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 ensures no service degradation with Dynamics 365
  • 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 for Dynamics 365
  • Application modernisation strategy and execution
  • Full range of cloud business applications with Dynamics 365

Pricing

£375 to £1400 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 3 2 1 9 8 5 9 6 7 2 6 8 0 7

Contact

Incremental Group

Iain Cherry

03455653000

enquiries@incrementalgroup.co.uk

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 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 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 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 services
No

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 constraints
No immediate constraints.

User support

Email or online ticketing support
Email or online ticketing
Support response times
All SLAs and response times are agreed with customers and aligned to their specific requirements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
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

Supplier type
Not a reseller

Staff security

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

Pricing

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

Service documents

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