Service Description for Microsoft Dynamics 365 Managed

Services

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1 Contents
1 Contents......................................................................................................................................... 1

2 Introduction .................................................................................................................................. 2

3 To whom does the service apply? .............................................................................................. 2

3.1 Important ............................................................................................................................................................ 2

4 Support Levels Hierarchy ............................................................................................................ 3

5 Ticket Categories .......................................................................................................................... 3

6 Execution of Managed Services ................................................................................................. 5

7 Managed Services Delivery Process .......................................................................................... 8

7.1 Reactive Services .............................................................................................................................................. 9

7.1.1 Priority levels and response time for Reactive services ............................................................ 12

7.2 Proactive Services ......................................................................................................................................... 13

7.3 Evergreening Service activities ................................................................................................................ 17

7.4 Planned Services ........................................................................................................................................... 18

8 Partner’s Responsibilities for Managed Services in Scope ..................................................20

9 Prerequisites ...............................................................................................................................22

10 Reporting.....................................................................................................................................22

11 Pricing ..........................................................................................................................................23

11.1 Baseline/T&M basis Pricing Model ........................................................................................................ 25

11.2 Dedicated Team Pricing Model............................................................................................................... 26

11.3 Administration Fee ....................................................................................................................................... 27

12 Out of Scope ...............................................................................................................................27

Appendix A. Ticket Handling Process Flow ....................................................................................28

Why Companial? .................................................................................................................................29

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2 Introduction
As we live in a digitizing and constantly changing world, keeping the system up with the demands of your
growing business and filling the gaps as needed may be challenging.

We are confident that having a strong partnership built on trust and collaboration leads to success. By
identifying our partners’ needs and making sure we exceed them, we came up with a flexible service model –
Managed Services - that allows you to determine what level of service you require to increase your business
processes daily, and helps you focus more on other implementation projects and gives a possibility to serve
even more customers.

Managing everything might be tough for your internal IT team. And why would they if there is a number of
benefits that Companial’s Managed Services provide, especially if you are using a system like Microsoft
Dynamics 365 Business Central, Finance and Supply Chain Management, or Customer Engagement?

With Companial’s Managed Services, we’re ready to overcome every challenge that Partners may encounter by:

▪ Allowing them to focus on the core business – being able to work on more implementations.

▪ Providing an opportunity to take on more customers who require Managed Services bringing a
recurring revenue stream and opportunity to upsell in the future.

▪ Ensuring their employees are motivated as they can focus on new implementations that are more
interesting than just supporting existing customers and no need to ensure 24/7 support.

▪ Providing a possibility to use their resources more efficiently and reduce the need to invest in
the automation and infrastructure required to provide high-quality Managed Services.

▪ Allowing to provide very stable, high-quality, and innovative Managed Services to their
customers would result in improved overall NPS.

3 To whom does the service apply?

The Companial’s Managed Services are designed for Microsoft Dynamics solutions (Customer Engagement,
Business Central, Finance & Supply Chain Management) as well as all ISVs.

3.1 Important
Managed Services are provided through Microsoft Dynamics Partners only (Partners can invite their customers
to all service-related activities). If you are a Dynamics 365 end-customer, please contact us via e-mail at
service@companial.com.

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4 Support Levels Hierarchy
It’s highly important to understand the support levels to track the responsibility of each involved party:

Level Description
Hierarchy

Level 0 Self-help
The End-user tries to solve the Incident using internal help or documentation available
online. If the Incident cannot be resolved in Level 0 Support, it can be passed to Level 1
Support.

Level 0 Support is the Customer’s responsibility.

Level 1 Client Help Desk

The End-user contacts the Customer’s or Partner’s IT Help Desk for assistance in solving the
Incident. If the Incident cannot be resolved in Level 1 Support, it can be passed to Level 2
Support.

Level 1 Support is the Customer’s responsibility.

Level 2 Partner/Companial Specialists Service Desk

Support when the Level 1 Support team enters the Incident as a new Ticket in the Ticketing
System. If the Incident cannot be resolved by Level 2 Support, it can be passed to Level 3
Support.

Level 2 Support responsibilities are defined in the Work Order.

Level 3 3rd Party Service Desk or Partner Specialist Team

Assistance to the Level 2 Support team with issues that the Level 2 Support team cannot
solve. The possible issues that could require Level 3 Support include but are not limited to:
• Core system configuration or setup changes.
• Technical code changes.
• Deep product knowledge of specific business areas.
Level 3 Support can be provided either by a specialist or specialist team within Partner’s
organization (i.e. project team) or by a 3rd party, such as an ISV or Microsoft.

