If you’ve started looking at how to get the best support for your Dynamics 365 solution, you have probably come across the Microsoft professional direct support plan. You may be wondering how it compares with getting support from a Dynamics 365 partner like Inciper. Below we have set out 5 areas of comparison to look at factors which might influence your choices.
Fixed cost vs. flexible pricing
Let’s be honest – cost is going to be a key factor when you talk to your colleagues about which Dynamics support provider you should use. The Microsoft professional direct support plan has a standard cost based on a per user per month model which gives you a standard offering. To see the current pricing, you will need to check Microsoft's pricing page.
Inciper has a model based on a flexible support catalogue, which gives you a support package tailored to your individual needs. This allows you to choose between an SLA based on response or resolution, opt for different cadences of service review, and decide what support hours you want. Each of these options influences the price, and as we want to build a long-term relationship with you, we also offer discounts on multi-year contracts.
Want to find out more about choosing a Microsoft Dynamics support provider? Click the button below to download our free Buyer’s Guide to Managed Services for Microsoft Business Solutions:
Basic service vs tailored support
If something goes wrong, how soon will you get it fixed? With both Dynamics 365 partner support and Microsoft, it depends on the severity of the issue. For a critical issue, you should expect a call back in one hour. For a lesser priority, you will get a response based on the established SLA. To log defects, you should be able to call or use a web portal. The response should be the same no matter which method you use.
At the base level, there is very little space between Microsoft and a Dynamics 365 partner. This is not a surprise, as the service offering is the critical part of contracting with a managed services provider. However, a Dynamics 365 partner can go above and beyond to be reactive for your needs. As an example, Inciper can offer an SLA based on the time to resolve an issue, not just the time to respond.
Local understanding vs. international cover
Where are your support partners located? It can make a real difference when trying to explain the context of an issue. Inciper’s support staff are all UK based, so it will always be someone with an understanding of UK business norms that takes your call.
Microsoft has a range of support centres around the world and the next available operative will pick up your call. This will give you a potential advantage in terms of volume of personnel available.
Personalised vs distributed service
When contracting with a global player like Microsoft, you gain access to a large pool of resources who can help to resolve any issues you are experiencing. However, you may never speak to the same person twice as anyone in a globally distributed team can investigate your issue. On the other hand, with support from a Dynamics 365 partner like Inciper, you can build up a relationship with our support desk and our team of consultants who will learn your business and be reactive to your needs.
Reactive response vs. proactive management
At Inciper we want to understand your business and ensure that you are always aware of any ways that a new product or feature can work to your advantage. We assign one of our solution architects to you, their role is to understand your business strategy and always work to maximise your investment in Dynamics. This goes beyond the on-demand advisory services offered by Microsoft and reflects our commitment to a long-term relationship.
Final thoughts
Many factors may influence your choice around Dynamics 365 support providers. It’s down to you to decide which is most important for your business. Microsoft has a strong entry-level support option which is worth investigating as the developers of the product. At Inciper we believe in forming a long-term partnership with our customers, looking for a relationship based on trust and confidence so that our companies can grow together.
Inciper provides an ITIL compliant full-service management capability across Microsoft Business Solutions – Dynamics 365 for Finance and Supply Chain; Dynamics 365 for Customer Engagement; Dynamics AX; Dynamics CRM; Data and Analytics (PowerBI) and the Power Platform. We are experts in managing solutions delivered by other Dynamics partners.
