Dynamics 365 and Power Platform Support

Expert ongoing support for Microsoft's key business applications

Ongoing technical support for extra peace of mind

Dynamics 365 Support and more

Our support services packages allow you to utilise Strategy 365’s expertise in the way that best suits your business needs. Whether you need support for your Dynamics 365 solution or Power Platform apps, flows or reports, we have you covered.

A support services agreement can be used for any of the following:

Break/fix Issues
Solution Enhancements
Customisations
Development
On-site Consultancy
On-site User Training
Telephone Support
Advisory Service
Remote Assistance
Upgrades

Our Support Prices

At Strategy 365, we are transparent with our Support costs; click here for more details on our rates and volume discounts.

Supporting the Microsoft Power Platform

Unlike many other Dynamics 365 Partners, our support services also cover the Microsoft Power Platform products, such as Power Apps, Power BI, Power Apps Portals and Power Automate.

Find out more

To find out more about how our support services can assist your business, complete the form below and one of our experts will be in touch.

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The Strategy 365 Support Model

Expert support when you need it

We are proud to support our clients in their digital transformation using solutions built with Microsoft Dynamics 365 and the Power Platform. We understand that a project doesn’t simply finish once the solution has gone live; the go live is simply the start of that journey. It is for this reason why it is important for our clients to have that added peace of mind that should anything go wrong with their solution, or should they need any assistance or training, we are at hand to help them.

With this in mind, and in line with our core value of ‘simplicity’, we have put together a simple support services package that is based on the estimated number of days that the client will likely consume within a 12-month period.

These options are straightforward to understand, manage, and work with for both parties.

Our support services are charged by a simple day rate that can be consumed on an hourly basis in as little as 15 minute slots.

The minimum number of days that can be purchased for Dynamics 365 & Power Platform support services is two, with a full day equating to 7.5 hours. The cost per day is dependent on the number of days’ commitment made upfront.

Should you require additional support, top-up days can be bought and added to the agreement. There are various price points at which you can enter, which reduce accordingly based on your initial commitment.

A support request can be made by the following methods –

By Telephone
By Email
By Support Portal

At Strategy 365, we use Dynamics 365 internally to support our clients. All requests for support are logged using the case management functionality which handles the logging of the request, the SLA, details of the issue resolution and the time spent in resolving the issue.

Dynamics 365 & Power Platform Support

The core products that are supported under a Dynamics 365 & Power Platform support agreement are:

Microsoft Dynamics 365 Applications *
Microsoft Power Apps
Microsoft Power Apps Portals
Microsoft Power Automate
Microsoft Power BI

Specific third-party products can also be covered under a support agreement. Contact us for more information on this.

* Where applicable, support for the server hardware and operating systems for these products are excluded from our support agreement. Where there are dependencies on associated technologies (such as Microsoft Exchange or SQL Server), the customer shall be solely responsible for their operation and maintenance.

For Dynamics 365 Online customers, service availability is covered by Microsoft’s Service Level Guarantee. Our support agreement will therefore not relate to or cover availability of the Dynamics 365 Online service itself and any issue that is outside of the control of Strategy 365.

The category of a case will be determined by our support team at the time the issue is first raised with us. Our target response times are shown below –

Critical – 2 Hour Response (Major system failure or loss of service affecting all staff)
High – 4 Hour Response (Loss of service affecting a large number of staff)
Medium – 8 Hour Response (Loss of service affecting a small number of staff)
Low – N/A * (Small issues not affecting the overall operation of the system)
Request – N/A * (Any support request that does not relate to a break/fix issue)

* Timescales will be determined on an individual basis and agreed with the customer.

See how our Support Model compares

Microsoft partners have differing models for Dynamics 365 support and it can be confusing as to which would be the best fit for your business.

Here is how the Strategy 365 support model compares to those typically offered elsewhere.

Our Support Model

Purchasing a set number of days to be consumed over a twelve-month period

Advantages:

Fixed cost based on anticipated support usage
Can be increased or decreased annually based on requirements
Payment can be spread over the course of the year via monthly Direct Debit
Volume discounts when purchasing more than 2 days of support time
Support can be used for more than just break/fix issues and can include system customisation and improvements
Covers the whole of the Microsoft Power Platform

Disadvantages:

It may be difficult to initially estimate how much time is required for the twelve-month period

Per User Per Month Model

Charging a fixed amount per user per month

Advantages:

Annual support costs are predictable

Disadvantages:

Paying for support every month regardless of usage
Increased support costs as user count grows
Assumes that as user count increases that more support is required
Usually just for break/fix issues - additional work is often a chargeable extra
Companies that have simple support requirements but a large number of users will end up paying more than they should
Fair usage policies often apply

Fixed Time Per Month Model

Fixed support amount per month based on total users

Advantages:

Annual support costs are predictable
More available support time as user count grows

Disadvantages:

Paying for support every month regardless of usage
Increased support costs as user count grows
Fixed time is often not used but still charged for
Usually just for break/fix issues - additional work is often a chargeable extra.
Companies that have simple Dynamics 365 support requirements but a large number of users will end up paying more than they should

Our Support Pricing

Dynamics 365 & Power Platform Support

Cost per Annum	£1,000*	£1,900	£2,775	£3,700	£4,500	£6,562.5	£8,500	£12,375	£16,000**
No. of Days	1	2	3	4	5	7.5	10	15	20
No. of Hours	7.5	15	22.5	30	37.5	56.25	75	112.5	150
Rate Per Day	£1000	£950	£925	£925	£900	£875	£850	£825	£800

* only available to organisations with five or fewer users (both full users and Team Members licences are counted)
** please contact us for a quote of more than 20 days