Managed support
A named team on call for your Business Central environment, with response times you agreed in advance rather than discovered during an incident.
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What managed support covers
Day to day it is the ordinary things: a posting that will not go through, a report that stopped matching, a new starter who needs permissions, a question about how something is supposed to work. Those arrive constantly and they are what determines whether people trust the system. Underneath that sits the work nobody asks for but everyone needs: watching the environment telemetry, checking that the scheduled jobs actually ran, testing your extensions against Microsoft's preview builds before each release, and keeping sandbox environments in step with production.
How it works in practice
You get a defined response time by severity, agreed in writing. A production stoppage is not the same as a question about a report layout, and pretending otherwise serves nobody. We publish which is which so expectations are shared before anything goes wrong. Requests come in by email or through a portal, get logged, and stay visible until they close. You can see what is open, what we did, and how long it took. Every quarter we sit down and go through the pattern: if the same issue keeps recurring, the fix is not a faster response, it is removing the cause.
Why a partner who built it
Support is much cheaper when the people answering already know why your system was configured the way it was. If we implemented it, that context is free. If someone else did, we spend the first month learning it and document what we find, which is often the first documentation your system has ever had. We also take over systems from other partners. That happens more than you would think, usually when the original implementer moved on or stopped responding. We will tell you honestly what state we find things in.
What you get
Agreed response times
Defined by severity and written down, so expectations are shared before an incident rather than argued during one.
A named team
The same people, who know your configuration and why it is the way it is. Not a rotating queue.
Monitoring, not just reacting
Environment telemetry, scheduled job checks and update testing, so problems get caught before they are reported.
Release readiness
Your extensions are tested against Microsoft's preview builds before each major release reaches your tenant.
Everything is visible
Requests are logged and tracked. You can see what is open, what was done and how long it took.
Quarterly root-cause review
Recurring issues get fixed at the cause. A faster response to the same problem every month is not support.
Technologies
Frequently asked questions
You did not implement our system. Will you still support it?
Yes, and it is common. We start with a review of how the system is configured and what has been customized, and you get that documentation regardless of what you decide next. We will be straightforward about anything we find that concerns us.
Is there a minimum size?
No. Small companies often need support most, because they have no internal ERP person at all. Arrangements scale from a few hours a month to a full managed service.
What happens outside business hours?
Standard cover is business hours. Extended and out-of-hours cover is available where your operation needs it, for example if you run warehouse shifts or a webshop that takes orders overnight. It is priced separately so you are not paying for cover you do not use.
Get a team that answers when your ERP does not
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