How Dedicated and Shared Support Models Work for D365

Microsoft Dynamics 365 (D365) has become a critical solution for enterprises across industries, offering powerful tools for managing finance, operations, sales, supply chain, and customer engagement. However, like any advanced ERP and CRM solution, D365 requires continuous monitoring, optimisation, and support to deliver maximum value.

Businesses often face a key decision: should they opt for a dedicated support model or a shared support model for their Microsoft Dynamics 365 (D365) environment? Both models offer distinct advantages, but the right choice depends on organisational needs, budget, and long-term strategy.

In this comprehensive guide, we’ll break down how dedicated and shared support models work for D365, compare their strengths and challenges, and help you determine which is best for your business.

What Is a D365 Support Model?

A support model defines how your Microsoft Dynamics 365 environment is maintained, troubleshooted, and optimised. It covers services such as:

• Monitoring system performance.
• Handling incidents and bug fixes.
• Managing updates and upgrades.
• Providing customisation and development support.
• Offering user training and advisory services.

Support can be delivered by an in-house team, a Microsoft partner, or an external managed services provider (MSP). The most common approaches are dedicated and shared support models.

The Dedicated Support Model Explained

In a dedicated support model, a team (or individual resources) is exclusively assigned to a single organisation. They work only on your D365 environment and focus entirely on your business needs.

Key Features of Dedicated Support:

• Exclusive Resources: One or more specialists are allocated solely to your company.
• Deeper Familiarity: The team develops in-depth knowledge of your business processes, customisations, and goals.
• Direct Communication: You have a dedicated point of contact for all issues.
• Tailored Services: Support is customised to meet specific business requirements.

Benefits of Dedicated Support

1. Full Attention on Your System: The support team is not distracted by other clients.
2. Faster Response Times: With no competing priorities, your issues are handled immediately.
3. Business Alignment: Dedicated resources learn your workflows and align with long-term strategies.
4. Scalable and Predictable: You can scale resources as your system grows, ensuring continuity.
5. Trust and Reliability: A Stronger relationship with the support team builds confidence.

Challenges of Dedicated Support

• Higher Costs: Exclusivity comes at a premium compared to shared models.
• Underutilisation Risk: If your system doesn’t face frequent issues, resources may be underused.
• Limited Flexibility: Dedicated teams may focus only on your setup, limiting exposure to wider industry practices.

Best Fit for Dedicated Support

• Large enterprises with complex, highly customised D365 setups.
• Businesses requiring 24/7 critical support.
• Companies with compliance-heavy industries (finance, healthcare, manufacturing).

The Shared Support Model Explained

In a shared support model, resources are shared across multiple clients—a partner or MSP pools specialists who handle support requests for several businesses.

Key Features of Shared Support:

• Resource Pooling: A team supports multiple organisations simultaneously.
• Scalable Availability: Resources are allocated based on demand and priority.
• Ticket-Based System: Most support is delivered through a structured helpdesk or ticketing platform.
• Cost-Efficiency: Costs are distributed across clients, making it more affordable.

Benefits of Shared Support

1. Cost Savings: Shared support is more budget-friendly, especially for small and medium businesses.
2. Access to Broader Expertise: You benefit from a team that works across industries and scenarios.
3. Scalable Engagement: You can purchase support hours or service packages as needed.
4. Best Practices: Exposure to multiple environments helps teams recommend proven solutions.
5. Flexibility: Ideal for organisations that don’t need constant, full-time support.

Challenges of Shared Support

• Slower Response Times: Resources may be tied up with other clients.
• Less Familiarity with Your Business: Teams may not fully understand your unique workflows.
• Potential Priority Conflicts: Larger clients may get faster service, depending on agreements.

Best Fit for Shared Support

• Small to mid-sized businesses with standard D365 deployments.
• Organisations with limited budgets.
• Businesses need occasional support rather than full-time assistance.