5 Ticket Categories
Each ticket has its category to understand what actions will be taken further to solve an Incident:

Ticket Description Resolution

category

Any unexpected behavior or issue in the Managed
Applications that behaves in such a way that does
Break/Fix
not fit/align with the intended process. This
includes any issues that prevent the End-user from
performing the full business process.
A detailed explanation of what the
End-user needs to perform in the
Managed Applications to solve the
unexpected issue, including what

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 Ticket Description
category
Break/Fix
A formal request for guidance on how to perform
certain actions in the Managed Applications. This
“How do I”
means that the End-user does not know how to
perform certain business process steps or does not
know how to process further with the business
process within the Managed Applications.
Any unexpected behavior or issue in the Managed
Applications that behaves in such a way that the
system is unavailable or performing below
standards, which impacts the users.
Standards are determined during the initial
implementation performed by the Customer or the
Performance
Partners Specialists team and documented during
the Performance Testing phase before the system
is live. Performance Incidents will be compared to
the results of the Performance Testing signed off
by the Customer.
A formal request for a change in the Managed
Applications. These changes can include functional
changes to the functionality of the Managed
Change Applications used for certain business processes,
Request (CR) configuration, setup, or other changes related to
the Managed Applications. These can also include
technical changes or customizations to the
underlying software code of the Managed
Applications.
A formal request to perform certain activities in
the Managed Applications on behalf of the End-
user that do not require preparation.
Service
Examples can include:
Request
• Performing data extraction.
• Generating a report.
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Resolution
following actions should be taken to
solve the Incident.
Or
Bug-fix in the Managed Applications
code base. If there is a need to
perform a bug fix, the customer
should approve the resolution.
A detailed explanation of how to
perform certain actions in the
Managed Applications. After the
explanation, the end-user can
perform the actions in the Managed
Applications.
An investigation of Incidents is
performed, and, if applying different
techniques increase of Managed
Application performance is possible,
necessary actions are taken or
recommendations are provided to
increase system performance for the
users.
An estimate and design proposal on
how the change will be added to the
Managed Applications which the
Customer’s organization will need to
approve. Once the design proposal is
approved, the change will be added
to the Managed Applications in a
form of a functional or a technical
change.
Execution of certain activities on
behalf of the End-user or a proposal
on how and when these activities will
be performed. Once the proposal on
how and when these activities will be
performed is approved by the
 Ticket Description Resolution
category

Service • Exporting a database backup, etc. Customer, the activities will be

Request performed on behalf of the End-user.

A formal request to perform certain activities in Detailed alignment with Customer

the Managed Applications on behalf of the End- and Level 3 support (if required) on
user that require preparation. The activities will not which, how, and when the proposed
Planned be performed earlier than fourteen (14) days after activities will be performed.
Service receiving the request to plan the staffing. Before Once the proposal and alignment are
Request these activities are started, they are always made and approved by the Customer,
planned together with the Customer. the activities will be performed on
Examples can include: behalf of the End-user.
• Assistance with Inventory/Financial period
closing tasks.
• Assistance with new legal entity go-live
activities.
Assistance with environment setup or code
migration activities

6 Execution of Managed Services

The overall Managed Services process consists of the following steps:

Start Prerequisites Onboarding Cutover Execution Offboarding

Activity Description Deliverables

Start Work Order is reviewed, its terms and conditions are The Work Order between both
accepted, and it is signed by both Partner and parties is signed.
Companial.

Collection of Collecting prerequisites from the Partner that are defined Partner is ready for the
prerequisites in the prerequisites section before the onboarding onboarding process.
process begins.

Onboarding Onboarding starts right after the prerequisites have been • Workshop session
process collected. Activities of the onboarding process include: organized by Companial to
present and align Managed
• Planned initial workshop sessions with the Customer Services delivery.
and the Partner representatives for each Managed • Workshop sessions
Service in scope. Agendas will be based on the
performed by the Partner

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 Activity Description Deliverables

Managed Applications and functionalities in-use and to onboard Companial on

will include details on how each service will be the Managed Applications.
delivered from Companial, what Partner’s or • Handed out to Companial
Customer’s responsibilities are and what outcome Level 2 Support team the
they can expect. final and updated
• Additional workshop sessions will be scheduled
documentation on
where the Partner Specialists team should present
Managed Applications, user
and introduce Companial to the key Managed
Applications functionalities, business areas, overall manuals, Functional and
architecture, biggest modifications, and any other Technical Design
relevant information that would have an overall effect Documents
on the Managed Applications.
• Defined the final Ticketing
• Transfer and review any relevant Managed
Application documents such as user manuals, solution System Support process
blueprint documents, Managed Applications flow that will be used for
modifications list, and historical incidents. delivery of services.
• Ticketing System setup and onboarding will be done. • Provided final Managed
The Ticketing System should be set up to support the
Service activity
Managed Services and Level 2 Support process flow
(see Appendix A. Ticket Handling Process Flow). performance manuals that
Changes can be made to the initially agreed Support will be used to perform
process flow if mutually agreed between the Partner different technical tasks on
and Companial in writing via email communication. Managed Applications
The Partner is responsible for setting up the Ticketing
(optional).
System and onboarding Companial Level 2 Support
team and the Customer organization on the Ticketing • Defined the final Cutover
Onboarding System. plan to perform the
Process • Detailed Support process flows will be defined for transition from the Legacy
processes under the scope. These can include Change Support model to the new
Request, Planned Services, Code Release, or any other
Managed Services support
technical management process flows.
• Trial runs and process flow testing in the Ticketing model.
System. The final process flow should be agreed upon • User account connections
after the trial runs are finished. to any applications and
• Any knowledge transfer required for performing any environments that will be
of the agreed Managed Services and any existing
used by Companial for
process onboarding for any Managed Services
included. service delivery with
• New process manuals can be built by Companial that required access levels.
would cover any tasks under any Managed Services
scope. Sample manuals can include the code
deployment from Development to Production
environments, database restores for different
environments, business process testing scenarios and
manuals, integration maintenance, security certificate
rotations, Azure Dev Ops maintenance tasks, and new
environment provisioning and configuration. Any of
the agreed activities will be performed by following
the manuals.

