Civica UK Limited

Civica Microsoft Dynamics 365 Support Service

A managed support service, providing first, second, third line support for your entire Dynamics 365 digital workplace, Mon to Fri, 8am to 6pm, excluding bank holidays. Serves as the single point of contact to the user for the proactive management of incidents and requests by following ITIL best practice.


  • Service Management with software support and help desk.
  • Cloud on-boarding services for Current State Analysis
  • Discovery, design, planning, transition management and user management
  • Design Authority and user research for Cloud based Dynamics 365
  • MS Dynamics Sales, Service, Field Service, Operations suitability assessment
  • Commonly used for Grant Management, Case Management, Licensing and Permitting
  • Microsoft Dynamics 365, CRM Online, On-Premise, 2011, 2013, 2015, 2016
  • PublicCloud, Official, Official Sensitive, IL2, IL3 security environments
  • Incident, problem and change management


  • Migrate from on-premise or other CRM Applications to Dynamics 365
  • MS Dynamics Customer Relationship Management Suitability Assessment
  • Service and systems integration, including Azure and SharePoint (EDRMS)
  • Enterprise architecture, project management, governance, proof of concept demonstrators
  • Service management with software support and helpdesk
  • Public Cloud, Official, Official Sensitive, IL2, IL3 security environments
  • ITIL®-aligned support processes and best practice
  • Microsoft Dynamics market leading support expertise


£170 to £1860 per person per day

Service documents

G-Cloud 11


Civica UK Limited

Civica UK Limited

020 7760 2800


Planning service Yes
How the planning service works The Civica Delivery Manager (DM) utilises a proactive ‘Agile’ approach to planning the implementation of cloud hosting or software services. Civica’s approach to delivering the service is as follows: During initiation the DM will meet with the customer team and undertake desk study and research to: Identify - scope, terms of reference, roles and responsibilities, environment, outcomes, checkpoints, timescales, constraints, issues and risks. The outputs are combined with Civica’s knowledge and experience of planning the implementation of cloud hosting or software services across 2,000 major customers. This ensures that Civica’s planning service takes into consideration all factors and they are assessed, planned for and recorded. Manage - regular project reviews compare progress against the plan with any issues or risks identified and mitigating actions monitored. This iterative approach ensures emerging issues are incorporated into the plan and that progress is maintained across all elements of the plan. Realise - the plan is managed through to project completion to ensure the benefits of the cloud hosting or software services are realised. Lessons Learnt are fed back to the customer and future planning service projects.
Planning service works with specific services No


