Services / Dynamics 365

Dynamics 365 Support Services

Going live with Dynamics 365 is the beginning, not the end. Finsys Apps provides responsive, expert post-go-live support that keeps your system performing, your team productive, and your business protected — with a team that knows your implementation because they built it.

Young customer service woman in office with headset

The Problem with Most Dynamics 365 Support

Many businesses go live with Dynamics 365 and then find themselves relying on a generic helpdesk staffed by people who have never seen their system. Tickets are raised, acknowledgements are sent, and then nothing happens for days while the issue sits in a queue. When a response eventually arrives, it frequently comes from someone who needs to ask for context that should already be on file — and the resolution, when it comes, fixes the symptom rather than addressing the underlying cause.

Finsys Apps support works differently. Because we implement the systems we support, our consultants know your configuration, your integrations, your customisations, and the business logic behind them. When you raise a support request, you reach someone who can diagnose the issue with context — not someone who needs you to explain how your system works before they can begin.

Named Consultants

You reach someone who knows your system — not an anonymous helpdesk.

Defined SLAs

Clear, contractual response and resolution targets for every priority level.

UK-Based Team

No offshore hand-offs, no time zone complications, no outsourced helpdesk.

Support Plans

Finsys Apps offers structured support plans designed to match the operational requirements of different organisations. Whether you need baseline cover for a small team or dedicated support with guaranteed response times for a business-critical deployment, we have a plan that fits.

Essential Support

Core cover for organisations with stable, established Dynamics 365 deployments. Provides access to our support portal, defined response times, and a monthly allocation of advisory hours for minor configuration queries and guidance.

  • Support portal access with tracked ticket management
  • Response times: 4 hours for critical issues, 1 business day for standard requests
  • Coverage: Monday to Friday, 9am–5:30pm
  • Monthly advisory hours for configuration guidance and minor amendments

Professional Support

Enhanced support for growing organisations with complex deployments or higher operational dependency on Dynamics 365. Adds extended hours, faster response SLAs, and a named senior consultant who knows your account.

  • Named senior consultant with knowledge of your specific configuration
  • Response times: 2 hours for critical, 4 hours for high-priority, 1 business day for standard
  • Coverage: Monday to Friday, 8am–6pm
  • Expanded monthly advisory hours
  • Quarterly review calls to address emerging requirements and system health

Enterprise Support

Maximum cover for organisations running business-critical Dynamics 365 environments where system downtime has direct operational or commercial impact. Provides the fastest response SLAs, extended hours, and a dedicated account consultant.

  • Dedicated account consultant — your primary contact for all support and advisory matters
  • Response times: 1 hour for critical, 2 hours for high-priority, 4 hours for standard
  • Coverage: Monday to Saturday, 8am–8pm, with out-of-hours emergency contact
  • Generous monthly advisory hours with rollover
  • Monthly review calls and proactive system health monitoring
  • Annual system health review and optimisation assessment

What Our Support Covers

Finsys Apps support covers the full scope of your Dynamics 365 environment — not just the core application but the integrations, customisations, and Power Platform components that Finsys Apps has implemented or taken over support responsibility for.

  • Break-fix resolution — rapid diagnosis and resolution of issues affecting system functionality or user productivity
  • User queries and guidance — answering how-to questions and helping users get the most from the platform
  • Configuration changes — minor amendments to workflows, views, forms, reports, and system settings
  • Integration monitoring — oversight of integrations between Dynamics 365 and connected systems, with proactive alerts for data flow failures
  • Microsoft update management — review of release wave updates, sandbox testing, and managed deployment to production
  • Performance issues — investigation and resolution of slowness, timeout errors, and degraded system performance
  • Security and access — user provisioning, role management, and security configuration support

Why Businesses Choose Finsys Apps for Support

If your current Dynamics 365 support is not meeting your expectations — whether that is slow response times, a lack of technical depth, or consultants who do not know your system — Finsys Apps can take over support responsibility regardless of who implemented your solution. We conduct a structured onboarding process to understand your environment and ensure our team has the context needed to support you effectively from day one.

  • The consultants who support you know Dynamics 365 deeply — this is not a generic helpdesk
  • Transparent SLAs with defined response and resolution targets for every priority level
  • Single point of contact for all support, advisory, and enhancement needs
  • Proactive communication — you are told about relevant Microsoft updates before they affect your system
  • Flexible plans that scale as your business and your Dynamics 365 footprint grow
  • UK-based team — no offshore hand-offs, no time zone complications

“I started Finsys Apps because I believed businesses deserved better — better implementations, better support, and better outcomes from their technology investment. Every client we work with gets my personal commitment to that standard.”

Matt Cooke

Founder & CEO, Finsys Apps

Frequently Asked Questions

Do I need to have been a Finsys Apps implementation client to access support?

No. Finsys Apps provides support for Dynamics 365 environments implemented by other partners. We conduct an onboarding assessment to familiarise ourselves with your configuration before taking over support responsibility, ensuring there is no gap in cover during the transition.

If you approach or exceed your monthly advisory hour allocation, we will notify you before additional charges apply. Additional hours are charged at a pre-agreed consultancy rate. For clients who consistently require more hours, we will recommend moving to a plan with a higher allocation.

All support requests are raised through the Finsys Apps support portal at support.finsysapps.com. Urgent or critical issues can also be escalated by phone. Every ticket is assigned a priority level on submission, and you receive an acknowledgement with the expected response time based on that priority.

Yes. Microsoft releases two major update waves per year for Dynamics 365. As part of our support service, we review incoming release wave content, identify features relevant to your configuration, and test updates in a sandbox environment before they reach your production system — avoiding disruption and ensuring you benefit from new capabilities in a managed way.

Let’s Make Things Happen

Take the first step to streamlining your business processes by getting in touch today.

“Matt and his team at Finsys Apps were fabulous. They took us through the implementation of Microsoft Dynamics Business Central, helping us design our new BI financial reporting structure, migrate our legacy data and developed new integrations.  The whole process was painless”.

David Drummond

Finance Director, Stott and May