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 Activity Description Deliverables

• Cutover plan will be described and created to

perform the transition to the new Ticketing System
and will finalize the onboarding phase.
• Collection of all prerequisites will be finalized during
this phase. All connections and access to Managed
Applications environments and related applications
that Companial needs to provide services in scope
will be collected from the Partner.
Cutover During this phase, the Cutover from the Customers’ All agreed activities are
Legacy Support model to the new Managed Services performed by responsible
support model will be performed. Companial and the organizations and accepted by
Partner will jointly agree on the Cutover plan. Parties in written confirmation
(email or document).
The Cutover activities are to be detailed during
onboarding and the responsible organizations will be
detailed in the Cutover plan. Partner will be responsible
for performing the final Cutover, however, Companial will
assist.

The Cutover activities that the Partner will perform

include the following:
• Incident migration from the Legacy Support model to
the new Ticketing System, if agreed between parties.
• Customer organization End-user training and final
Cutover date communication.
• Deactivating the Legacy Support model.
•
Cutover
The Cutover activities that Companial will perform are
the following:
• Acceptance of Ticketing System setup in the form of
email or online call that will verify that the Ticket
System works according to a detailed Support process
flow.
• Verifying that all accesses and incident functionalities
work (accept, escalate, transfer, on-hold, cancel, etc.)

Verifying that all incident categories, and priorities are

correctly set up.

Execution During this phase, Companial will perform all the Delivery of the agreed scope
activities as agreed in the Work Order. of the Managed Services.

Any reports and reporting activities will be performed

according to the Reporting and Timesheets sections.

Companial will follow the agreed response times and any

breaches will be included in the Reporting activities.

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 Activity Description Deliverables

Offboarding This phase is only performed if the Agreement is planned • Transfer to the Partner any
to be terminated or if it expires without renewal. deliverables and/or
documents that were
During this phase Companial will transfer all the newly
created within the scope of
created documents or deliverables to the Partner the Agreement.
organization. This can include but is not limited to: • Knowledge transfer in the
form of workshop sessions
• User/Testing/Process/Fixes manuals. covering lessons learned
• Managed Service activity manuals. and other key information
• Newly created Managed Application code. on how the Managed
• Configurations of Systems that were in use for Services activities were
Managed Services provisioning. performed.

Any other work that was created under this Agreement

specifically for the Partner is left to the Partner
organization in accordance with the terms and
conditions of the Framework Agreement.

7 Managed Services Delivery Process

Managed Services (Level 2 Support) consist of the following service phases that could be delivered in two
pricing models: Dedicated Team or Baseline with T&M.

• Intake and Investigation

Reactive Services • Resolve tickets in team or individually
• Escalation to Level 3 Support (if necessary)

• Monitoring
Proactive Services • Technical App Management
• Evergreening
• Solution/Extension Maintenance

• Intake planned service and change request

• Delivery of service request or change request,
Planned Services
based on commercial terms as agreed with the
client and documented in the Work Order

We will broadly introduce you to each service phase by providing all the relevant information that will help
Partner to be fully prepared before the successful Managed Services execution.

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7.1 Reactive Services
In case an incident occurs, Companial is responsible for tracking the ticket and making sure the problem is
solved either from our side or from the right resources that were taken as per below:

Activity Description Deliverables

Level 2 Service is triggered by Level 1 support by escalating the The Ticket has all relevant
Support Ticket to Level 2 Support. The level 2 Support team will information, the right
Triage provide the Level 2 Support Triage with a dedicated person priority, and the correct
who will perform the following activities: category in the Ticketing
System with the responsible
• Set/Update Ticket priorities if the Ticket has an
person assigned.
incorrect priority specified. In case the Ticket
priority is updated/changed, the Customer will be
informed including an explanation. P1 priority
Tickets will only be changed after informing and
consulting the Customer.
• Set/Update Ticket categories if the category is
missing/the Ticket has an incorrect Ticket category
assigned.
• Add any missing information, including
reproduction steps, to the Ticket that is relevant
and important for resolving the Incident.
• Clarify and ask any additional questions to the
End-user who has created the Ticket. Where
needed and applicable, the Customer will be
requested to provide reproduction steps.
• Forward the Ticket to the appropriate specialist.
• Provide feedback to the Customer about the status
of the Level 2 Support Triage.

Note: Level 2 Support Triage is performed only during

Normal work hours unless Standby Support Services 24/7
is in the scope of Work Order.

