Managed support
A team accountable for keeping your system running
We handle incidents, apply minor changes, validate updates and maintain the documentation of your Microsoft environment: Dynamics 365 Business Central, Sales and Customer Service, Microsoft 365, Azure, Power Platform, and the versions of Dynamics GP, NAV and AX still in operation.
When this service applies
- The project ended and nobody was left in charge of the system
- The implementation closed, the project team dispersed, and day-to-day questions get answered by asking whoever remembers how something was configured.
- Knowledge of the system sits with one person
- If that person is away or leaves the company, nobody knows how the critical processes are resolved or why the system is configured the way it is.
- Updates arrive and nobody validates them
- Microsoft updates its cloud services on a regular cadence. If nobody tests the extensions and integrations ahead of each wave, the failures show up in production.
- Your IT team fights fires instead of improving the operation
- User provisioning, permissions, reprints and data entry errors eat up the day, and improvement projects never move forward.
- You run Dynamics GP, NAV or AX without vendor support
- The system keeps the operation going but no longer evolves. You need operational continuity while you define and execute your path to modernization.
Expected outcome
Operational continuity with someone accountable by name
Your company has a formal channel to report incidents and request changes, with defined priorities and response times committed by contract. Updates are validated before they reach production, recurring incidents are fixed at the cause and not just at the symptom, and the documentation of your environment stays current. The dependency moves from a person to a service.
Scope and deliverables
- Formal support channel: form, email to support@betaboxtech.com and WhatsApp at +1 (754) 209-2071, with every case logged.
- Handling by Normal, High and Urgent priority, according to the impact on your operation.
- Incident handling with 24/7 support and under 1 hour response time.
- Minor changes and configuration adjustments within the contracted scope: permissions, number series, dimensions, reports and approval workflows.
- Creation, removal and modification of users and security profiles.
- Validation of Business Central and Microsoft 365 updates in a test environment before they are applied in production.
- Monitoring of integrations and scheduled jobs, with notification on failure.
- Periodic service report: cases handled, recurring causes and improvement recommendations.
- Living documentation of the environment: configuration, developments, integrations and operating procedures.
- Service review meeting with the owner designated by your company.
Work stages
Getting to know the environment
We capture the current configuration, the existing extensions and integrations, the critical processes and the points of risk. If the environment was not implemented by BETABOX, this stage is essential before taking on service commitments.
Defining the service
We agree which products and environments are covered, what counts as an incident and what counts as a change, how priorities are classified, who can open cases and how anything that stalls gets escalated.
Service startup
We enable the channel, register the authorized people at your company, set up monitoring for integrations and scheduled jobs, and publish the support procedure for your users.
Operation
We handle incidents and requests by priority, apply the agreed changes in separate environments, and keep the documentation current with every modification that reaches production.
Update validation
Ahead of each Microsoft update wave we test your extensions and integrations in a test environment, report the findings and correct what needs correcting before it reaches production.
Review and continuous improvement
We review the cases for the period with you, identify the causes that keep repeating and propose root-cause fixes, targeted training or process adjustments so the incident volume comes down.
Responsibilities
Your company
- Designate the people authorized to open cases and approve changes.
- Report through the formal channel, with the minimum information: product affected, description, impact and users affected.
- Keep current the Microsoft licenses and cloud services that support the environment.
- Grant the support team the access it needs and notify any change to it.
- Validate and approve changes in the test environment before they move to production.
- Give advance notice of organizational or process changes that affect the system.
BETABOX
- Handle cases within the times committed in the service agreement.
- Log, classify and follow every case through to closure, with progress updates.
- Apply the agreed changes in separate environments, with testing before the move to production.
- Validate Microsoft updates against your extensions and integrations before production.
- Monitor the integrations and scheduled jobs included in the scope.
- Keep the environment documentation current and deliver it whenever your company asks for it.
- Report on the service periodically and propose improvements based on the recurring causes.
What is included
What is included
- Incident handling for the products and environments defined in the contract.
- 24/7 support with under 1 hour response time.
- Minor configuration changes and administration of users and permissions.
- Update validation and correction of whatever is affected within the scope.
- Monitoring of the integrations and scheduled jobs included in the scope.
- Periodic service report and review meeting.
- Maintenance of the environment documentation.
What is not included
- Microsoft licenses and Azure service consumption: purchased separately.
- Implementation projects for new modules, companies or sites: quoted as a project.
- New developments and new integrations: quoted separately and brought into support once delivered.
- Major version or platform migrations.
- Formal role-based training or adoption programs: those belong to the adoption and change management service.
- Support for third-party products not included in the contract, hardware, network and end-user equipment.
- Sales inquiries, quotes and new licensing: handled through the contact channel.
Success criteria
- Cases are handled within the committed response time, verifiable in the service log.
- A drop in the number of cases recurring from the same cause, measured against the baseline of the first service periods.
- Microsoft updates reach production without unforeseen incidents on extensions and integrations.
- Integration failures are caught by monitoring and not through a complaint from a user or an end customer.
- A reduction in the time your IT team spends on repetitive system administration tasks.
- The environment documentation lets a new person complete a routine procedure without asking anyone.
FAQ
Frequently asked questions
- What is the committed response time?
- We offer 24/7 support with under 1 hour response time. Response time is how long it takes for a specialist to pick up your case and get in touch with you. Resolution time is different and depends on how complex the incident is, on whether it requires intervention from Microsoft or a third party, and on your team availability to validate the fix.
- How is the priority of a case classified?
- Normal: a question or an incident that does not stop the operation. High: an important function is failing, but there is a workaround. Urgent: the operation is halted or there is a risk of data loss. The person reporting proposes the priority and it is adjusted with the support team based on real impact, so that genuinely critical cases do not compete with routine requests.
- Can you support a system you did not implement?
- Yes. In that case the service starts with a stage to get to know the environment: we review the configuration, the extensions, the integrations and the critical processes, and we document what we find. That stage is essential; committing to response times on an unknown environment would not be serious. If we find significant risks, we tell you before the service agreement is signed.
- What is the difference between an incident and a change?
- An incident is something that stopped working as defined, and it is handled by priority. A change is a modification to what the system does: a new accounting dimension, a different approval workflow, a new report. Minor changes are included in the service up to the limit agreed in the contract; major changes are estimated and approved before being carried out. The classification is agreed when the service is defined, to avoid case-by-case arguments.
- Does support cover Microsoft updates?
- Yes. Microsoft publishes regular updates to Business Central and Microsoft 365. Ahead of each wave we test your extensions and integrations in a test environment, report the findings to you and correct whatever is affected within the scope. What is not covered is a major version migration or a platform change, which are handled as a project.
- Can we keep our own IT team and contract support at the same time?
- That is the usual arrangement and it tends to be the most efficient. Your team knows the business and resolves the first level: usage questions, permissions and everyday requests. The service brings platform expertise: advanced configuration, development, integrations and escalation to Microsoft. Where the line sits between the two is agreed when the service is defined, so no case is left without an owner.
Who answers today when your ERP goes down?
Tell us which products and environments you need covered and how incidents are handled today. We put together a proposal with the scope of the service, the priorities and the response commitments.
Contact
Request a complimentary assessment
Tell us what your company needs and a BETABOX advisor will get in touch to schedule a call at your convenience. The initial assessment is 100% free of charge.
- +1 (754) 209-2071
- Bookings
- Book directly on the calendar