Managed Services
Root-cause support that makes your team stronger — whether we implemented your D365 or we're just meeting it.
The model is simple: your super users handle the day-to-day, and we handle the genuinely complex. Every ticket gets root-cause treatment — not a band-aid. And success is measured one way: a team that needs us less over time.
Book a Free Strategy SessionWe Jump In. That's the Point.
For customers whose D365 wasn't built by Alta Beacon, support starts with your first ticket. Give it to us — we'll start learning your system by fixing what's broken, today.
Active from Day One
We don't wait for onboarding to complete. Support starts immediately — and every issue we fix makes us faster on the next one.
We Learn by Doing
A user showing us their process on a call tells us more in two hours than any document package. We ask the right questions and get to work.
Documentation? Welcome — But Not Required
If it exists, we'll use it. If it doesn't, we work with the system and the people who use it. We adapt to what's available — every time.
Context Compounds with Every Ticket
The first issue may take a little longer. The tenth takes half the time. The fiftieth — we probably already know the answer before the call ends.
Review, Fix & Document
We validate and resolve the issue, then capture what we learned. The knowledge base builds organically — not as a precondition to doing any work.
No Pretending — Honest When We Don't Know Yet
If a custom process is new to us, we say so and escalate to the user who knows. Trust is built on honesty from the first call, not on performance.
We parachute in, fix what's broken, and get smarter with every ticket — that's the Alta Beacon way with new clients.
Four Phases — Active from Day One
We don't wait to support you. We support you while we learn — and we get better every single day.
We learn by showing up, asking questions, and fixing things — not by waiting for a documentation package that may never arrive. If documentation exists, great — we'll use it. If it doesn't, that's fine too. We've been here before.
User Walkthroughs — Not Document Reviews
We get on calls with the people who actually use the system. They show us how things work; we ask the questions. This tells us more in two hours than any document could.
Collect What Exists — Without Demanding It
If there's documentation, we'll review it. If there are old tickets, we'll read them. If there's nothing — we work with the system itself. We adapt to what's available.
First Tickets Start Immediately
We don't wait for onboarding to "complete". Support starts on day one — targeted fixes give us real context faster than any structured knowledge-transfer session would.
Document As We Learn
Everything we discover goes into a shared knowledge base — built ticket by ticket, call by call. It's not a day-one deliverable; it's a living asset that grows with the engagement.
Active support from day one — with growing context, honest communication, and root cause thinking from the start. The first ticket may take a little longer, because we're asking questions. The tenth takes half the time. The fiftieth — we probably already know the answer.
Validate & Fix — Then Document
On a support call, the user shows us the issue and tells us what's supposed to happen. We validate and fix it after understanding the process — then document what we learned.
Every Ticket Builds the Picture
A custom process we've never seen becomes familiar after the first ticket. A data issue we didn't know about becomes documented. Over time, our knowledge of your system matches the team who built it.
Honest About What We Don't Know Yet
If a custom process is unknown to us on day one, we say so — and escalate to the user who does know. We don't pretend to have context we haven't earned yet.
As we fix more, we know more. As we know more, we fix faster. The loop feeds itself — and this phase has no end date. Every engagement deepens the knowledge base, shortens resolution time, and shifts the team from reactive to proactive.
The Knowledge Base Fills In
What started as notes and first impressions becomes a module-by-module guide to your system. Custom processes are documented, known workarounds logged, recurring patterns flagged.
Resolution Time Drops
The first time we see a custom pricing process, we ask questions. The fifth time, we know the answer before the user finishes explaining. Faster resolution isn't a promise — it's an arithmetic outcome.
From Reactive to Proactive
Once we know the system well enough, we notice things before users raise tickets — a data pattern that precedes a month-end issue, a config gap that only surfaces in edge cases. We surface it first.
Your Team Gets Stronger Too
Super users learn from how we resolve issues and take on more each month. Alta Beacon's involvement naturally narrows to the genuinely complex — exactly where it should be.
From this point, support mirrors our existing-client model — with one key difference: we've earned the context that makes it work.
