Business Central Support

TrueVantage Business Central managed support covers five areas, all delivered by the same named consultants who learn your build and stay with your account. First, a dedicated support team: you speak to the same people each time, not a rotating queue. Second, issue resolution for Business Central and everything connected to it, including integrations, ISV add-ons, Power Platform flows and reporting, raised in a shared ticket portal and graded by severity against your package. Third, system and process optimisation, covering approval workflows, dimension and reporting structures, Power BI reporting and Power Automate flows, scoped and built so the platform keeps pace with the business. Fourth, Business Central training for new starters, refreshers, or new functionality, functional or technical. Fifth, update management: we test and manage Microsoft's monthly service updates and twice-yearly release waves against your environment. Higher tiers add a dedicated MS Teams channel.

TrueVantage offers four managed support tiers, priced on a monthly retainer with a fixed allocation of hours. Essential Edge provides 12 hours a month from £1,650; Momentum provides 16 hours from £2,200; Success Plan provides 20 hours from £2,750 with faster response commitments and a dedicated MS Teams channel. Strategic Track provides 40 or more hours with our fastest commitments and full release-wave management; contact us for tailored pricing. All prices exclude VAT and include discounted professional-services rates. These figures are indicative rather than a rate card. We scope each package against your Business Central footprint (entities, users, integrations, ISV add-ons and how much change you have coming), so the final hours, response times and price follow from that conversation. If you are researching the wider cost of the platform itself, our Business Central implementation cost guide covers licensing and project costs.

Yes. We support Business Central systems regardless of who originally implemented them, and there is no requirement to have implemented with TrueVantage. Onboarding starts with a structured system review. We document your configuration, your customisations and extensions, your integrations and ISV add-ons, your reporting, and any open issues, so the team supporting you understands how your Business Central was actually built rather than working from assumptions. That review also surfaces the things worth fixing early: unsupported customisations, workarounds that should be configuration, and updates that have been deferred. From there you get named consultants who stay with your account, with the same response commitments, the same proactive reviews and the same update management as a system we built ourselves. If you are currently mid-contract elsewhere, we can run the review before you switch, so there is no gap in cover.

Yes. Named consultants are how TrueVantage delivers managed support: you are assigned specific people who learn your system and your business processes and stay with your account. You speak to the same consultants each time rather than a rotating ticket queue. That means faster resolution, because nobody has to re-learn your build before they can help, and advice specific to your configuration rather than generic best practice. Your Business Central consultants are backed by a wider team, so cover does not depend on one person's diary, and our Business Central work is led by a Microsoft-certified Solution Architect. On Success Plan and Strategic Track you also get a dedicated MS Teams channel, so questions reach your consultants directly rather than going through a general inbox. Everything is still logged in the shared ticket portal, so there is a single record of what was asked and what was done.

Standard support runs across UK business hours, with response times graded by severity. A critical issue is one blocking a business process: a failed posting routine, a broken integration run, users locked out at month-end. A standard issue needs attention soon but is not blocking, and minor items cover guidance and how-to questions. Commitments improve as you move up the tiers. Critical issues are answered within 24 hours on Essential Edge and Momentum, 4 hours on Success Plan, and 2 working hours on Strategic Track. Standard issues range from 48 hours down to 12 depending on tier; minor how-to items are answered within 48 hours on every tier. Monthly service updates and release waves are scheduled in advance, not handled reactively, so they land in a window that suits your finance calendar. TrueVantage's wider ERP practice supports clients with operations across the UK and Europe, and extended coverage beyond UK business hours can be discussed when we scope your package.

Ad-hoc support is pay-as-you-go: you raise a request, we quote, and work starts once the quote is approved. That is sensible for a stable system with occasional needs. Managed support is a monthly retainer with a fixed allocation of hours, response commitments graded by severity, named consultants and proactive system reviews. The practical differences show up in speed and continuity. With a retainer there is no quoting delay on each request, the team already knows your build, and a blocking issue is picked up against a commitment rather than whenever a slot frees up. Ad-hoc help also starts cold every time. That matters more on Business Central than people expect, because Microsoft's monthly updates and twice-yearly release waves keep changing the ground underneath your configuration. Most businesses find a managed package more predictable once they are past go-live and the pace of change has settled into a rhythm.

Business Central has no first-party managed-support programme equivalent to Oracle's Advanced Customer Support for NetSuite. Microsoft's own documentation is explicit that every Business Central customer has a partner who assists with technical support, and that the partner is the frontline of support: the in-product Help and Support page is configured to route to your partner, not to Microsoft. Microsoft Unified Support exists, but it is a paid, cross-product enterprise agreement rather than a Business Central support tier, and Microsoft describes its coverage of anything beyond core Microsoft code as best effort. Customisations, extensions, ISV add-ons and custom code come back to the partner regardless. Escalation into Microsoft's engineering teams is normally raised by the partner under a partner support plan. So for Business Central the question is not whether to use a partner, but which one: what seniority you get, whether you speak to the same people, and how updates are managed.

Microsoft ships Business Central on a continuous cadence: monthly minor service updates, plus two major release waves a year, officially named in the form "2026 release wave 1", generally available in early April, and "2026 release wave 2", generally available in early October. Each wave brings new functionality and, sometimes, changes that affect existing configuration, extensions and integrations. Managed support treats that cadence as scheduled work rather than a surprise. Ahead of each wave we review Microsoft's release plans against your environment, flag only the items that actually touch your configuration, test your extensions, ISV add-ons and integrations in a sandbox before the update reaches production, and agree the update window with your team around your finance calendar. Monthly service updates are monitored the same way. You are not left reading release notes and absorbing changes alone: a team that knows your build does that, and tells you what matters.