Business Central support

Business Central support for extensions, updates and daily operations

Short answer

MS Dynamics Guys supports Business Central after go-live. We diagnose incidents in AL extensions and integrations, fix posting and process issues with your finance team, and test your customizations before each Microsoft update reaches production. If another partner built your system, support starts with a handover review of source code, access and open issues. Microsoft platform incidents go to Microsoft through a partner escalation, which we prepare.

Discuss Business Central support Hire a Business Central developer

What Business Central support covers

Most tickets fall into a few patterns. Each one needs a different first step, and some need people outside your IT team.

Typical Business Central support issues and who resolves them
Issue	Typical cause	What MS Dynamics Guys does	Who else is involved
Posting fails after an update	An extension calls an object or event that changed	Reproduces the error in a sandbox, fixes the extension, tests and releases it	A finance user confirms the fix
An integration stopped syncing	Expired credentials, a changed endpoint or the API request limit	Checks telemetry and logs, fixes the cause and reconciles the records that were missed	The owner of the other system
A report shows the wrong totals	Dimension setup, filters or report extension logic	Traces the figures back to the entries and corrects the setup or the code	Your finance lead approves the result
Pages are slow or scheduled jobs fail	Heavy extension code, database locks or overlapping job queue entries	Analyzes telemetry and locks, then changes the code or the job schedule	The users who run the affected tasks
The service is unavailable or shows a platform error	A Microsoft service incident	Checks service health, collects the evidence and prepares the escalation to Microsoft	Microsoft support, through a partner support case
A user cannot find or do something	Missing permissions or a training gap	Corrects permissions or explains the task, and records it for training	The user's manager

Your system or Microsoft's: where an incident goes

In Business Central online, Microsoft runs the platform and your extensions run on top of it. Customers cannot open Microsoft support cases themselves. A partner submits the case, and needs a Microsoft partner support plan to do so.

When an incident starts in your configuration, extensions or integrations, we fix it. When it starts in the platform, we confirm that with the last known error on the Help and Support page, telemetry and a reproduction in a sandbox. Then the case goes to Microsoft. If another company is your licensing partner, we agree beforehand who submits cases, so no time is lost on the day.

Response and resolution targets are set in your support contract, not on this page. Our support service explains response versus resolution and how the enhancement backlog works.

How we classify Business Central incidents

Severity decides who is called and in what order. We agree the definitions with you; these examples show how they map to daily work in Business Central.

Example severity definitions for Business Central support
Severity	Definition	Business Central example
1. Critical	A core process stops for many users and there is no workaround	No one can post sales invoices or ship orders
2. High	A key function fails, but a workaround keeps the business running	The bank statement import fails, so payments are matched by hand
3. Normal	A limited problem with little business impact	One report shows a rounding difference
4. Request	A question, a change or an improvement	A new field on the purchase order

The response target for each level is part of your support contract.

Business Central updates and upgrades

Business Central online

Microsoft updates online environments: a major update every April and October, and minor updates with fixes and regulatory changes in the other months. Your administrator picks the date of each major update within a five-month window and sets a maintenance window for each environment.

Support covers the work around each update:

Testing your extensions on the preview version, which opens about a month before each major release.
Copying production to a sandbox when the update ships and running the critical processes there first.
Scheduling the production update away from busy periods such as month-end.
Fixing incompatible extensions before the grace period ends. Extensions that still block the update in the enforced period can be uninstalled by Microsoft, and their features stop until a compatible version is installed.

Business Central on-premises

On-premises upgrades are projects you schedule. Versions 25 to 28 can upgrade directly to version 29, the 2026 release wave 2. Versions 14 to 24 upgrade to version 25 first. Dynamics NAV goes through version 14 and needs its C/AL customizations converted to AL; see migration planning.

Each upgrade needs updated extensions, upgrade code for changed data, a full test on a copy of production and a rollback plan for the upgrade weekend.

How support starts on a system someone else built

We do not take on incidents for a system we have not reviewed. The handover review removes the guesswork from the first incident.

Access
Your administrator creates named user accounts for our team, with only the permissions support needs, and confirms which environments we may work in.
Inventory
We list environments, versions, extensions and their publishers, integrations, job queue entries and the accounts they run under.
Source and history
We check that you hold the AL source of your per-tenant extensions. Source that the publisher kept hidden has to come from them.
Open issues
We collect open incidents, known workarounds and anything that was changed directly in production.
Monitoring
We connect environment telemetry to an Application Insights resource to help diagnose failures. The support scope defines which alerts are watched and during which hours.
Runbook
You receive a support runbook: contacts, escalation routes, the release process and the top risks with their fixes.

Can MS Dynamics Guys take over Business Central support from our current partner?

Yes. The switch is safer with a short overlap between the two teams. Before notice ends, ask your current partner for the extension source, release notes, integration documentation and the list of open cases.

If your current partner also sells your licenses, you can keep that relationship for licensing and Microsoft escalation, or move it as well. Business Central lets your administrator grant access to more than one partner and decide which partner may administer each environment.

When the old relationship ends, remove the previous partner's access and update the support contact details that Business Central shows to your users.

Running Business Central support with your own team

Under a support contract, MS Dynamics Guys answers for the incident and change work that the contract defines. Some companies prefer to keep the ticket queue in their own team and add the skills it lacks:

AL fixes and update testing. An AL developer takes extension tickets from your queue and tests your extensions against each Microsoft update before it reaches production.
Posting, reconciliation and setup questions. A Business Central consultant works through them with your finance team.

In this model your team keeps triage, priorities and the decision to release each fix. For Business Central online, a partner still submits cases to Microsoft, so agree who does that before the first platform incident.

Under staff augmentation, the specialist takes direction from your lead and writes a handover note before leaving.

When MS Dynamics Guys fits

MS Dynamics Guys fits companies whose Business Central depends on extensions or integrations, and who need support that can read and change the code, not only answer user questions.

A good fit when

You run AL extensions or integrations that must keep working through Microsoft updates.
The partner who built the system has left, or no longer maintains its code.
Finance needs prompt help with posting, reconciliation or report questions.
You want update testing planned in advance, not discovered on the update date.

Choose another route when

You only need license administration, which your licensing partner covers.
You want a developer inside your own team every day; hiring a Business Central developer fits that better.
You run standard Business Central with no extensions or integrations, where your licensing partner's standard support may be enough.
The system is still Dynamics NAV. NAV development capacity covers C/AL maintenance under your lead; migration planning covers the move to Business Central.

Questions about Business Central support

Do you support Business Central on-premises as well as online?

Yes. For on-premises, the support scope must also name who owns the server, database, backups, security patches and upgrades. Those responsibilities may sit with your IT team or another provider; we agree the boundaries before support starts.

Which hours does support cover?

Support hours and time zones are part of the contract. Any critical-incident cover outside those hours must be agreed explicitly. Without that cover, your team needs its own outside-hours response route.

Can support include small changes and enhancements?

Yes. Small changes go into a backlog that you prioritize, and each one follows the same build, test and release steps as project work. Managed support explains how the backlog and incident work fit together.

What should we include when we report an incident?

The environment and company, what the user did, the exact error text and when it started. The Help and Support page in Business Central shows the last known error, which saves time. Do not send customer personal data unless we ask for a specific record.

How do you handle the monthly minor updates?

Minor updates carry fixes and regulatory changes. We read the release notes for anything that touches your extensions and run a short regression on the processes that matter most. Major updates get the full test on a sandbox copy of production.

Get Business Central support that knows your extensions

Tell us your version, the extensions and integrations you run, and who built them. We reply with the handover steps and a support proposal.