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Dynamics 365 Support by Intelisense IT

Your Microsoft Dynamics 365 platform runs finance, operations, sales and service. When something goes wrong or a business change needs to be reflected in the system you need a support partner who can respond quickly, own the issue and keep the platform aligned with the business.
Intelisense IT provides structured Dynamics 365 support for UK organisations who want more than a reactive ticketing queue. We combine incident management, specialist expertise, service governance and advisory support in one predictable service model so your platform stays reliable today and continues to improve over time.

Why Choose Intelisense Dynamics 365 Support?

Dynamics 365 support isn’t a ticket queue. It’s a structured, governed service designed to protect performance today and improve the platform over time with no surprises on cost or scope.

Fast, structured incident response

Nominated users raise incidents through a 24/7 portal. Every ticket is triaged, owned and progressed against agreed service levels no black hole, no guesswork.

Fixed, predictable service model

Transparent support packages with clearly defined inclusions. You know what you are getting, what you are paying and how the service is governed.

Zero surprise billing

Trusted Microsoft Partner

Delivered by InteliSense IT, a Microsoft Solutions Partner for Business Applications with over 15 years of Dynamics 365 consulting expertise.

Functional And Technical Depth

Consultants who understand finance, operations, sales and service not just the platform. Investigation stays close to what the business is trying to achieve.

The value loop

Continuous Improvement Built in

Continuous Improvement Built In

Service reviews, root-cause analysis and roadmap reviews turn every incident into a chance to strengthen how Dynamics 365 serves the business.

What's Included in Dynamics 365 Support

One coherent service model covering the areas that matter most from break-fix to roadmap.
Break-fix support

Investigation, replication, diagnosis and resolution of technical or functional issues not operating as expected.

Critical situation support

Structured coordination between the customer, InteliSense specialists and relevant software providers for serious service-impacting situations.

Advisory support

Remote consultancy, training, small developments, software modifications, data corrections and code fixes beyond standard break-fix.

Service governance

Incident reviews, follow-up actions, recurring issue analysis, service performance and improvement priorities.

Roadmap & optimisation

Regular assessment of platform effectiveness against current use, planned business changes and future Microsoft capabilities.

Software provider escalation

Coordinated escalation to Microsoft or relevant third-party software providers when appropriate and within the support arrangement.

  • Our process

How Our Support Works

  • Stage 1 of 5

Log & Triage

What we do
Nominated users raise incidents through the support portal; business impact and urgency are assessed.
Outcome
Every incident has a clear owner from when it’s logged in the portal
  • Stage 2 of 5

Investigate

What we do
Functional and technical specialists analyse, replicate and diagnose the issue in context.
Outcome
Root cause understood, not just the symptom.
  • Stage 3 of 5

Resolve

What we do
Resolution, workaround or coordinated escalation to Microsoft or the relevant ISV is progressed.
Outcome
Service restored within agreed service levels.
  • Stage 4 of 5

Review

What we do
Structured service reviews cover incident trends, follow-up actions and service performance.
Outcome
Leadership visibility, not just ticket noise.
  • Stage 5 of 5

Improve

What we do
Advisory work, optimisation and roadmap reviews turn insight into platform improvement.
Outcome
Dynamics 365 gets stronger every quarter.

Support Packages Choose the right fit

Three operating models designed to match the complexity of your Dynamics 365 environment and how critical the platform is to daily operations.
Support Plans
Standard
Essential Coverage
Essential Dynamics 365 support coverage for organisations with stable, defined environments.
Enhanced
Regular Engagement
For organisations requiring more regular support engagement and structured service reviews.
Premium
Business-Critical
For complex or business-critical Dynamics 365 environments needing closer service management.
Support portal access ✔Included ✔Included ✔Included
Unlimited break-fix incident logging ✔Included ✔Included ✔Included
Response & Resolution SLAs Defined in service agreement Defined in service agreement Defined in service agreement
Microsoft / ISV escalation coordination ✔Included ✔Included ✔Included
Service reviews As agreed Structured cadence Structured cadence
Roadmap reviews — ✔Included ✔Included
Dedicated Service Delivery Manager — — ✔Included
Enquire → Enquire → Enquire →

Standard

Essential Dynamics 365 support coverage for organisations with stable, defined environments.
Essential coverage
  • Support portal access
  • Included
  • Unlimited break-fix incident logging
  • Included
  • Response & resolution SLAs
  • Defined in service agreement
  • Microsoft / ISV escalation coordination
  • Included
  • Service reviews
  • As agreed
  • Roadmap reviews
  • ---
  • Dedicated Service Delivery Manager
  • ---
Enquire about Standard

Enhanced

For organisations requiring more regular support engagement and structured service reviews.
Regular Engagement
  • Support portal access
  • Included
  • Unlimited break-fix incident logging
  • Included
  • Response & resolution SLAs
  • Defined in service agreement
  • Microsoft / ISV escalation coordination
  • Included
  • Service reviews
  • Structured cadence
  • Roadmap reviews
  • Included
  • Dedicated Service Delivery Manager
  • ---
Enquire about Standard

Premium

For complex or business-critical Dynamics 365 environments needing closer service management.
Business-Critical
  • Support portal access
  • Included
  • Unlimited break-fix incident logging
  • Included
  • Response & resolution SLAs
  • Defined in service agreement
  • Microsoft / ISV escalation coordination
  • Included
  • Service reviews
  • Structured cadence
  • Roadmap reviews
  • Included
  • Dedicated Service Delivery Manager
  • Included
Enquire about Standard

FAQs

What is break-fix support?
Break-fix support is used when something in the Dynamics 365 environment is not working as expected. The team investigates the issue, identifies the cause and works towards a resolution.
Critical situation support covers serious service-impacting issues such as system-down scenarios. The team coordinates with the customer and the relevant software provider within the applicable support hours to progress resolution.
Support SLAs are agreed service levels for response and resolution. They set expectations around how quickly incidents are acknowledged and progressed based on priority.
InteliSense can review your current Dynamics 365 implementation, usage and business requirements, and recommend Standard, Enhanced or Premium based on complexity, criticality and demand on the platform.
Yes. InteliSense can assess an existing environment and take on support for solutions implemented by another partner, subject to a service review and agreement.
A Service Delivery Manager develops a deeper understanding of your solution, supports investigation and resolution activity, and provides a more structured, continuous support relationship where included in the package.
Yes. Support extends beyond incident resolution to include advisory work, service reviews and roadmap reviews that help protect and improve the value of your Microsoft investment.

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