IT Lab Limited

Dynamics 365 (Business Edition) Support & Implementation

IT Lab will provide support, design, consultancy and implementation of Microsoft Dynamics 365. Helping organisations to safely migrate to Microsoft's Dynamics 365 (Business Edition), training and ongoing support. This delivers a seamless and highly effective ERP solution for public sector.


  • 1st, 2nd, 3rd line support available with highly capable staff
  • Specialist consultancy and account management support
  • Recommendation and implementation of complimentary solutions
  • Dynamic ticket management and cross supplier liaison
  • Discrete and remote service desk
  • End user Training provided onsite or remotely.
  • Software configurations to develop unique functionality to meet business requirements
  • Project and Change Management supporting the implementation of software
  • Flexible support and management given between 8:30am and 6pm
  • "Train the trainer" option available.


  • Centralised engagement with 3rd parties and internal teams
  • Remote issue resolution via web portal to enable quick resolution
  • UK-based support and consultancy ensures localisation and compliance knowledge
  • consultants and support staff with broad software and financial knowledge
  • Consultative approach helping clients improve business processes and operational efficiency
  • Rapid deployment methodology results in achieving shorter "time to value".
  • Structured implementation methodology to ensure successful outcomes


£20 per user per month

Service documents

G-Cloud 9


IT Lab Limited

Michael Bateman

020 7030 3333


Planning service Yes
How the planning service works An initial meeting and introduction will help us construct a needs analysis of the client's requirements. This analysis will help us to plan any bespoke customization required in the new Dynamics solution. We will investigate the client's current data and system configuration to enable us to map their data into the Dynamics 365 implementation. We will also plan out the document design. Reporting needs will be discussed to ensure the correct outputs are available in the correct format. We will analyse the user training requirements and identify “power users” if appropriate to enable greater adoption of the functionality across the business.
Planning service works with specific services Yes
Hosting or software services the planning service works with Microsoft Dynamics 365


Training service provided Yes
How the training service works We would provide training for the users, potentially providing “power user” training to individuals that were identified in the planning phase. This training could be provided remotely or onsite.
Training is tied to specific services Yes
Services the training service works with Microsoft Dynamics 365

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works We would provision an instance of Dynamics 365 for the client. This will enable us to begin configuration of the system as per the needs analysis and planning phase (as above). Our consultants will configure the system and then migrate the client data into Dynamics 365. We would then provide training for the users, potentially providing “power user” training to individuals that were identified in the planning phase. Our consultants and support staff will be on hand on the go live date to help the smooth transition from the old system to Dynamics, provide intensive support to users and deal with any unforeseen issues.
Setup or migration service is for specific cloud services Yes
List of supported services Microsoft Dynamics 365

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security testing service No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Support is provided by our UK based Dynamics Support help desk. Once a support ticket is logged through our call logging system, it is allocated to a member of our team and responded to typically within 30 minutes. We use a secure, auditable web portal to dial into our client's system to resolve the issues.

Service scope

Service scope
Service constraints None.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Typically 30 minutes
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 IT Lab's service desk puts an experienced team of highly-qualified consultants and support staff at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is designed to ensure that the requisite expertise is on hand to act, whether your user has a general query on Dynamics 365 functionality, or needs assistance with report writing. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. You will also have access to our team of consultants and an account manager who will work with you on current and ongoing requirements. We provide 3 service offerings: Dedicated help desk (starting at £20 per user, per month), Shared service desk starting at £20 per user, per month) and Out of Hours service (starting at £2 per user, per month).


Supplier type Reseller providing extra support
Organisation whose services are being resold Microsoft Dynamics 365 (Business Edition)

Staff security

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


Price £20 per user per month
Discount for educational organisations No


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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