Services · Support
Business Central & NAV support with clear SLAs
A service contract that keeps your environment healthy: an online ticket portal, contractual response times, and every fix made by a senior developer who actually knows your system.
What is included
Support that behaves like a contract, not a favour
Everything below is standard in every SLA agreement — sized to your environment, from a single company to a multi-tenant landscape.
Online ticket portal
Every request is logged, prioritised and traceable — status, history and resolution visible to your whole team.
Guaranteed response times
A contractual SLA matrix per priority, so a blocking incident is never waiting behind a cosmetic wish.
Bug fixes & small changes
Corrections, small enhancements and report tweaks handled within the contract — no mini-quotes for every hour.
Release-wave readiness
Before each Business Central release wave, your extensions are compiled and checked against the new version — issues fixed before Microsoft flips the switch.
Monthly reporting
A short monthly overview of tickets, hours and trends — the state of your environment on one page.
Knowledge retention
The same senior developer, contract after contract. Your customisations are documented, not memorised.
SLA matrix
Priorities with teeth
Response targets are contractual and counted in business hours (09:00–17:30 CET). The matrix below is the standard starting point; it can be tightened for critical environments.
| Prio | Definition | First response |
|---|---|---|
| P1 | Critical — system or posting blocked | ≤ 4 business hours |
| P2 | High — key process impaired, workaround exists | ≤ 8 business hours |
| P3 | Medium — non-blocking defect or question | ≤ 2 business days |
| P4 | Low — small change or improvement wish | Planned in agreement |
How it works
Three steps, fully traceable
- Step 01
Report
Your key users raise a ticket in the portal (or by e-mail, which becomes a ticket automatically).
- Step 02
Triage & respond
The ticket is prioritised against the SLA matrix and picked up within the guaranteed response time.
- Step 03
Resolve & record
Fixes are delivered through the normal release pipeline, documented in the ticket, and reported monthly.
Support is deliberately kept close to development: the person answering your P1 is the person who can read — and fix — the code behind it. No first-line script, no escalation ladder.
FAQ
Support, answered
What are the support hours?
Business days, 09:00–17:30 CET — matching Dutch and Baltic office hours. Response times in the SLA matrix are counted within those hours. Go-live weekends and planned out-of-hours work are arranged separately in advance.
Can you support a system you did not build?
Yes. A support contract starts with a short onboarding milestone: repository access, environment review and a scan of the installed extensions. After that the environment is supported like any other — and you get an honest note on any risks found.
What does a support contract look like commercially?
A fixed monthly fee covering the portal, SLA and release-wave checks, plus an agreed bundle of hours for fixes and small changes. Unused hours roll over within the quarter; structural overruns simply lead to a conversation, not surprise invoices.
Do we need a development project with you first?
No. Support-only contracts are common, both directly and white-label via Dynamics Partners who want their customers' environments watched by a senior developer.
Want your Business Central environment quietly kept in shape?
Tell us about your environment — version, extensions, user count. You will receive an SLA proposal sized to it within one business day.