Training service provided Yes
How the training service works Civica provides a complete Training Service for its cloud software and hosting services. The training services include formal training, informal knowledge sharing and in-project skills transfer. At any stage the Delivery Manager assesses customer training needs and produces a training plan to ensure users are ready to start using the service. Training on the service can be priced from the SFIA rate card. Typical formal training activities that could be considered at each level would include: 1. Cloud Awareness for Executives, Managers and Business Managers. Provides an overview of features, benefits, risks and implications of Cloud based services. 2. Cloud Induction Training for system administrators and online product help. Provides the skills to run cloud services. 3. Cloud Standard Training in the core system for system champions and end users. Covers system administration, security and cloud service monitoring/managing 4. Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Civica Cloud delivery partners. 5. Cloud Training Packages, tailored package of training system administrators, business managers, and end users. The Delivery Manager also facilitates skills transfer throughout the project and provides access to Civica Knowledge Sharing activities including supplier briefings and Webinars etc.
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 Civica has a proven five step process to support organisations migrating workload to the cloud or transitioning from one cloud hosting service to another. The Civica Delivery Manager (DM) is responsible for the setup or migration service and utilises a proactive ‘Agile’ 5-step process. Discovery – confirmation of scope, roles and responsibilities, terms of reference, business drivers, timescales, analysis of existing ICT environment, identification of components or applications to be migrated, confirmation of boundaries and interfaces, assessment of any constraints. Calibration – assessment of current environment to provide the baseline against which improvements can be measured. Assessment may include performance, costs, resources, outcomes and is recorded in a baseline set. Optimisation/Migration – planning and implementation of the changes including data conversion and migration to the new cloud platform. Progress managed against plan with timescales, milestone and checkpoints. Validation – testing against the baseline to ensure functional equivalency and to assess productivity improvements. Deployment – Switchover to include training, data migration, service and system integration and testing. This step is focussed on ensuring the successful adoption of the service and realisation of the benefits.
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 At Civica, the goal of quality assurance is not to give testing (including performance) its own phase but to embed quality across each of the phases for setup and migration. Discovery and Calibration – comprehension of requirements, data, environments and effort into test approaches and plans that underpin and steer the testing work. Collate current and desired performance, load and concurrency metrics including different use profiles (for example, for spike and soak testing). Identify tools appropriate to the project (such as JMeter) to aid testing Optimisation/Migration – working closely with the migration phases, verification points are identified (to isolate issues as soon as they arise), and test cases/charters are formed around these points. For performance testing, create automated scripts to simulate use of the system through realistic and edge case scenarios. Validation – execute the test cases and/or perform session based exploratory testing against the test charters. Run performance tests with different parameters to simulate varying loads and use profiles. Use visualisations to compare trends. Collaborate proactively on defects as they arise. Deployment – the testing balance shifts from defect identification to acceptance testing (user and operational OAT). Regression suites are created to support future changes.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security design
  • Security testing
Certified security testers 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 Civica delivers an ITIL®-aligned Service covering the whole spectrum of cloud support service activities, all tailored to your own specific requirements. The Service provided includes Service Desk, operational management and maintenance through to ongoing development and improvement. By delivering a Service with a focus on continuous improvement, Civica is able to ensure optimal levels of performance, availability and security. We provide a Service Delivery Manager (SDM) who delivers a single point of contact and 1st point of escalation for the day-to-day delivery of your Service, manages the Civica Technical Service Delivery team and is available to all key stakeholders via telephone, email and mobile to answer any questions and provide assurance as required. The SDM will work with you from the outset of the engagement to ensure that the Service Transition is defined, planned and delivered seamlessly whilst also ensuring that the live Service continues to meet your needs and is appropriately documented. The SDM will also work with you to carry out Monthly Reviews of the Service and undertake an Annual formal SLA Review. Monthly Service Reports, Annual Customer Satisfaction surveys, Responses to Change Requests and proposals for Service extensions are all included as part of the Service delivered.

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Civica offers four levels of support ranging from working hours only to full 24x7 support. Our standard Silver service response times depend on the severity of the incident and are as follows:
•Severity Level 1 - Critical 10 mins to acknowledge, 1 hour to respond, 1 day to resolve;
•Severity Level 2 - Severe 10 mins to acknowledge, 1 hour to respond, 3 days to resolve;
•Severity Level 3 - Disruptive 10 mins to acknowledge, 2 hours to respond, reasonable 5 days to resolve;
•Severity Level 4- Minor 10 mins to acknowledge, 2 hours to respond, reasonable effort to resolve.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Civica offers four levels of support:
•Platinum: Full 24*7 support service suitable for the most business critical applications
•Gold: On-call 24*7 support service appropriate for public facing applications that are utilized 24*7
•Silver: 8AM to 17:30PM Monday to Friday, excluding public holidays. This extended hours model is targeted at customers requiring cover for a flexible working day
•Bronze: 9AM to 5PM Monday to Friday excluding public holidays and period between Xmas day and New Year’s Day (inclusive).
The Civica Service Desk is contactable from 08.00 to 18.00 on UK working days.
The Service Desk responds to questions depending on the Severity Level of the call as follows;
•Severity Level 1- Critical- The reported problem causes a halt to the Client’s core business processes and no workaround is available.
•Severity Level 2- Major- The reported problem causes degradation of the Client’s core business processes and no reasonable work-around exists.
•Severity Level 3- Intermediate- The reported problem impacts the Client’s operational environment but does not affect core business processes. A work-around is available.
•Severity Level 4- Minor- A non-critical problem is causing some disruption but with little or no impact on the Client operation.


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft, UK Cloud

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)


Price £170 to £1860 per person per day
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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