What’s in support scope and what’s not?

The information below provides you an overview of the type of queries that are covered as part of your support agreement as well as items that are out of scope.

This isn’t a definitive list and queries will be assessed by the Support Team and a service request raised accordingly.  

This page covers Microsoft Dynamics 365 for Sales and Microsoft Dynamics 365 Business Central

Microsoft Dynamics 365 for Sales

In Scope

  • How To question 
  • Problems with… 
  • Bugs (for systems we have implemented) 
  • Request logging for additional work 
  • Outlook integration issues (based on out of the box configuration) 
  • SharePoint Integration issues (based on out of the box configuration) 
  • Performance issues 
  • Third party integrations we have created and maintain e.g. Finance integration, DCP, PowerObjects, marketing automation 
  • User management for new users, leavers, and adding/removing to existing security roles 
  • Procuring new or amending/cancelling existing licences 
  • SSRS reports we have written where no changes have been made to the report but they have stopped working e.g. due to an upgrade 
  • Items below are subject to fair use policy. We monitor the number of new fields, workflows, BPFs created etc and reserve the right to quote for this as chargeable work  
  • Entity form layout changes 
  • Entity field create simple (single entity) 
  • Entity view create 
  • Entity view modify 
  • Entity chart create 
  • Entity chart modify 
  • BPF modify low complexity 
  • Workflow create low complexity 
  • Workflow modify low complexity 

Out of scope

  • Major Upgrades 
  • Hardware and Platform issues are excluded from this contract (including unsupported browser issues) 
  • Third party software integrations with CRM e.g. Excel files, .NET code, websites 
  • Bugs (for systems we haven’t implemented) 
  • Plugin problem diagnosis and resolution 
  • Anti-virus or 3rd party software issues that impact Dynamics 
  • Creating new entities 
  • Creating complex fields (e.g. roll ups, calculated fields) 
  • Business rule create 
  • Business rule modify 
  • Workflow create medium complexity 
  • Workflow create high complexity 
  • Workflow modify medium complexity 
  • Workflow modify high complexity 
  • BPF create/modify medium complexity 
  • BPF create/modify high complexity 
  • SSRS report we haven’t written or those we haven’t modified ourselves are excluded from support. These typically take 2+ days to develop and require specialist consulting skills which are charged on a time and materials basis. 
  • Changes to configuration you have made which break the system 
  • Consultancy with 3rd parties 
  • Data Imports 
  • Training for new starters 
  • Training Material for developments after Go Live (or for systems we haven’t implemented) 
  • New DCP documents 
  • Branding and logo changes on system / document templates

Microsoft Dynamics 365 Business Central

In Scope 

  • How To  question  
  • Problems with…  
  • Bugs (for systems we have implemented)  
  • Request logging for additional work  
  • Minor upgrades 
  • Edit in Excel for data management 
  • Outlook integration issues (based on out of the box configuration)  
  • SharePoint Integration issues (based on out of the box configuration)  
  • Performance issues  
  • Third party integrations we have created and maintain e.g. Equisys, Abakion 
  • User management for new users, leavers, and adding/removing to existing security roles  
  • Procuring new or amending/cancelling existing licences  
  • SSRS reports we have written where no changes have been made to the report but they have stopped working e.g. due to an upgrade  

Out of scope 

  • Major Upgrades  
  • Hardware and Platform issues are excluded from this contract (including unsupported browser issues)  
  • Third party software integrations with Business Central e.g. Excel files, .NET code, websites  
  • Bugs (for systems we haven’t implemented)  
  • Extension problem diagnosis and resolution  
  • Anti-virus or 3rd party software issues that impact Business Central 
  • SSRS report we haven’t written or those we haven’t modified ourselves are excluded from support. These typically take 2+ days to develop and require specialist consulting skills which are charged on a time and materials basis.  
  • Changes to configuration you have made which break the system  
  • Consultancy with 3rd parties  
  • Data Imports  
  • Training for new starters  
  • Training Material for developments after Go Live (or for systems we haven’t implemented)  
  • Branding and logo changes on system / document templates