-fix incident resolution, service-level-agreement-backed ticket handling, named consultant access, proactive update-wave monitoring, and ongoing configuration optimization. Scope varies by tier: Essential covers break-fix and Priority 2 and Priority 3 tickets. Managed adds Priority 1 service-level-agreement, unlimited tickets, and update reviews. Strategic adds banked development hours and quarterly roadmap planning.
Managed tier: contractual Priority 1 response within 4 hours. Strategic tier: contractual Priority 1 response within 2 hours. Actual average across all active Managed and Strategic contracts is 2.8 hours. That average is published because we track it per account and include it in quarterly reviews.
Yes. Every retainer assigns a named primary consultant and a named backup. The primary is your main contact and handles most tickets. The backup is briefed on your setup so they can step in without asking you to re-explain your environment. You are never passed to a generic support queue.
Yes. We perform a paid onboarding assessment to document your configuration, customizations, integrations, and open issues before assuming support. This is billed at a flat rate and completed within 10 business days. The output is a runbook that the assigned consultant owns going forward.
We support Dynamics 365 Business Central, Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and Dynamics 365 Project Operations. We also support Microsoft Dynamics NAV environments under extended support. We do not currently support Dynamics 365 Customer Engagement, Marketing, or Field Service modules independently of a Finance or Business Central engagement.
Managed and Strategic tiers are 12-month agreements with a 30-day termination-for-cause clause. Essential (break-fix) is available on a month-to-month basis with 30-day notice for cancellation. There are no long-form lock-ins on Essential.
On the Strategic tier, unused development and configuration hours roll over for up to 90 days. This means a quiet month can bank time toward a larger project the following quarter. Essential and Managed tiers do not include banked hours as they are incident-based retainers rather than time-and-deliverable models.
Fit Check
Is This Support Model The Right Fit For You?
Good Fit When
- You went live on Dynamics 365 in the last 3 to 18 months and your implementation partner has moved on.
- Your team handles day-to-day operations but needs outside help on Priority 1 events and update waves.
- You need a fixed monthly fee and a documented service-level-agreement your finance team can plan against.
- You want a named consultant who reads your runbook before the first ticket, not a generic queue.
- You have an active development backlog and want the same partner handling support and enhancements.
Not A Fit If
- You only need a one-time fix and no ongoing engagement. Look at our 30-Day Assessment instead.
- You are pre-go-live and looking for an implementation partner. Implementation lives in a separate engagement.
- Your environment runs Dynamics 365 Customer Engagement, Marketing, or Field Service in isolation. We support those only alongside Finance or Business Central.
- You want pay-per-ticket time and materials only. Our retainers are fixed monthly fees, not hourly billing.
Not sure? Tell us your situation in the form below and we will be straight with you.
Book A Support Call
30-Minute Call. Walk Away With A Recommended Tier And Scope Outline.
Tell us your Dynamics 365 version, module stack, user count, and biggest current pain point. We will recommend the right tier, give you a monthly price range, and outline what the onboarding audit would cover.
No commitment. No pitch.
- Named consultant on the call, not a sales representative
- Statement of Work delivered within 3 business days of call
- Support live within 10 days of signed Statement of Work
Submit your brief, call within 48 hours, scoped Statement of Work in 3 days, support live within 10 days of sign-off.
Tell us about your environment
Brief received. Your named consultant will respond within 1 business day.
Call within 48 hours, proposal in 3 days, support live within 10 days of sign-off.
Response in 48 hours
From submission
Proposal in 3 days
Scoped Statement of Work
47 support engagements
4.9 out of 5 rating
You own the code
Full handover at exit