Microsoft Dynamics 365 · Support
As a Microsoft Dynamics 365 partner, we are the specialists you can reach today — not next week. When your Dynamics 365 hangs, returns bad data, or a module breaks after an update, we respond in under 4 hours.
First-time customer offer
You choose the callback window — within 1 hour, 4, 24, or 48 hours (Mon–Fri, 8 AM – 6 PM CET). You choose the channel — phone or Microsoft Teams — and the language German or English. No contract commitment, no obligation.
Three support models
Which model fits depends on how business-critical your Microsoft Dynamics 365 implementation is and how predictable you want to make support demand.
Hour quota without contract commitment. You reach out when you need something, we bill by the hour.
Monthly service contract with a guaranteed hour quota and priority handling. Our standard for running Microsoft Dynamics 365 implementations.
Enterprise support with a dedicated contact and 24/7 options. For business-critical implementations with high downtime risk.
SLA comparison
The most important question before any support contract isn't the hourly price — it's what the SLA actually guarantees: response time, first diagnosis, service hours, escalation path, tenant knowledge, release-wave maintenance. Here is the direct comparison of our three models.
All prices plus statutory VAT. The SLA values are standard values — on request we adjust response time, service hours, and escalation hotline to the business criticality of your Microsoft Dynamics 365 implementation.
What we cover
Seven typical issues that reach us daily — from acute incidents to structural optimizations.
Plug-in pipelines that suddenly overwrite values after a release-wave update. Workflows that stop triggering in production but still work in test. Classic Microsoft Dynamics 365 Customer Engagement Apps and Business Central.
List views that take 30 seconds. Duplicates from a migration. Data-model drift between test and production. We analyze what to repair and what to redesign.
Users without access. Roles with too many rights. Team Member licenses that suddenly need full-user functions. We know the license matrix — and the right tool: our License Cost Calculator.
Power Apps, Power Automate, Power BI — as extensions to Microsoft Dynamics 365. We maintain existing extensions or build new ones without you having to hire specialists.
SAP, Oxaion, NAV, custom ERPs — anything that talks to Microsoft Dynamics 365 via API. We know master-data sync, order processing, exception handling. Live reference: our Intercompany Integration.
Microsoft release waves twice a year. Including customization compatibility check, test scripts, rollback plan. Automatically included in Application Care contracts.
Migration from Salesforce, NAV, Excel, Access, other CRMs. Data cleansing with Power Query, KingswaySoft, or Skribbla. Validation reports that show what fits before go-live and what doesn't.
You have a different partner — the cooperation has ended but the system keeps running. We take over maintenance. A code review in the initial conversation clarifies whether the takeover is realistic.
Module coverage
Microsoft Dynamics 365 is a platform of dozens of standalone apps — no partner can honestly claim to master all of them equally deeply. Here is the honest breakdown of where our focus lies and where we refer to specialized partners.
Escalation paths
A good support partner isn't the one who solves every problem alone — it's the one who knows when and how to engage the next level, without you as the customer having to worry about it. Our escalation model has four stages.
Initial intake by our helpdesk. Ticket capture, case ID, first classification of severity (P1–P4), and assignment to the right consultant.
If the helpdesk consultant doesn't make progress after 2 hours, a solution architect with deep knowledge of the affected app takes over. Classic triggers: undocumented platform behavior, complex data-model drift, hard-to-reproduce plug-in errors.
If the error sits in the Microsoft platform — a platform bug, undocumented behavior, a missing API function — we open a ticket in the Partner Center as a Microsoft Partner. You don't have to escalate yourself; we communicate with the Microsoft engineers on your behalf.
For enterprise plans with an assigned Microsoft Customer Success Account Manager (CSAM), we escalate directly to your CSAM as an additional stage. Prerequisite: an active Enterprise Agreement or comparable contract with an assigned contact.
Important context: We don't promise a Microsoft Premier Support level — but we do have established escalation paths as a Microsoft Partner and can use them on your behalf. If you additionally have a direct Microsoft Unified Support contract, we coordinate the parallel tickets so you don't have to explain things twice.
What matters
Whether you choose arades, another partner, or Microsoft Unified Support directly — these six criteria help you tell an honest support provider from a pure hour-seller.
A good SLA names response time, first diagnosis, service hours, and escalation hotline with concrete time windows. If the provider promises a "fast response" but gives no numbers, that's a warning sign. Ask: what happens if the SLA is breached? Is there a service-credit arrangement?
If every new ticket handler has to learn your tenant from scratch, you're paying for onboarding instead of support. A good support provider maintains a tenant profile with data model, customization inventory, and known pitfalls — and draws on it for every ticket.
Opening Microsoft tickets on your behalf is only half the job. More important is that your partner knows when a ticket needs the Microsoft engineering path and when it stays a customization-drift issue. That judgment separates senior consultants from junior helpdesk shifts.
Microsoft publishes a release wave twice a year with binding platform changes. A good support partner reads the preview notes 3 months before go-live, checks your customizations for compatibility, and plans test scripts and rollback. Anyone who only calls you after the release wave reached you too late.
Every Microsoft Dynamics 365 implementation accumulates customization layers over the years that no longer fit the current platform. A good support partner regularly proposes refactorings — even when that means fewer hours in the short term. Hour-maximizing partners don't do that.
What's included in the monthly flat fee? What's billed on top? What happens when the hour quota is exceeded — preferred hourly rate or standard rate? These rules are stated explicitly in any fair Application Care contract, not in the fine print.
Example tickets
To give you a sense of what actually comes up in Microsoft Dynamics 365 support — three tickets from the past few months, anonymized and reduced to the essentials.
