Businesses should have a proper support & maintenance system to keep their Dynamics 365 solution up and running the whole time. One such support is – Microsoft Dynamics 365 Support. Dynamics 365 Support ensures a swift resolution of any system failures or bottlenecks. It also works towards improving the solution continuously, even after the implementation.
Understanding and accessing Dynamics 365 Support could be an exhaustive process. Therefore, we have noted every detail regarding Microsoft Dynamics 365 Support in this blog.
Keep reading to learn about the support requirement, offerings of the support package, and its expenditure.
What is Microsoft Dynamics 365 Support?
Microsoft Dynamics 365 CRM Support serves as a third-party help desk accessible whenever you need assistance with Dynamics 365 solution. This service can be used as a go-to for troubleshooting, guidance on optimizing your existing solution, or request additional training. Usually, three types of Dynamics 365 Support Services are available. Businesses can pick one or a combination to avail of the support:
- Direct from Microsoft
- Via a Trusted Microsoft partner
- In-house support team
Each of these support types has its own benefits as well as limitations. Let’s check them in depth.
1. Direct from Microsoft
Microsoft offers Dynamics 365 Support services directly to all customers using Microsoft products. These services are priced on a monthly basis. Microsoft support is the best among the three options, is quite reactive, and provides support services globally because of its organization size.
However, one core issue is that Microsoft support is Basic, and would not be able to cater to exclusive needs of your business. In other words, the services will not be tailored to your business requirements. One more point to note is that Microsoft has ended support for old legacy systems such as Dynamics AX. If you are using such systems, you might have to consider an in-house support team or a Microsoft partner.
If you contemplate using Microsoft partner services, it increases the likelihood of addressing your specific needs, resolving any challenges, and receiving proactive services. Though Dynamics 65 Support by Microsoft would be an exceptional choice for reactive service, opt for other options if your Dynamics 365 solution requires more personalization.
2. Via Trusted Microsoft partner
Many enterprises are opting to receive Dynamics 365 Customer Support from a trusted Microsoft partner. This is a commonly chosen option, as numerous businesses have already undergone an implementation with a Microsoft partner. Therefore, utilizing their support channel becomes a seamless continuation of the process.
Microsoft partner who has worked with you during the implementation process is already aware of the in & out of the business and capable to understand your business requirements thoroughly. Ideally, support services by Microsoft partners are labelled as ‘managed services’ as they do not provide only basic support but go beyond with their additional services.
Microsoft partners are also well-versed in providing support for older versions as they have experts who are equipped with extensive knowledge of both old and new ERP and CRM solutions in order to provide immense support.
Determining to receive support from Microsoft partners gives the opportunity to businesses to access a wider range of support and the ability to enhance their Dynamics 365 solution further.
3. In-house support team
The last option for businesses that do not want to rely on either Microsoft or Microsoft partners is the in-house support team. The in-house support team is often referred to as ‘centre for excellence’ or ‘competency centre.’ This team includes a support desk and individuals with Dynamics proficiency. This concept is popular among enterprise-level businesses since they are afforded the salaries of highly qualified teams.
Nonetheless, handling Dynamics 365 support internally can pose challenges. To establish an effective competence centre, internal Dynamics experts must undergo consistent training to stay current and proficient in resolving emerging issues. Understandably, this can result in escalated expenses, prompting numerous businesses to adopt a hybrid strategy. This involves managing a portion of support internally while outsourcing to Microsoft or a partner for supplementary aid when needed.
Reasons to seek assistance with Dynamics 365 Support
- The most common cause for using Dynamics 365 support services is to address issues where the solution is not functioning as expected, mainly troubleshooting and resolving problems.
- Another reason is to rectify individual errors and ensure that the system performance is accurate.
- Organizations might need support when their initial contract with Dynamics 365 implementation partner ends and they are unsure about accessing further assistance.
Dynamics 365 support does not just end at fixing problems. It also includes Training and Regular Enhancements. Organizations can benefit from additional training to effectively utilize their system. Dynamics 365 Support can also help businesses to stay updated about ongoing enhancements.
Organizations can discover value in collaborating with third-party support providers for purposes beyond conventional break/fix aid. This includes accessing supplementary training to fully harness their system’s capabilities and staying updated with regular enhancements.
Irrespective of the motivation behind your requirement for Dynamics 365 support, it is advisable to leverage it to some extent to fully optimize the potential of your solution.
What could Dynamics 365 Support Package include?
What a Dynamics 365 Support services package will incorporate relies entirely on whether your business elects to seek external support from Microsoft, request assistance from a Microsoft partner, or create an in-house support team.
Support should encompass both the ability to fix issues and the availability of guidance for using and improving the solution. The scope of support varies based on your chosen method and the required level of assistance. Typically, you should seek a support package that covers these aspects:
- Reactive Services
Reactive services are the main part of any support services. When anything is wrong in your solution and your team is in necessities help, reactive services are deemed to offer support and guidance. It could either be a one-off issue with an individual user or a business-wide problem, reactive services are the core that every Dynamics 365 Managed Support services should provide.
- Proactive Services
It might be the case that your business will be in need of external aid in the future. Examples like receiving regular updates from Microsoft and the necessity for skill transfer underline how proactive services play a vital role in anticipating problems and guidance to resolve them. Even though proactive services are crucial, they are not accessible as a standard practice from every Dynamics 365 Support channel.
- Recurrent Enhancement
IT sector keeps on evolving and it is plausible that some alterations have happened since the implementation of Dynamics 365 Support. Therefore, recurrent enhancement is the key to the success of your organization. If a support channel for Dynamics offers this service, they will consistently observe and recommend methods for enhancing and expanding your platform. Yet this service is also not included as a standard practice, so it is essential to ponder about its worthiness for the business.
With the intention of receiving Dynamics 365 Support, determine the support requirements of the business and which option can meet those requirements optimally. Once the business has this figured out, they can finalize the type of support they wish to adopt, be it directly from Microsoft, Microsoft Partner, or an in-house support team.
Cost of implementing Dynamics 365 Support
The main factor that affects the Dynamics 365 Sales Support cost is solely based on the type of support channel and the level that your business requires.
- If in-house support is your chosen method, it will incur additional costs such as employee training as well as salaries. For example, if the support team consists of 4-5 employees, it will make this entire process at a higher cost. However, this team will not be able to fulfil the services during peak hours, then support from a partner is advisable.
- Opting for Microsoft right away would be a wise choice as it is cost-effective and priced per user/per month basis. Nevertheless, as mentioned previously, the support services from Microsoft are basic so plan thoroughly about your support requirements.
- The most flexible option among the three types is the Microsoft partners. The pricing is flexible as they do not have any fixed price formats and are adaptable to the varying business support necessitates. With a trusted partner, businesses can be assured that they are only paying for the support services they are receiving – no more, no less.
Choose Your Dynamics 365 Support Partner Wisely
If your business demands an elevated level of proactive support or recurrent enhancement for solutions, opting for a Microsoft partner is the recommended path. While Microsoft offers commendable break/fix support, they cannot match the personalized service provided by a Microsoft partner.
At DynaTech – a gold-certified Microsoft partner, we believe that Dynamics 365 support is not a generic, one-size-fits-all service. Therefore, we surpass the standard break/fix support approach to offer our clients a comprehensive range of services to select from.
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