Client support
One portal, real humans, written SLA.
All client support runs through tickets.dynamics365.work. Open a ticket, check status, and reach an on-call engineer when something’s on fire.
Open tickets
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Avg first response
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Updated every 5 minutes from the support portal. Numbers cached locally during page load.
Quick actions
The four things people open this page for.
Open a new ticket
Use the support project. Include screenshots, expected vs actual, and the time it started.
Check my tickets
See status, comments, and the assigned engineer for everything you’ve filed.
Production-down?
After-hours P1: file the ticket, then text the on-call number in your engagement letter.
Feature request
Anything that isn’t a bug. We triage these weekly and reply with sizing.
SLA & hours
The numbers in writing.
| Severity | Definition | First response | Resolution target |
|---|---|---|---|
| P1 — Production down | System or a key business function unusable. | 30 min · 24×7 | 4 hrs |
| P2 — High impact | Major feature broken; workaround exists. | 2 hrs · business hours | 1 business day |
| P3 — Standard | Limited impact; ticketed work. | 1 business day | 5 business days |
| P4 — Request | Feature, enhancement, or question. | 2 business days | Triaged weekly |
SLA terms are restated in your engagement letter. Tiered SLAs (gold/silver/bronze) available with retainer clients.
Support hours
Escalation path
1. File a P1 ticket in the portal — this pages on-call.
2. Text the on-call number in your engagement letter.
3. Practice lead is auto-paged for any P1 open past 30 min.
4. Daily status update posted to the ticket until resolved.
Support packages start with a retainer after go-live.
Tiered SLAs, dedicated engineer hours, and quarterly health reviews. All tickets open in this same portal so there’s no second tool to learn.