Standby The Level 2 Support team will provide Standby Support On duty, the assigned
Support Services for P1 Incidents 24/7. specialist will answer a
Services 24/7 Standby Support Services 24/7 are only initiated via Level 1 phone call and will start
Support direct phone calls to Level 2 Support. working on P1 Incident.

The incident should be registered into the Ticketing System

before calling the Level 2 Support team.

Contact information is listed in the Work Order.

The person, who initiated the Standby Support Service 24/7

should respond to P1 Incident-related questions from the

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 Activity Description Deliverables

Standby Level 2 Support team within P1 response time, which is the

Support same as set for the Managed Services team in the Service
description.
Services 24/7
Note: If Level 1 Support fails to meet this response time,
Level 1 Support will be notified by providing written
information and registering it in the Ticketing System. In
case the response time of Level 1 Support does not meet
the required levels, after notification, the Ticket priority level
may be decreased, and the Level 2 Support team will
continue working on the Incident during Normal working
hours.

Level 2 Level 2 Support is initiated by Level 2 Support Triage. The assigned Specialist will
Support start working on the
Level 2 Support services will be provided by using the
Incident by priority level.
Ticketing System and by following the service Support
process flow defined in Appendix A. Ticket Handling Process
Flow. Level 2 Support services will be provided according to
defined Ticket priorities and Incident response times defined
in the Service definition.

Level 2 Support services will support the following ticketing

categories as already mentioned in the “3 Ticket Categories
section”

Level 2 Support will be performed during Normal work

hours, except, if there is P1 Incident and Standby Support
Services 24/7 are in the scope of the Managed Services.
Level 3 Level 3 Support will be performed by the third-party teams. Level 2 Support Specialist
Support will assign the Ticket to
Level 3 Support will be initiated via Level 2 Support as
Level 3 Support and
defined in the Escalation process described in Appendix A.
Ticket handling process flow. perform follow-up activities
to act on the Incident
The following activities will be performed by Companial as according to the assigned
Level 3 Support services: Incident priority level.

• Communication with Microsoft support engineers

(DSE – Designated Support Engineer) on behalf of the
Customer. This can include the following: logging new
issues of standard Microsoft features; hotfix
requirement communication; reproducing bugs/issues
and informing the Customer on the Ticket status
• Communication with third-party solution providers
(ISVs) on behalf of the Customer on issues/bugs in the

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 Activity Description Deliverables

Level 3 third-party solutions that affect the Managed

Support Applications.
• Communication with third-party integration
providers that affect the Managed Applications.
• Communication with a Specialist or Specialist team
(e.g. a project team) within Partner’s organization.

The contact details of the third-party Level 3 Support

organization will be listed in the Work Order agreed with the
partner organization.

"How Do I" Companial will provide “How Do I” Support services as part Raised question is answered
Support of Level 2 Support. This will include answering any and the Incident is closed in
questions raised with the “How Do I support” Ticket the Ticketing System.
category during Level 2 Support.

Performance Companial will provide “Performance” Support services as An investigation of system

part of Level 2 Support. This will include responding to incidents is performed, and
tickets raised with the Performance Ticket category. necessary actions are taken
to increase system
performance for the End-
users.

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 Activity Description Deliverables

Service Companial will provide “Service request” Support services Execution of certain
Request as part of Level 2 Support. This will include responding to activities on behalf of the
tickets raised with the Service Request Ticket category. End-user.

Break/Fix Companial will provide “Break/Fix” Support services as part The Incident is investigated
Support of Level 2 Support. This will include investigation work that and closed in the Ticketing
is performed when Level 1 Support will create a “Break/Fix” System or added into the
category Ticket. Planned Services as the
Change Request (CR).
In case a Change Request will be needed a new Ticket will
be created with a link to the original open “Break/Fix”
Ticket.

The “Break/Fix” Ticket will be closed once the Change

Request is resolved and resolution has been confirmed by
the Customer.

7.1.1 Priority levels and response time for Reactive services

Ticket Description Initial response time Target

priorities response
times for all
incidents

P1 Complete stoppage of the Managed Within 0.5 hours during Normal 95%
(Critical) Application and there are no other work hours after the Ticket is
options or workarounds available for registered. If extended support or
work to continue. Standby Support Services 24/7 is
purchased, then such initial
Or
response time is also applicable
A major function of the Managed outside Normal work hours.
Application is not operational resulting
in significant business loss or
degradation of services and requires
immediate attention and there are no
other options or workarounds
available.

P2 (High) A major function of the Managed Within 2 Normal work hours after 95%
Application is not operational for some the Ticket is registered.
End-users and there are no other
options or workarounds available.

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 Ticket Description Initial response time Target
priorities response
times for all
incidents

P3 A minor function of the Managed Within 1 Business Day after the 95%
(Medium) Application is not operational, but the Ticket is registered.
End-users can continue using other
functions of the Managed Application
or a workaround is available.
P4 (Low) A minor issue that has a very low Within 2 Business days after the 95%
impact on the Managed Application Ticket is registered.
can be described as a minor
inconvenience and there is a
workaround available.