Super User-First Model
Tier-1 support is owned by your super users — who we now know personally. Alta Beacon handles the complex, the unusual, and the root-cause work beyond their reach.
Pre-Paid Hours
An annual pre-paid hours block — flexible across support, training, configuration, development, and advisory. Hours expire at year end, so they get used for things that genuinely help the business.
Root Cause, Not Band-Aids
Every ticket is treated as a question to answer, not a box to close. Root cause findings are documented — so the same issue doesn't consume hours twice, month after month.
Phases 02 and 03 are a continuous loop — every ticket teaches us something. Context compounds. Support gets faster over time.
The Knowledge Base — Built Ticket by Ticket
ITIL-aligned from day one
We don't need perfect documentation on day one. We need a system for capturing what we learn as we go.
- 1
Collect What Exists
We gather whatever documentation is available — old tickets, config notes, design docs, training materials. If there's nothing, we work with what the system and team can tell us.
- 2
User Walkthroughs
Key users show us how the system works. We ask questions, take notes, and begin mapping processes. The knowledge base starts here.
- 3
Learn by Fixing
The first real issues tell us more than any document. Each ticket reveals a process, a customization, a workaround — and we document everything we discover.
- 4
Patterns Emerge
Recurring issues get documented and root causes mapped. We start identifying things before they become tickets — because we now know the system well.
- 5
You Own It Too
The knowledge base is shared with your team. Super users contribute to it. It becomes a joint asset — not just Alta Beacon's notes, but your institutional memory.
What the knowledge base includes
- Module-by-module process notes
- Customization & extension register
- Known issues & workaround log
- Integration & data flow map
- Super user contacts & roles
- Recurring ticket patterns & root causes
- Configuration decisions (where known)
- Outstanding risks & gaps
The knowledge base is a living document — it starts lean and gets richer with every ticket, every call, every quarterly review.
What you walk away with
Support starts immediately. Documentation, context, and depth build progressively alongside it.
- Support that starts on day one — no lengthy ramp-up before you can raise a ticket
- A living knowledge base that grows richer with every ticket and call
- ITIL-aligned incident, problem, and change management from the start
- Faster resolution over time as our context compounds
- Quarterly roadmap reviews that keep support aligned to where you're headed
Key deliverables across all steps
Step 01
Adaptive Onboarding
- First tickets validated & resolved
- Initial knowledge base started
- Super users & key contacts mapped
Step 02
Validate & Fix
- Resolved ticket log
- Knowledge base — growing per ticket
- Recurring issues identified
Step 03
Knowledge Compounds
- Maturing knowledge base
- Proactive issue identification
- Faster resolution times
Step 04
Full Support Rhythm
- Ongoing resolution log
- Knowledge base updates per ticket
- Quarterly roadmap review
- Annual hours renewal
“Support begins on day one. Context and depth build from there — continuously.”
Need a steadier D365 operating model?
Tell us what your current support arrangement looks like and where it's falling short. We'll show you what a transparent managed-services partnership would look like for your team.
Support That Knows Your System
Generic support answers generic questions. We answer yours — because we built it with you. A long-term partner who knows your system, your history, and your team.
What generic support looks like
- Starts every ticket from scratch
- No context on why decisions were made
- Treats every client the same
- Fixes symptoms, not root causes
- Measures success by ticket volume
What Alta Beacon support looks like
- Knows your system, your history, your team
- Understands why every decision was made
- Tackles the genuinely complex edge cases
- Root cause analysis — not band-aids
- Measures success by your independence
A client who needs us less is a client we've done our job for. That's the goal — not a concern.
Three Pillars of Ongoing Support
Support designed around your team's capability — not ours.
Your team is the first line. We built them that way — and support is designed around that.
Tier 1 — Super User
The colleague everyone calls first. Handles day-to-day questions, process guidance, and common configuration queries. Embedded in the business — peer credibility no vendor can match. Most issues stop here.
Tier 2 — Internal IT / Power User
For issues that need system access or deeper technical knowledge. Familiar with the D365 environment, escalation paths, and when to call Alta Beacon — and when not to.