Industry: mechanical engineering · Module: Sales · Severity: P2
After wave 2 of a Microsoft release update, a C# plug-in on the opportunity entity suddenly fired twice and overwrote forecast values. Cause: a deprecated plug-in registration stage was changed by Microsoft, and the plug-in logic didn't properly check the execution-context depth.
What we did: reproduction in a sandbox tenant within 6 hours, plug-in refactoring with a depth check, redeployment, written documentation of the wave risk for the next two releases. Total effort: 7.5 hours, billed from the Application Care quota.
Industry: B2B services · Module: Customer Service · Severity: P2
A Customer Service implementation with 2.4 million cases saw list views taking 30 seconds. The client's first guess: "We need more license capacity." The actual cause: a FetchXML-based view without an index hint, combined with a multi-entity lookup column that Microsoft Dataverse recalculated on every render.
What we did: view optimization, reduction of the lookup columns to two, an index recommendation reported to Microsoft engineering, a performance-monitoring setup with Application Insights. Result: render time from 30 s down to 1.8 s. No additional license needed.
Industry: software vendor · Module: Sales + Project Operations · Severity: P1
Mid-migration from an old on-premises Dynamics CRM, it turned out that 14,000 activity records were being loaded into the new tenant without a RegardingObjectId relationship. The risk: loss of the link to accounts and opportunities — effectively data loss for the sales history.
What we did: immediate stop of the import within 30 minutes of escalation, backup restore to a sandbox tenant, a new migration mapping with KingswaySoft including parent-lookup resolution, full re-migration over the weekend. No operational data loss, go-live on Monday as planned.
Our process
By phone (+49 69 401 507 260), email (website@arades.de), or Calendly slot. We capture the issue, assign a case ID, and give you a first classification.
First diagnosis within 24 hours. We look into the system (with your access), reproduce the error, check logs, identify the root cause. You receive a written assessment: what it is, what it costs, how long it takes.
With your approval we fix the issue. If it sits with Microsoft: we open a ticket, communicate with the Microsoft engineers, and keep you informed. You don't have to escalate yourself.
What we changed, why, with what consequences. So the same error doesn't happen twice — and so your next partner (or you yourself) can understand the system.
Qualification
We have done Microsoft Dynamics 365 since the CRM 3.0 era. That means we know the pitfalls, the archived limitations, the undocumented behaviors of the platform. Much of this isn't written down anywhere — we know it from lived projects.
Frequently asked questions
Within 4 hours during business hours (8 AM – 6 PM CET). A first diagnosis is provided within 24 hours, often much sooner.
Getting started is free: in a 15-minute initial diagnosis we assess your issue and tell you honestly what needs to be done — with no obligation. If it turns into an actual engagement, an hour in the pay-per-hour model costs €180 net, with no contract commitment; an Application Care contract starts from €720 net per month for 4 guaranteed hours with priority handling. The €180 rate applies to non-binding ad-hoc requests — the hourly rate can be adjusted downward as the relationship deepens (ongoing contracts, committed volume, a care model). The non-binding one-off case is deliberately the most expensive route.
Yes. We take over the maintenance of existing customizations — from plug-ins to Power Platform extensions. A free code review in the initial conversation clarifies whether the takeover is realistic.
Yes. As a Microsoft Partner we have direct escalation paths to Microsoft support. We open tickets on your behalf, communicate with the Microsoft engineers, and document progress for you.
Microsoft Dynamics 365 Sales, Customer Service, Field Service, Project Operations, Customer Insights Journeys (Customer Engagement Apps), and secondarily Microsoft Dynamics 365 Business Central (SMB ERP). For the ERP apps Finance, Supply Chain Management, Commerce, and Human Resources we refer to specialized F&O partners from our network — see also our D365 ERP knowledge area.
Standard support 8 AM – 6 PM CET. 24/7 support only with the Strategic Care contract and a dedicated on-call team — specifically for business-critical implementations with high downtime risk.
Application Care is a monthly service contract with a guaranteed hour quota (from 4 h/month) and priority handling. Pay-per-hour is more flexible but without response guarantee. For business-critical systems we generally recommend Application Care.
15 min · free · no obligation
Bring your Microsoft Dynamics 365 issue into a 15-min call. We listen, classify, and tell you honestly what it costs — or whether you can solve the problem yourself.
Accompanying services
Engineering projects rarely stand alone — license logic, architecture clarification, quality gates, knowledge transfer, and follow-up operations usually run in parallel. Here are the most common accompanying services we add via Discovery Spike, sprint fixed price, or Application Care contracts.
Before · Architecture
Before implementation begins: tenant structure, data model, security concept, integration mapping. The result is an architecture document any engineering team can build on — including one other than us.
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Before · CSP
Which license bundles for which users, which add-on SKUs are required, where you are over- or under-licensed. Sourced as a Microsoft Licensing Partner — with the option to use CSP purely as control without margin maximization.
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During · Quality gate
An independent second opinion during a running implementation project — whether we run it ourselves or another partner does. CMMI-based quality gates, risk reviews, fixed price per gate.
During · Adoption
Not the classic two-day workshop that's forgotten a week later — but a dynamic learning program over 4–6 weeks with initial training, application phases, and follow-up sessions. Training matrix across roles and topics.
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After · Operations
After go-live: a predictable Application Care contract with a monthly flat fee, SLA-based. Includes releases, hotfixes, enhancements, tenant hardening — and continuous guidance rather than ticket-only response.
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After · Knowledge
When the original developers are gone, the predecessor partner is no longer reachable, or documentation is outdated — reverse engineering of the existing solution with a documented result: code map, data model, customization inventory.
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