7.2 Proactive Services

2. Technical 3.
1. Monitoring Application Solution/Extension 4. Evergreening
Management Maintenance

Based on your customer’s needs, we are providing Proactive Services that can be included in the Managed
services offering. Either one or more can be chosen optionally:

Service Activities Deliverables

Monitoring Monitoring activities to be performed will be defined For D365 F&SCM Managed
in the Work Order and will depend on the Customers Application:
IT infrastructure and the Managed Applications in
scope. • Weekly Excel report that will
provide an overview of the
For Dynamics 365 F&SCM Companial will perform
Managed Applications health
weekly health checks of the Production environment
and provide a weekly health report that will include: and recommendations
compiled after a technical
• DuplicateKeyExceptions % review on each action point.
• DeadLocks %
• Repeating User Errors
• Top Slow Queries
• Code improvement recommendations
• High/Medium/Low impact on overall system
performance.

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 Service Activities Deliverables

Monitoring The data can be used to determine potential Managed

Application improvements to be made in the future
and to prevent potential technical problems.

The data will be collected from LCS (Lifecycle Services

Environments).

External tools may be used to monitor performance

and trigger Incidents. Setting up these tools and
integrations is the Partner’s responsibility.

Technical Technical Application Management will be performed Deliverables will consist of:
Application for Managed Applications and their environments.
• Newly created code delivery
Management
Technical Application Management services will packages that can be applied
include:
to Managed Applications
• Performing code deployments from Development
environments
to the Production application on an agreed basis.
• Source Code versioning
• Performing Source Code versioning system (Azure
system (Azure Dev Ops or
Dev Ops or other) maintenance for Build and
other) maintenance
Release Pipelines.
• LCS (if D365 F&SCM is part of
• Merging source code versioning system (Azure Dev
Managed Applications)
Ops or other) branches and creating code
maintenance
deployment packages.
• Maintaining LCS repository (if D365 F&SCM is part
of Managed Applications) and applying updates to
Sandbox/Production environments on an agreed
basis.
Technical Application Management activities should be
agreed upon and planned during the Onboarding
phase with the Level 1 Support team.

Activities will be performed during Normal work hours.

Activity reports will be sent out to Level 1 Support on
weekly basis via the contact information listed in the
Service Engagement section.

All Technical Application Management activities will be

performed based on a Technical Application
Management Process Guide document that will define
how to perform each activity. This document will be
created by the Partner with the support of Companial
(if it does not exist) and handed over to Companial
during the Onboarding phase and needs to be
approved by the Partner.

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 Service Activities Deliverables

Technical Companial is only responsible for performing the

Application activities correctly as detailed in the Technical
Application Management Process Guide and not for
Management
the potential impacts of those activities for Managed
Applications. Companial will provide assistance and
investigation in cases unexpected behavior occurs in
Managed Applications after these activities are
completed.

Solution Solution Maintenance activities for D365 F&SCM Solution Maintenance

Maintenance Managed Application will include: deliverables for D365 F&SCM
Managed Application will
• Gathering testing scenarios from the Customer or
(For F&SCM) include:
Partner team.
• Creation of testing scenario
• Developing Test Cases from the gathered testing
documents.
scenarios.
• Creation of Test Cases.
• Developing Automated tests using the RSAT tool for
• Creation of automated tests
the Test Cases that will be requested to be
using RSAT.
automated.
• Manual and automated test
• Performing and running manual and automated
execution.
Test Cases (newly created and existing ones).
• Test results presentation in
• Reporting back on the Testing Results and providing
Azure Dev Ops.
recommendations for failed Test Cases executed.

With the Solution Maintenance service Companial will

provide Specialists that will engage with the
Customers organizations product team and perform
functional testing on behalf of the Customer. These

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 Service Activities Deliverables

Solution Maintenance activities can be part of

Evergreening or done separately.

Extension Extension Maintenance

Maintenance deliverables for the D365BC
Extension Maintenance activities for D365 BC Managed
Managed Application will
Application will include:
(For BC) include:
- Performing compilation test on new Business
Central version. • Fixed maintained extensions
- Performing automated tests on the new source code.
Business Central version. • Report displaying Incidents
Fixing issues found in testing steps and updating found and fixed.
relevant automated tests.

Evergreening Planned Evergreening Service activities will be A list of activities that will be
provided for the Managed Applications. defined in the Evergreening
Service section in the Work Order
Evergreening Service will be performed by creating a and that Companial is
list of activities that are needed to be performed responsible for.
before each Microsoft Update is released. These
activities will be detailed in the Work Order section
and the responsible parties assigned to them.

Evergreening activities are performed during Normal

work hours. If Evergreening service should be
performed outside Normal work hours, it should be
aligned between parties separately.

After each activity is completed the Level 1 Support

team will be notified about planned Managed
Applications updates. Contact information is listed in
the Work Order.

If functional changes should be expected after

Evergreening Service performance, Level 1 Support
will be informed about expected changes in written
communication.
Code fixing option found during Evergreening Service
will be reported as Development Services request to be
approved by Level 1 Support.

