Incremental Group

Dynamics 365 Support Services

The provision of application support for all Microsoft Dynamics 365 modules through an ITILv3 based model. Dynamics 365 Support is provided up to 24x7x365 and includes a proven transition model that ensures no degradation of service. Dynamics 365 Support is to exacting SLA's for Public Sector organisations.

Features

  • Dynamics 365 Customer Service, Dynamics 365 Sales, Dynamics 365 Marketing
  • Dynamics 365 Finance and Operations and Dynamics 365 Business Central
  • Dynamics 365 Field Service and Dynamics 365 Project Service Automation
  • Full Dynamics 365 Support Service
  • Large team of Dynamics 365 certified consultants
  • Dedicated Dynamics 365 Support help desk
  • Proactive approach to Dynamics 365 Support
  • Dynamics 365 support with clearly defined Service Level Agreements
  • Real time reporting and analytics for Dynamics 365
  • Dynamics 365 system integration across the Microsoft suite

Benefits

  • Proven transition methodology to ensure no service degradation
  • Up to 24x7x365 Dynamics 365 Support
  • Highly qualified and experienced UK Team of Dynamics 365 Consultants
  • Support and upgrade of legacy module implementations to newer versions
  • Focus on incremental improvements to your Dynamics 365
  • Dynamics 365 support available across the entire Dynamics 365 range
  • Business Case and Digital strategy support available
  • Application modernisation strategy and execution

Pricing

£375 to £1400 per person per day

  • Education pricing available

Service documents

G-Cloud 10

402829830080820

Incremental Group

Iain Cherry

03455653000

enquiries@incrementalgroup.co.uk

Planning

Planning
Planning service Yes
How the planning service works Incremental Group provides independent advice to buyers on how they’ll implement cloud hosting or software services in a systematic manner. We conduct an assessment of the buyers current hosting and software usage and map these to future requirements. Having established the “as is” and “to be” status we prepare a plan to bridge the gap. In all cases we prepare a cloud readiness assessment for our buyers to understand and document how we will implements cloud hosting or software services.
We use techniques such as proof of concepts and service modelling to help our buyers to assess the benefits of cloud hosting or software services.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Incremental Group provides on-site, remote/online and documented training dependant on the requirements of each individual customer.
Our standard method of training is to adopt a train the trainer approach allowing knowledge to cascade throughout the organisation to all users. This approach can be delivered on-site or remotely via video conferencing facilities. In addition, we provide User Guides specific to the needs of the individual customer and project, including details of any specific customisation's agreed as part of the project scope.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Incremental Group provides independent advice to buyers on how they’ll implement cloud hosting or software services in a systematic manner. We conduct an assessment of the buyers current hosting and software usage and map these to future requirements. Having established the “as is” and “to be” status we prepare a plan to bridge the gap. In all cases we prepare a cloud readiness assessment for our buyers to understand and document how we will implements cloud hosting or software services.
We use techniques such as proof of concepts and service modelling to help our buyers to assess the benefits of cloud hosting or software services.
Setup or migration service is for specific cloud services No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Incremental Group provides buyers with quality assurance and performance testing for cloud support. As an established supplier of cloud solutions to the Public Sector we work in close collaboration with buyers to define a set of acceptance criteria for the operation of the service.
Having defined the acceptance criteria we will agree a series of tests that allow us to demonstrate to the buyer that the service meets the service requirements across the lifetime of the contract.
Incremental Group provides this service for our own cloud services and also independent quality assurance and performance testing on behalf of buyers who are using third party service providers.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works Incremental Group’s on-going support and service management approach combines best of breed technology with best practice ITILv3 aligned processes and we tailor these services to meet the changing demands of our customers. Our support model is broken down into a number of operational sub-services, ensuring that the definition of system and service targets are meaningful, measurable and aligned to our customers’ requirements.
Incremental Group’s support framework is built around industry standards. We provide fully managed services under the ITILv3 framework for critical IT solutions requiring high availability using Service Management and Monitoring solutions.

Service scope

Service scope
Service constraints No immediate constraints.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are agreed separately with customers in line with their specific requirements, including out of hours response times.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing We use industry standard tools that meet WCAG 2.0 AA.
Support levels Support Levels, Technical Account Management and all associated costs are agreed separately with customers in line with their support requirements, however all support models are available e.g. 24/7, Core Hours, Emergency Out of Hours. Additionally, Technical Account Management and Cloud Support Engineer services are also available.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £375 to £1400 per person per day
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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