Managed Service Support

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Expert ongoing support for Microsoft's key business applications

For ongoing support requirements, we offer managed service plans. This provides organisations with a more cost-effective way of supporting their instance and accessing a range of Dynamics-related services.

Our managed service plan offers banked time for break/fix support for Dynamics NAV/ Business Central. All support requests are dealt with by our team of Microsoft-accredited consultants and managed to strict contractual SLAs. Time can also be used for application changes, consultancy and small development items further training and project planning for your next phase of development.



Things You Can Do With Your Support Package


Change views, modify workflows and remove fields to make your organisation more effective



Day-to-day support of your existing Dynamics BC/NAV


Modify dashboard reports or have custom Power BI reports created

User Management & Training

Add and remove users as required and bring new starters up to speed with your setup

Features And Inclusions

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.

Our standard support hours are Monday to Friday from 8.30am to 4.45pm. “Response time” includes initial acknowledgement, review, and clarification of request. The request may not result in immediate resolution depending on the complexity of the request.

We provide both ERP and CRM support services. Dynamics 365 applications supported include: Business Central, Navision, Sales, Marketing, Field Service and Customer Service.

We can also provide support for On premise solutions if able to get remote access to the hosting server.

In the unlikely event that we fail to meet the Target Response Times as set out in the above section, we will credit the customer with support time as per the details below.

  • Critical – Credit of 2 hours support time
  • High – Credit of 1 hour support time
  • Medium – Issue will be resolved free of charge without consuming any support time
  • Low – N/A
  • Request – N/A

Requests can be submitted by the following methods –

  • By Email
  • By Support Portal

At Croftech we use fresh desk. All requests for support are logged 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.

Our support service covers In-depth support tasks Dynamics 365/NAV Support & Power Platforms:

  • Power Platforms
  • Power BI report creation
  • consultancy
  • Microsoft Dynamics Application *
  • project planning
  • Microsoft Power Automate
  • Microsoft Power Apps

Specific third-party products can also be covered under a support agreement.

* 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 Croftech Ltd.


Dynamics Support

Includes all support services for Dynamics NAV/Business Central. This includes ad hoc support services (as and when required), fixed price support services, on site support and instant helpdesk!



One off and ad hoc support as required. On an off site basis which is chargeable by the hour, on site by the day. Email us with your requirements and we will confirm a quote for the work.



To cover all end users. Or on site each week / month at fixed prices. Click here for first line support services or here for more details re on site support services.



Where you just want a quick chat with a Dynamics NAV expert. Payment in advance required but very good rates and very quick service! Slots available now! Click here for more details.



Flexible Support Contracts


Guaranteed Response Time


Dedicated Team of Experts


Industry & Business Acumen