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7.3 Evergreening Service activities
For each Microsoft update to be deployed to Production the following activities will be performed by the
responsible parties:
Activity
Organize initial Update Planning
meeting with Customer/ Partner
organization
.Collecting prerequisites for the
update (ISV solutions)
Setting up the Test environment
and UAT environment
Initial Update on the testing
environment
Notifying about the start of
functional testing in the Test
environment
Performing functional testing
Developing code fixes (if required
and agreed)
Installing the update on the UAT
environment
Notifying the Customer about the
start of user acceptance testing
The customer is performing
Acceptance testing and accepting
Microsoft update
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Description Timeline
Email/ Teams channel notifications on 2 weeks prior update is
new updates on the release calendar. generally available.
Initial Update planning scheduling with
the IT organizations from Partner and
Customer.
Engage in communication for receiving Agreed during the
new code compatible with the new original initial Update
version. Planning meeting.
Database refresh prior to update to Agreed during the
have the latest data. original initial Update
Planning meeting.
Initial update installed on the testing Agreed during the
environment. original initial Update
Planning meeting.
Participate in organizing/running Agreed during the
manual or automated functional testing original initial Update
in a Test environment Planning meeting.
Functional testing performed by Level 3 Agreed during the
Support Team original initial Update
Planning meeting.
Developers fix code (if required and Agreed during the
agreed) original initial Update
Planning meeting.
Installing the same deployment package Agreed during the
on the UAT environment (If exists) original initial Update
Planning meeting.
Participating in organizing running Agreed during the
manual or automated user testing on original initial Update
the UAT environment (If exists) Planning meeting.
Users go through Testing Scenarios and Agreed during the
afterward Customer accepts the update original initial Update
if it is working as expected Planning meeting.
 Activity Description Timeline

Arranging the final code A final meeting to agree on the final Agreed during the
deployment to Production Production update date and final original initial Update
environment planning and review update package is held (Go/No-Go). Planning meeting.

Marking release candidate in Final update package scheduled for Agreed during the
environments administration Production environment update. original initial Update
system and scheduling production Planning meeting.
environment update

Scheduling production Production update is scheduled. Production environment

environment update update according to the
agreed schedule.

Updating production environment Production updated. Production environment

update according to the
agreed schedule.

Verifying if an update is Review installed updates and if After the update is

successful. Performing basic Production is accessible and running. installed in a Production
functionality tests
environment.

7.4 Planned Services

Customer requests for services or new functionality development, that are not bug-fix Incidents but are
requests for additional ‘plannable’ services. The below services are all executed on a T&M basis if the pricing
model is Baseline with T&M. In case the pricing model is Dedicated Team, the services will be provided by the
Dedicated Team.

Service Description Deliverables

Change Change Requests support services will be provided as Change (approved by the
Requests (CRs) part of Level 2 Support. This will include resolving Level 3 Support team) is
Tickets raised with the “Change Request (CR)” Ticket
working as defined in the
category during Level 2 Support.
Change Request, and the
Change Requests support services will include request Incident is closed.
investigation, Change Request definition, based on an
agreed template, and, if the change is approved,
configuration or fixing/ development work that is
defined under the “Change Request (CR)” Ticket
category.

Each Change Request will need to be approved by the

Level 3 Support lead consultant and/or lead developer,
unless agreed otherwise in a Work order, before being
acted on. Any newly created documents will be added
to the same Ticket.

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 Service Description Deliverables

Change
Requests (CRs) The Change Requests will be defined and estimated in
terms of effort. The Customer will approve the Change
Request before commencing delivery of the Change
Request.

Functional changes will be directly delivered as Managed

Application Level 2 Support. Technical code delivery and
deployment will be included in the Technical Application
Management service.

Level 1 Support team tests/ verifies and accepts the

implemented change.
Development Development Services are approved and planned by the Development Services
Services Level 3 Support team. deliverables are accepted by

A Functional Design Document (FDD) or user stories Level 3 Support and added
provided by the requester is a prerequisite to performing into the Versioning System to
Development Services. FDD should be provided by the be deployed by Technical
service requester. Application Management
services.
Level 1 Support team should test deliverables of the
Development service in the Test environment.

Planned Level 1 Support may request extended support in terms

Service of capacity, roles, or support hours during business-
critical periods or production deployments outside the
Requests
agreed Level 2 Support scope. Planned Service Requests
will be provided as part of Level 2 Support. This will
include resolving Tickets raised with the “Planned Service
Request” Ticket category during Level 2 Support.

• Request for Planned Service Requests is sent to the

Level 2 Support team no later than fourteen (14) days
before or activities start date, to plan the availability of
the Specialists. Level 2 Support team confirms the
availability to perform the requested Planned Service
to Level 1 Support team with information on the
assigned resource(s).
• If the Level 1 Support team decides that the Planned
Service Request is no longer needed, but it does not
cancel this in writing any later than five (5) business
days before the assignment, the allocated time of
booked resources will be charged.

