Ongoing support after go-live
The system needs attention after implementation too. We define clearly what is included, how to reach us and how quickly we respond.
What support includes
User consulting
Answers to questions about working in the system and about processes.
Incident resolution
Diagnosing and fixing configuration, data or integration errors.
Configuration
Changing settings, reports and access rights.
Updates
Checking extension compatibility with Business Central updates.
Integrations
Monitoring data exchange with connected systems.
Development
New processes, reports and extensions — estimated and approved separately.
How it works
- 1
Logging
You submit a request through the agreed channel; every request gets a number.
- 2
Classification
We set the priority according to the impact on your business.
- 3
Resolution
The responsible specialist works on the request and keeps you informed.
- 4
Confirmation
The request is closed once you confirm the result.
Priorities and response times
Exact times are set in the support agreement (SLA).
| Priority | Example |
|---|---|
| Critical | The system is down, work has stopped |
| High | An important process fails, a workaround exists |
| Normal | An error that does not block work |
| Low | Question, consultation, improvement |
Who is responsible for what
Each party’s responsibilities are set out in the agreement — no grey areas.
Microsoft
- Business Central online infrastructure
- data centre availability
- platform updates
clouddynamics
- configuration and extensions
- integrations we build
- user support under the agreement
Your company
- approving access rights
- accuracy of the data entered
- internal processes and decisions
Your company data: where it is and who can access it
We explain openly how data is protected and what the limits of the chosen configuration are.
Hosting model
Business Central online runs in the Microsoft cloud; the data centre region is stated in the proposal. Installation on your own servers is also possible — we discuss the pros and costs of each option.
Access rights
Each user sees only what their role allows. Sign-in uses your company’s Microsoft accounts, with optional two-step verification.
Backups
In the online version backups are managed by Microsoft; the restore procedure and timelines are described in the agreement.
Recovery and responsibility
We agree on the recovery procedure, contact persons and each party’s responsibilities.
We do not promise “absolute protection” — we describe concrete measures and their limits.
Frequently asked questions
Who is responsible for the system after implementation?
The support agreement defines what is included, working hours, how requests are logged and the response times. It also sets out who is responsible for changes, updates and integrations.
Can we trust the system with our data?
We explain where the data is hosted, who has access and with which rights, how backups are made and how the system is restored. We are also open about the limits of the chosen configuration — no promises of “absolute protection”.
Start from the business processes, not from licenses
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