Managed support for Business Central: a help desk for questions and fixes
Business Central managed support is a help desk for your users after go-live. People raise questions and issues by email or phone in US business hours. They reach consultants who know your setup. We answer how-to questions, fix posting errors and failed jobs, and make small configuration changes. Ongoing administration and update testing sit in our managed services, and a support contract sets out the written terms.
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Business Central managed support from a help desk that knows your setup
Your users raise tickets by email or phone during US business hours. They reach people who can see your configuration notes and history. So we fix a posting error or a blocked approval without a long explanation first.
The desk covers your Business Central environments, the extensions we know about and the integrations listed when support starts. Third-party add-ons stay with their publisher for code fixes. We still take the first question and pass on what we find.
Ask about the help desk →
- ✓How-to questions from users
- ✓Posting and setup errors
- ✓Permissions and new users
- ✓Failed jobs and integrations
- ✓Small configuration changes
What can users ask the help desk?
Users can ask anything about their daily work in Business Central. How do I reverse this entry? Why will this order not release? Where did this report go? We answer in plain language and show the steps by screen share when that is faster.
When the same question comes up more than once, we write a short guide for it. The next person then finds the answer without a ticket. New starters get the right permissions and a pointer to the guides for their role.
Ask about user help →- ✓How-to questions by email or phone
- ✓Screen share walkthroughs
- ✓Short guides for repeat questions
- ✓New users and permission sets
- ✓Role center and personalization help
How issues and errors get fixed
Issues get fixed in order of business impact. A stuck shipment or a failed payment run comes before a report tweak. Each ticket has an owner and a visible status, so you always see what is open and who is working on it.
We look for the root cause, not only the symptom. A posting error may trace back to a setup table, a dimension rule or an extension. We fix the cause and note it on the ticket. If an issue turns out to be a Microsoft product defect, we raise it with Microsoft and track it for you.
Talk about issue handling →
- ✓Triage by business impact
- ✓Named owner per ticket
- ✓Visible ticket status
- ✓Root cause notes
- ✓Microsoft defects escalated
Small changes and when work becomes a project
Small changes are part of the desk. Examples are a new field on a list, a report layout tweak, a new approval user or an adjusted posting setup. When a change touches posting, we make it in a sandbox first and then move it to production.
Larger work is different. A new integration, a new module or an extension gets a written estimate, and you approve it before it starts. Ongoing administration, such as environments, release testing and scheduled jobs, belongs to our managed services. That keeps the help desk focused on your users.
Talk about a change →- ✓Field and page changes
- ✓Report layout tweaks
- ✓Approval and workflow setup
- ✓Written estimate for larger work
- ✓Your approval before work starts
Starting managed support, including systems another firm built
Managed support starts with onboarding. We document your setup, extensions, integrations and open issues, and agree contacts on both sides. For a system another firm implemented, we begin with a health check of setup, extensions and permissions. So we are not learning it during your first urgent ticket.
Then the desk opens to your users, and you see each ticket's status as it moves. Sataware answers pricing questions on a call. To see what support would cover for your company, ask for a scoped proposal.
Ask for a scoped proposal →
- ✓Setup documented
- ✓Health check for inherited systems
- ✓Contacts agreed
- ✓Open issues listed
- ✓Scope of cover in writing
Business Central support questions
What is Business Central managed support?
It is a help desk for your Business Central users after go-live. A consulting team answers how-to questions, fixes posting and setup errors, sorts out failed jobs and integrations, and makes small configuration changes. Larger work is scoped and approved separately.
Can you support a system another firm implemented?
Yes. We start with a health check so we understand the setup and any extensions, then support it like our own. Your data and licenses stay where they are.
Does the help desk handle problems after a Microsoft update?
Yes. If something stops working after an update, raise it like any other issue and we find the cause. Planned testing of each major release in a sandbox, before it reaches production, is part of our managed services, which look after the system itself.
What hours is the help desk open?
Our help desk works US business hours, Monday to Friday. Your agreement sets out how you raise urgent issues.
What does the help desk cover?
User questions, posting and setup errors, permissions and new users, failed jobs and integrations, and small configuration changes. Third-party add-ons stay with their publisher for code fixes. Larger changes are scoped and approved before work starts.
Book a discovery call
Let's talk through your move to Business Central.
A focused call with a senior consultant. We learn how your business runs today, give you an honest view on whether Business Central fits, and outline scope and next steps before you commit to anything.
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