Dynamics 365 On-premise Support – What One Should Know

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Dynamics 365 leverages information from other cloud services (like Microsoft Azure or Office 365), allowing enterprises to focus on the tools required to improve business performance and excel. 

In 2016, Microsoft introduced Dynamics 365, an innovative combination of all CRM (Customer Relationship Management) features with the capabilities of an ERP (Enterprise Resource Planning) solution. Dynamics 365 comprises a full Dynamics AX suite for ERP, while the Business Edition includes the financial suite built from Dynamics NAV that is ready to deploy seamlessly in the cloud and on- premise. Besides, Dynamics 365 eliminates the conventional silos between external (CRM) and internal (ERP) data sources.  

Dynamics 365 helps manage client relationships, streamlines processes, centralizes client information, provides data analysis, and enables responsive customer service. These features drive businesses worldwide to adapt to this future- ready application. Out of the two deployment options (cloud and on- premise), some SMBs (Small and Medium Size Businesses) prefer to host Dynamics 365 on servers at the business site that allow system owners to have more control over the stored information and purchased licenses. However, businesses need Dynamics 365 on- premise support from a seasoned Microsoft service support partner like Dynamics Square that can help manage everything securely.

Major advantages of using Dynamics 365 on- premise:

  • Business data remains in- house, and the business has full control of the stored information
  • More flexibility and customizations
  • Full regional legislations support
  • Works smoothly even with or without a basic internet connection

Another option is a hybrid deployment that combines the best of both on- premise and in cloud solutions. The businesses would purchase Microsoft Dynamics 365 licenses and host the solution with a local, certified Microsoft Dynamics partner.

The advantages of the Hybrid model include:

On- Premise Environment

  • Control over data, licenses, and configurations
  • Ability to shift servers and data

Cloud- Based Environment

  • Nominal initial investment with small infrastructure requirement
  • Subscription- based, flexible licensing
  • Remote access

Dynamics 365 Support Services

A typical Dynamics 365 support package would depend entirely on the enterprise’s decision whether to create an in- house support team, reach out directly to Microsoft support, or hire external support from Microsoft partners.

Dynamics 365 Support should include break and fix capabilities and access to functionality suggestions and solution enhancements. However, this will again depend on the support method an enterprise wants to choose for the required support level. Businesses should look for a package that offers support in these areas:

Reactive Services include support and guidance for any unexpected concern with the solution. Whether for a single issue for a single user or an organization- wide challenge, reactive services are a must inclusion for every Dynamics 365 support channel.

Proactive Services allows businesses to stay ready for any support required in future. Regular, periodic Microsoft updates, skills transfers, and other areas where proactive services help anticipate issues well in advance. Proactive Services are extremely helpful but not usually available as standard from every Dynamics 365 support channel.

Continual Enhancement is vital for growing business needs for more enhanced systems and includes continuous monitoring and improvements to the existing platform. Again, that will not be a standard service feature of the available Dynamics 365 support channel.

A product support life cycle at Microsoft includes Two Policies:

Modern and Fixed

  • The Modern Lifecycle Policy provides continuous support and service for a product without a scheduled end date. This policy applies to Dynamics 365 Online/ Cloud.
  • The Fixed Lifecycle Policy offers support to an on- premise installation for 10 years, in Two Phases (Mainstream and Extended) of Five years each that start from the product release date.

Phase One – Mainstream On- Premise Support:

Includes new features and functionalities with security updates, bug patches, and integrations with Outlook, LinkedIn, and AI (Artificial Intelligence) driven functionalities to boost user productivity.

Phase Two – Extended On- Premise Support:

Includes security updates and some (bug) hot- fixes without any new feature added.

Summing Up

To understand what Dynamics 365 on- premise support could include for any solution, enterprises first need to identify the precise support requirements and which option can best fulfill those. Once identified, system managers may onboard the right support model – in- house support team, Microsoft, or a partner – for the organization.

However, with Microsoft’s recent hint on ending Dynamics on- premise support from 2026, many businesses are likely to choose the cloud or hybrid infrastructures to ensure seamless system support.

Next Steps

Reach out to Dynamics Square, the preferred Microsoft Service Partner, for assured Dynamics 365 On- Premise Support.

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