Tier 3 — Alta Beacon
We handle the genuinely complex ones — the edge cases, new scenarios, performance issues, or anything that requires knowledge of why decisions were made during the original build. Root cause. Every time.
A flexible block of annual hours — yours to spend where the business needs them most. Pre-paid annually; use them for support, training, configuration, or enhancement. They expire — so they get used.
Configuration, Development & Fixes
Small enhancements or adjustments as the business evolves. No new project needed — just draw from the block. Minor development work, bug fixes, or workarounds.
Training & Enablement
Refreshers for existing users, onboarding new staff, or deepening capability in areas not fully used at go-live.
Root Cause Investigation
When something keeps surfacing, we dig deeper. Hours are used to find and fix the real issue — not just reclose the ticket.
Reporting & Analytics
New reports, dashboards, or Power BI enhancements as the business starts asking better questions of its data.
Roadmap Conversations
Strategic advisory time: reviewing the backlog, discussing upcoming Microsoft releases, planning the next phase of improvement.
Repeat issues waste time and erode the confidence the implementation worked hard to build. Closing a ticket that comes back is not a resolution — resolution means it doesn't come back.
Every Ticket Is a Question, Not Just a Task
We don't just resolve — we ask why. Why did this happen? Has it happened before? Is it a process issue, a config issue, or a training gap? The answer shapes how we respond.
We Know Why It Was Built That Way
Because we were there. We know the decisions, the trade-offs, the constraints of the original project. That context makes our diagnosis faster and our fix more durable.
Edge Cases Are Our Specialty
Because your super users handle the common scenarios, the issues that reach us are the genuinely complex ones. That's where our experience matters most.
Documentation Follows Every Fix
Root cause resolutions are documented — so the same issue doesn't consume hours twice. Knowledge stays with the business, not just in our heads.
The Managed Services Engagement Model
ITIL-aligned framework — industry best-practice service management
Simple structure. No surprises. Built for businesses that want support, not dependency.
- 1
Go-Live Sign-Off
At the end of every project, a managed services agreement is offered — a natural continuation, not an upsell.
- 2
Annual Hours Block
Client pre-pays a block of hours (e.g. 10–40 hrs/year). Hours are allocated by type — support, training, dev, advisory.
- 3
Super User Handles First
Super users manage day-to-day. When they need Alta Beacon, they know how to reach us and what to expect.
- 4
We Resolve & Document
Tickets are resolved with root cause focus, in line with ITIL incident and problem management practices. Resolutions are documented in a shared knowledge base.
- 5
Quarterly Roadmap Review
Every quarter we review usage, discuss upcoming needs, and align on the next cycle of improvements or support.
What's included
- D365 functional & technical support
- Configuration changes & enhancements
- Training & user enablement sessions
- Root cause analysis & documentation
- Minor development & bug fixes
- Quarterly roadmap advisory session
- Power BI / reporting assistance
- Microsoft release review & guidance
Hours expire at year end — so they get used. Unused hours cannot be carried over or refunded, encouraging active engagement throughout the year.
What you walk away with
Every pillar produces clear, tangible outputs — no hidden work, no surprises.
- Super user-first support with clear tiers and escalation paths — your team handles the basics
- Pre-paid hours with a transparent usage tracker and balance report
- Root-cause resolutions, not band-aids — so the same issue doesn't cost you twice
- A recurring-issue register and growing knowledge base that make each fix more durable
- A partner who was there when the system was built — context no new firm can match
Key deliverables across all pillars
Step 01
Super User-First Model
- Support Tier Definition
- Escalation Path Document
- Super User Contact Matrix
Step 02
Pre-Paid Hours
- Annual Hours Agreement
- Usage Tracker & Balance Report
- Renewal & Top-Up Process
Step 03
Root Cause Focus
- Root Cause Resolution Log
- Knowledge Base Documentation
- Recurring Issue Register
“A client who needs us less is a client we've done our job for.”
Ready to put ongoing support in place?
You already know how we work — and we know your system. Let's talk through an annual hours block and a support model built around your team.