Dynamics 365 support and service desk

After go-live, ongoing support for users, incident management, and minor adjustments are needed. The scope varies depending on the number of users, applications, and how critical the solution is to the business.

What the role does

  • Receives and manages incident reports and user queries.
  • Resolves or escalates tickets to the right specialists.
  • Makes minor configuration changes within an agreed framework.
  • Monitors ticket volumes and recurring issues.

When the role is typically needed

  • When the system is live and users require ongoing support.
  • When internal support resources lack Dynamics 365 expertise.
  • When transitioning from an implementation project to application management.
  • When service levels are to be regulated in an agreement.

Typical responsibilities and deliverables

  • Ticket logging, prioritisation, and updates.
  • Troubleshooting and resolution within defined service levels.
  • Escalation to the partner's specialists or Microsoft.
  • Reporting on ticket statistics and improvement recommendations.
  • Support during Microsoft updates and release windows.

What buyers should check

  • Which service levels (response time, resolution targets) are offered in the contract?
  • How is support reached: via portal, phone, or email?
  • What is included in the fixed price and what is billed on an ongoing basis?
  • How are urgent critical issues handled outside regular working hours?
  • How are ticket volumes and recurring issues reported?

Common risks and misunderstandings

  • Unclear demarcation between support and application management creates additional costs.

    Define what is included in the support contract versus billable work.

  • Urgent issues are handled too slowly.

    Agree escalation paths and response times by priority.

  • The same errors recur without resolution.

    Requirement for analysis of recurring issues and preventive measures.

Role

Support & Service Desk

Common responsibilities

  • Ticket logging, prioritisation, and updates.
  • Troubleshooting and resolution within defined service levels.
  • Escalation to the partner's specialists or Microsoft.

Check especially

  • Which service levels (response time, resolution targets) are offered in the contract?
  • How is support reached: via portal, phone, or email?
  • What is included in the fixed price and what is billed on an ongoing basis?

Partners with relevant experience

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The partners shown here are profiled partners on d365 Guide. An assignment profile is only published once d365 Guide has verified documentation for the experience described. The order of the list is determined solely by how well the profile matches your selections.

Partners displayed here have provided information on relevant experience in the area. This information does not mean that the partner has a named consultant or immediate capacity available. Current staffing, experience, and delivery capacity must be confirmed in dialogue with the partner.