If the contract model is Dedicated Team, Planned Service

requests are handled as part of Dedicated Team
responsibilities. If additional efforts are needed to ensure

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 Service Description Deliverables

Planned delivery of Planned Service requests, Dedicated Team

Service capacity is extended which will be charged on a T&M
Requests basis.

If the contract model is Baseline with T&M, Planned

Service requests will be ensured by allocating specialists
for the service delivery and will be charged on the T&M
basis approach.

Technical Companial will perform guidance, proof of concept Technical Consulting Service is
Consulting building, design, knowledge, and best practice checking performed and service request
Services on any requested technical topic related to the Managed Ticket in the Ticketing System
Applications implementation and delivery. is closed.

Technical Consulting Service-related topics should be

escalated by the Level 1 Support team in the Ticketing
System by registering a Ticket with a service request
category.

Level 1 Support team will be informed about the

preparation time needed to perform the Technical
Consulting Service.

The time for service delivery will be scheduled after the

Level 1 Support team’s approval.

8 Partner’s Responsibilities for Managed Services in Scope

Partner’s responsibilities in the scope of the Managed Service are defined as per below:

Service Activity Description

Category

• Setting up the Ticketing System according to the final

Support process flow agreed upon. These can include
Change Request, Planned Services, Code Release or any
Ticketing System Setup other technical management process flows.
Onboarding • Onboarding Level 0, Level 1, Level 2, and Level 3 Support
organizations on the Ticketing System and the agreed
Support process flow.

Provide access to the Ticketing System.

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 Service Activity Description
Category

Managed Application related documentation is collected in the

storage accessible for all support levels and introduced to the
Managed Application
Level 2 Support team.
related documentation
preparation New documentation (Technical Application Management
Process Guide) for performing Technical Application
Management service activities by Companial should be
prepared and approved by the Partner.

Delivered Managed Application business processes and

Technical Application Management procedures training, if
Managed Application
applicable, based on agreed Onboarding Phase timeline.
training performed
Onboarding

Prerequisites defined in the prerequisites section are provided

before the Onboarding Phase started. Missing prerequisites
Provide with required
must be added before the end of the Onboarding Phase.
Pre-requisites

Performing Cutover Partner is responsible for performing the agreed and listed
activities for the activities in the Cutover phase. This includes any activities that
Cutover
Customer organization will require the Customer organization to adapt and transition
to the new Ticketing System with Level 2 Support.

Reactive Perform Level 3 support Ensure Level 3 Support for additional Planned Services delivery
services for Level 2 Support.

Development services Provide, deliver, and apply source code delivery packages to
Break/Fix the Managed Applications (unless source code delivery will
be part of Technical Application Management)
Planned
Change Requests CRs Approve any functional or technical design change that has an
Services
overall impact on the Managed Applications.

Review and accept the change that was implemented in the

Managed Application.

Proactive Monitoring services Review and accept the agreed deliverables that will be sent out
Services on a scheduled basis from Companial.

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9 Prerequisites
To perform the Managed Services, the Partner shall provide Companial with access to the below-listed
environments and systems where these are required in the successful project implementation:

• Managed Applications access: Production/Sandbox/Test/Dev environments (insofar as these exist) with

sufficient system-level access to perform all the Managed Services in scope. In cases access is missing
to perform any activities Companial will notify the Partner and the activity can be on hold until the access
is given.
• Supplementary systems access: Azure Dev Ops/LCS/Teams/SharePoint with enough access to perform
Create, Read, Update and Delete actions.
• Ticketing System access with enough access to perform Create, Read, Update and Delete actions on
incidents and the Administrator access.
• Any third-party system access (such as ISV software or other) that is required to be used within the scope
of services with the access to perform Create, Read, Update and Delete actions.
• External tools to monitor performance and trigger incidents of Managed Applications.

Companial will also require a contact person list from all the organizations who will engage with Companial on
the delivery of the Managed Services in scope. The contact list and the details of the communication should be
provided by the Partner during the Onboarding Phase. In case there are changes to the contact person list or
new organizations are introduced, the Partner is responsible for notifying the Companial about the new changes.

10 Reporting
Each month Companial will provide the Partner with the following data collected:

• Total number of Tickets received with Ticket registration date and time stamp of resolution.
• Tickets received by priority and category.
• Open Tickets.
• Tickets closed by Level 2 Support.
• Tickets transferred to Level 3 Support.
• Timesheets for Services provided based on a T&M basis approach, if the Service is being delivered on
a Baseline pricing model with T&M or a Dedicated Team pricing model if Services are provided outside
of Normal work hours.
• Tickets with initial priority updated.

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11 Pricing
There are two pricing models applicable for the Managed Services– Baseline (Monthly Service Fee and T&M
basis) and Dedicated Team, which are described below. In both pricing models, Companial will provide
specialists that will be responsible for delivery of the Managed Services agreed under Scope.

