Dynamics 365 CRM support and managed services with committed response times
A CRM does not end at go-live: users ask questions, processes change, and Microsoft ships a new release twice a year. We run, fix and extend Dynamics 365 Sales, Customer Service and Customer Insights – Journeys systems — after our own implementation or taken over from another partner — in English, German and Hungarian, for clients in Hungary and the DACH region, as a nearshore team in the Central European time zone.
What does Dynamics 365 support include?
Everything needed so that the CRM works every morning the way it did the day before — while keeping pace with the business.
Which support models are available?
| Model | For whom | What it includes | Fee |
|---|---|---|---|
| Hourly | small system, occasional requests | tickets and minor changes billed by the hour afterwards; no committed response time | pro rata of the consultant day rate |
| Monthly retainer | a CRM in daily use with 20–200 users | fixed monthly hours, committed response times (P1–P4), release wave preparation, monthly status report | based on the monthly hours, in an individual proposal |
| Hypercare | a freshly launched system | the first weeks after go-live with heightened attention: daily check-in, fast fixes, user questions | part of the implementation proposal |
| Dedicated consultant | several modules, integrations, continuous development | fixed days per week on site or remote, roadmap, development and support in one hand | day rate × the agreed number of days |
What response times do we commit to?
| Level | Meaning | Example |
|---|---|---|
| P1 · critical | the CRM is unavailable, or a business-critical process (quoting, case intake) works for nobody | nobody can sign in; the Outlook integration is down for everyone |
| P2 · major | an important function is broken for one team, a workaround exists | the Power Automate flow does not send the quote PDF |
| P3 · normal | a bug or request that does not block daily work | a view shows the wrong column; a new field is needed on a form |
| P4 · low | convenience request, question, documentation | report fine-tuning; a “how do I” question |
Business hours: Monday–Friday 9:00–17:00 (CET/CEST). Response times per severity level are fixed in the support contract; out-of-hours cover can be agreed individually. Response time means a specialist starts working on the ticket within that time; resolution time depends on the nature of the issue and is reported continuously in the ticket.
How do we take over a system from another partner?
- 1Takeover audit
Configuration, customisations (plug-ins, JavaScript, Power Automate), integrations, security roles, data quality, licensing. Output: a status report with a risk list.
- 2Access and documentation
Admin rights, source code and solutions handed over, missing documentation written.
- 3Test safety net
Automated regression tests for the business-critical processes — they protect our first changes and the next release wave.
- 4Transition
Support channel, contacts, response times and monthly hours agreed; users informed.
- 5Operations and recommendations
The audit’s risk list is worked off on a schedule; quarterly review with management.
How long the takeover takes depends on the size of the system; after the audit we give you a schedule up to full support. The takeover involves no downtime.
Tools: ticketing, monitoring, deployment
We run support with the standard tools of the Microsoft platform — if you already have a ticketing system or a DevOps environment, we work inside it rather than introducing a new one.
What else do we take on alongside support?
Why test before release waves?
Microsoft ships two release waves a year (April and October), and the update reaches production whether you like it or not. Standard features rarely break, but customisations do (custom JavaScript, plug-ins, legacy form controls, deprecated APIs). The wave can be enabled on the sandbox weeks in advance; that is where we run the automated regression tests, and whatever breaks is fixed before production is updated. That is the difference between “quoting does not work this morning” and “users noticed nothing”.
How does support work for clients abroad?
Remotely, via Teams and the support channel, in German and English — in the same time zone as Germany, Austria and Switzerland. For projects from the DACH region we work in a nearshore model: an EU company, EUR invoicing, GDPR compliance, on-site presence at key milestones. German-language documentation and user guides are part of the support.
How much does Dynamics 365 support cost?
It depends on three factors: the number of users, the amount of customisation and the number of integrations. The basis is our consultant day rate: hourly work is billed pro rata, a retainer by the agreed monthly hours, a dedicated consultant by the number of days per month. The takeover audit is quoted separately in the proposal. Our proposal shows support, licences and development on separate lines — request one on the contact page.
Who handles your tickets?
Which exams and certifications do we hold?
| Area | Certification | Issuer |
|---|---|---|
| Dynamics CRM | MB2-704: Microsoft Dynamics CRM Application | Microsoft |
| Dynamics CRM | MB2-707: Microsoft Dynamics CRM Customization and Configuration | Microsoft |
| Implementation management | MB5-705: Managing Microsoft Dynamics Implementations | Microsoft |
| Test automation | Tosca Automation Specialist – Level 1 and Level 2 | Tricentis |
| Test design | Tosca Test Design Specialist – Level 1 and Level 2 | Tricentis |
| API testing | Tosca Automation Specialist for API | Tricentis |
| Database testing | Tosca Automation Specialist for Database | Tricentis |
| Test automation | Tosca Query Language (TQL) | Tricentis |
| Licensing | Microsoft Cloud Solution Provider (CSP) reseller; Google Workspace partner | Microsoft, Google |
Frequently asked questions
Do you support systems you did not implement?
Yes. We start with a takeover audit and protect the first changes with automated regression tests.
What is the difference between support and managed services?
Support handles reported bugs and requests; managed services add the proactive part: user management, release wave preparation, integration monitoring, data quality, licences. The monthly retainer includes both.
Do we still need Microsoft support?
Microsoft’s platform-level support comes with the licences (tenant availability, platform bugs). What Microsoft does not do is your own configuration, processes and integrations — that is our job. If there is a platform bug, we open and drive the Microsoft ticket.
Can the monthly retainer be cancelled?
Yes, with the notice period set in the contract; there is no multi-year lock-in. Documentation and the test suite are handed over on cancellation as well.
Is support available in English or German?
Yes, tickets, documentation and user guides are produced in English, German and Hungarian; the contact language is fixed in the contract.
Are Power Platform and Dataverse included?
Yes: Power Automate flows, Power Apps applications and Dataverse table and security management are within scope as part of the CRM. We do not support Business Central ERP.
Let’s talk about your project.
Tell us what you are planning and we will get back to you within a few days.
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