Microsoft Dynamics 365 Managed Support
Continuous, SLA-backed application management across legacy Dynamics and modern D365 estates. A named support pod keeps the environment running — and, in the same subscription, converts recurring issues into runbooks, workflow improvements, and governed automation so support spend stops preserving the same friction every month.
Indicative planning range: $3,500–$8,000 / month for Business Central, CE/CRM, or selected legacy Dynamics environments. Final pricing is confirmed after discovery and scope alignment.
One support model across the whole Microsoft business-systems estate, including mixed environments where legacy and modern platforms run side by side.
Continuous application management with defined ownership.
Support is delivered as a subscription with a named pod, an agreed operating cadence, and a documented out-of-scope policy — so both sides know what is covered before an issue arrives, not after.
Named support pod & escalation paths
A consistent team that learns your environment, with defined response SLAs and clear escalation routes. Support quality should not depend on whichever consultant happens to pick up the ticket.
Break-fix, configuration & minor development
Day-to-day issue resolution, configuration changes, and small development work inside the agreed subscription scope, across legacy and modern Dynamics.
Release wave monitoring & regression testing
Microsoft ships continuously. We track what is coming, assess what touches your configuration and extensions, and regression-test before it reaches your users.
Backlog reduction with protected subscription value
When reactive demand is lighter, reserved capacity is redirected into approved backlog, workflow improvement, reporting, or automation work. Capacity does not sit idle.
Monthly service review & quarterly business review
A standing rhythm for what was resolved, what is trending, what should be automated next, and where the operating model needs attention.
Runbooks & support memory
Ticket history, repeated fixes, and diagnostic logic become reusable runbooks — reducing dependency on named consultants over time.
A governed support sequence, not an inbox.
Signals arrive through your existing channels and move through a structured flow that returns a validated, auditable resolution. As repeat errors and avoidable patterns become visible, the same flow surfaces what should be standardized or automated next.
From intake to auditable closure
Reactive ticket coverage, repeated manual triage, consultant-dependent troubleshooting, weak knowledge reuse, and little reduction in future support burden.
Support continuity plus faster triage, reusable runbooks, governed automation built from real ticket patterns, controlled remediation, and lower support drag over time.
Not in hours consumed. In friction removed — fewer repeat issues, less manual triage, and an environment that becomes easier to support each quarter.
The team holding support should also be the team improving the environment.
Too often those are different teams. That leaves clients paying to maintain recurring friction without ever converting that knowledge into automation, workflow improvement, or lower operating cost.
What this changes in practice
- Routine questions, known issue classes, and repeated triage move out of expensive manual flow.
- Diagnosis becomes structured and consistent rather than consultant-by-consultant.
- Approved runbooks handle tightly scoped scenarios where action can be executed and validated safely.
- Support history becomes reusable knowledge instead of tribal memory.
- Subscription value compounds instead of being consumed by recurring drag.
Where automation starts first
- D365 how-to and navigation questions.
- Batch job failure triage and rerun.
- Workflow stuck diagnosis.
- Power Automate and integration retry.
- Security role read-only diagnosis.
- Invoice posting error classification.
- Sales order release and purchase order workflow diagnosis.
- Data import package failure classification.
What sits inside the subscription — and what does not.
Clear boundaries are what make a fixed subscription workable for both sides. Anything outside the agreed scope is quoted separately rather than absorbed quietly or refused late.
Inside the managed support subscription
- Break-fix and incident resolution within agreed response targets.
- Configuration changes and minor development.
- Release wave assessment and regression testing.
- User support, security role diagnosis, and how-to guidance.
- Backlog work drawn from reserved capacity when reactive demand is light.
- Runbook creation and support-knowledge capture.
Handled as separate scope
- New module implementations and greenfield rollouts.
- Major version upgrades and re-implementations.
- Large custom development programmes and new integrations.
- Data migration projects.
- Privileged financial, configuration, and security changes — these stay under approval or formal change control.
- Finance transaction execution — see the Finance Operations BPO layer.
What the first 30 days typically look like
What buyers ask before moving support to Kendra.
What response SLAs come with managed support?
Do you support legacy Dynamics and modern D365 under one agreement?
What happens in the first 30 days?
How does the US-led, offshore-enabled model actually work?
What does protected subscription value mean operationally?
Can automation really close tickets without production risk?
Ready to move Dynamics support to a model that compounds?
Start with a focused support assessment: current ticket patterns, backlog reality, release exposure, ownership gaps, and where recurring work should be automated first.