Dynamics 365 Customer Service

T&M Implementation

• The full implementation on time and materials, billed to actual hours as consumed
• A written estimate up front, revisited at every phase gate
• Design and build run in parallel: the blueprint evolves while early phases are already being delivered
• Scope stays flexible, with changes approved through a written change order

• Simpler footprints with a clear picture of their requirements
• Teams comfortable steering scope as the work unfolds

Fixed-Fee Discovery & Design

• The first phase of a full implementation, run as a standalone engagement with its own deliverables (we call it Phase 0)
• Current state documented, future state designed, and the implementation blueprint delivered
• A fixed-fee implementation proposal, priced against confirmed scope
• Deliverables are platform-agnostic, not tied to Microsoft or to us, and detailed enough for any qualified partner to quote a fixed fee
• The fee is credited in full toward the implementation if you proceed with us within three months

• Complex or unclear scope, where guessing is expensive
• Boards and leadership teams that prefer the certainty of a detailed roadmap and fixed-fee scope before implementation kicks off

Fixed-Fee Implementation

• Follows a completed Discovery & Design engagement
• The implementation at a fixed price, quoted against the scope confirmed in discovery and design
• Milestone billing tied to deliverables you can verify
• Change orders only when the scope itself changes

• Budget certainty required before kickoff
• Regulated or board-governed purchases

T&M support & training

• Support billed hourly, as you need it, with no monthly fee
• Escalation straight to the team that built your system, including your solution architect
• Training sessions on request: new hires, refreshers, or a deep dive on one module
• Minor configuration changes scoped in writing before work starts

• Larger teams with dedicated in-house Dynamics resources
• Staff comfortable with a self-service approach
• Teams looking for escalation support and occasional training

Flat-fee Customer Service support & training

• Reduced professional services rates for your implementation
• SLA-backed unlimited support during business hours
• Minor modifications to existing configurations
• Training for new agents so the queue never depends on tribal knowledge
• Training on new Microsoft wave releases: updates ship twice a year, announced in advance, and we prep your team before each one lands

• Smaller teams without dedicated in-house Dynamics resources
• Leadership that prefers flat-fee simplicity and wants staff to ask for help without watching a meter
• Teams with predictable growth plans and support needs

Fully managed Dynamics & IT support

Everything in the flat-fee Customer Service support & training option, plus managed IT services:

• Our lowest professional services rates for your implementation, as part of a holistic ongoing engagement
• Microsoft 365 administration
• Endpoint monitoring, patching, and security configuration
• Security monitoring, threat response, and email security
• IT vendor and license management
• vCIO strategic advisory
• Helpdesk and level 1, 2, and 3 support for staff
• SLA on system-blocking issues

• Teams without dedicated in-house Dynamics and IT support staff
• Companies that prefer a single outside partner across their entire IT footprint, from applications through general IT operations