Proactive Services Reactive Services Planned Services

▪ S.1. Monitoring ▪ S.6. Level 2 Support Triage ▪ S.10. Change Requests (CRs)

▪ S.2. Evergreening ▪ S.7. Standby Support Services ▪ S.11. Development Services

▪ S.3. Technical App. Management ▪ S.8. Level 2 Support ▪ S.12. Planned Service
Requests
▪ S.4. Extension Maintenance ▪ How Do I
▪ S.13. Technical Consulting
▪ S.5. Solution Maintenance ▪ Performance
Services
▪ Service Request

▪ Break/Fix

▪ S.9. Level 3 Support

Service Role*

S.1. Monitoring Technical Engineer

S.2. Evergreening Technical Engineer / Solution Architect

S.3. Technical Application Management Technical Engineer

S.4. Extension Maintenance Technical Engineer

S.5. Solution Maintenance Quality Assurance Specialist

S.6. Level 2 Support Triage Service Manager

S.7. Standby Support Services Functional Engineer

S.8. Level 2 Support Functional / Technical Engineer

S.9. Level 3 Support Developer / Solution Architect

S.10. Change Requests (CRs) Functional / Technical Engineer / Developer

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 Service Role*

S.11. Development Services Developer

S.12. Planned Service Requests Functional / Technical Engineer

S.13. Technical Consulting Services Technical Engineer / Solution Architect

*If technology is different, the Specialist for that technology should be assigned. Specialists’ roles will be 1
technology/product related.

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 11.1 Baseline/T&M basis Pricing Model
The pricing is based on the agreed blended rate for a Time and Material approach with a baseline monthly
service fee. Companial assigned specialists would be working on the agreed services and documenting the
time spent on different activities performed, reporting would be provided based on the Reporting section, and
invoicing would be performed every month based on the agreed baseline monthly fee or actual time spent
alongside the administration fee.

Administration Monthly Service Based on T&M*

Fee Fee for Agreed T&M based on pre-

In advance determined Baseline defined rates. Invoice

based on the subscription including hour log is

In advance agreed service
that was selected by the provided at the end of
scope (baseline) with a
Partner each month.
fixed number of hours.

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 Service Administration T&M Blended Rate for All
Monthly Service Fee
Fee Services*

Proactive
services

Reactive
services Based on the Based on the agreed fixed
Case by case basis
subscription that number of hours
Planned
services was selected by
the Partner

Service
- -
Management

*Only applicable if during that particular month there were more services provided than the agreed baseline
monthly service fee. In such case, the actually spent hours are multiplied by the Applicable rate and this
amount is added to the Monthly service fee.

11.2 Dedicated Team Pricing Model

The pricing is based on the agreed blended rate for a Dedicated Team with a pre-agreed team structure. The
Dedicated Team would be working on the below-provided services at full capacity, reporting would be
provided based on the Reporting section, and invoicing would be performed monthly for full capacity.

Administration Fee Dedicated Team

In advance agreed service scope
In advance determined based on with a fixed number of dedicated
the subscription that was selected specialists in FTE
by the Partner

Service Administration Fee Minimum Dedicated T&M Blended Rate for

Capacity All Services*

Proactive
services Based on the
Based on the agreed fixed
subscription that was Case by case basis
Reactive services number of hours per period
selected by the Partner
Planned services

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 Service Administration Fee Minimum Dedicated T&M Blended Rate for
Capacity All Services*

Service
- -
Management

*If during that particular month there were services provided on the T&M basis (e.g., Planned services outside
of Normal Work Hours), then actually spent hours are multiplied by the Applicable rate, and this amount is
added to the Monthly service fee.

11.3 Administration Fee

Please note that there is an administration fee applied for the provided Services. The administration fee
consists of three rates which depend on what type of subscription was selected by the Partner:

Service Description BASIC EXTENDED FULL

Admin Contract admin, time reporting, Included Included Included

and governance

Service Reviews Periodic review with a client Bi-annual Quarterly Monthly

Service Level Active SLA monitoring and Not Included Included

Management coordination included

12 Out of Scope
Unless specifically mentioned in the scope of the Managed Services, the following shall not be included in the
Managed Services:
• Customer organization onboarding on the Ticketing Systems.
• Ticketing System setup and configuration tasks.
• End-user training on how to use the Ticketing System.
• Activities that are not listed in the scope of Services unless mutually agreed upon in advance.
• Solving Incidents other than P1 outside of Normal work hours.

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Appendix A. Ticket Handling Process Flow

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 Why Companial?

Whether you’re an existing Microsoft Dynamics partner or considering moving into the Business
Applications space and adding either ERP or CRM capabilities to your portfolio or want to scale your business
by becoming more efficient and productive with your upgrades, deployment, and development projects –
Companial is the right choice.

With Companial you can expand and add value to your business with a practice built on the latest Microsoft
Dynamics 365 and Power Platform capabilities. Companial will support you at every stage of your Microsoft
journey. Dynamics Partners also increase their capabilities using our services to provide knowledge where
needed. This could be on challenging upgrade projects for NAV/BC, the start of a new Power Platform practice,
smart solution maintenance for your Dynamics Finance and Supply Chain Management solution, and more.

Contact us!

service@companial.com

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