Dedicated vs. Shared Support Model: A Detailed Comparison

How to Choose Between Dedicated and Shared Support

When deciding between the two, consider the following factors:

1. Business Size and Complexity
   • Large enterprises with customised solutions benefit more from dedicated support.
   • SMBs with out-of-the-box setups may find shared support sufficient.
2. Budget Constraints
   • Dedicated models cost more but ensure exclusive focus.
   • Shared models offer affordability without compromising basic needs.
3. Compliance and Security Requirements
   • Industries with strict compliance (banking, healthcare, government) often require dedicated support for security and audit purposes.
4. Support Frequency
   • If your system faces constant changes, integrations, and incidents, go dedicated.
   • If issues are occasional, shared is more cost-effective.
5. Strategic Growth Plans
   • Businesses planning rapid expansion or global rollouts benefit from dedicated support that scales with them.
   • Stable businesses with steady operations may prefer shared support.

Hybrid Support Models: A Growing Trend

Some businesses adopt a hybrid support model, combining elements of both approaches. For example:

• A dedicated resource for mission-critical modules (finance, supply chain).
• Shared support for non-critical functions (basic CRM, HR).

This approach balances cost-efficiency with high reliability and is gaining popularity among mid-sized businesses.

The Role of Microsoft Partners in Support Models

Whether you choose dedicated or shared support, selecting the right Microsoft Dynamics 365 partner is essential. A good partner will:

• Define clear SLAs (Service Level Agreements).
• Provide proactive monitoring and system health checks.
• Offer advisory services for upgrades and roadmap planning.
• Deliver regular reports on system performance and incidents.

Partners with global presence and certified expertise in D365 ensure higher service quality and consistency.

Benefits of Having the Right D365 Support Partner

Regardless of the model, a skilled partner ensures:

• Reduced Downtime: Proactive monitoring prevents disruptions.
• Optimised Performance: Regular upgrades and patches keep your system efficient.
• Cost Efficiency: Better resource allocation avoids unnecessary spending.
• Innovation: Guidance on new D365 features and tools to improve operations.
• User Satisfaction: Quick resolution of issues ensures smooth day-to-day operations.

Real-World Scenarios

Scenario 1: Large Manufacturing Firm

A multinational manufacturer runs a highly customised D365 Finance & Supply Chain solution. Given compliance requirements and global operations, they chose a dedicated support model, ensuring 24/7 monitoring and priority handling.

Scenario 2: Mid-Sized Retail Chain

A retail chain with 30 outlets uses D365 Business Central primarily for inventory and finance. Since their system is mostly standard, they opted for shared support with a pay-as-you-go package. This kept costs low while ensuring timely assistance when issues arose.

Scenario 3: Growing Healthcare Startup

A healthcare company required strong compliance but had budget constraints. They chose a hybrid model—dedicated resources for compliance-sensitive modules and shared resources for less critical functions.

FAQs

Q 1: What is the main difference between dedicated and shared support for D365?
Ans: Dedicated support assigns exclusive resources to your organisation, while shared support provides a resource pool serving multiple clients simultaneously.

Q 2: Which model is more cost-effective for small businesses?
Ans: Shared support is generally more affordable and flexible for small to mid-sized businesses.

Q 3: Can I switch from shared to dedicated support later?
Ans: Yes. Many Microsoft partners offer flexibility to transition as your needs grow.

Q 4: Is dedicated support always better?
Ans: Not necessarily. While dedicated support offers exclusivity and faster response, it may be excessive (and costly) for businesses with minimal support requirements.

Q 5: How do SLAs differ in dedicated vs. shared support?
Ans: Dedicated models usually guarantee faster resolution times, while shared models depend on ticket queues and priority levels.

Q 6: Does Microsoft itself provide support for D365?
Ans: Microsoft provides basic support, but for ongoing management, customisations, and enhancements, businesses typically rely on certified Microsoft Dynamics 365 partners.

Q 7: What is a hybrid support model?
Ans: A hybrid model blends both approaches—for example, using dedicated support for critical functions and shared support for non-critical tasks.

Conclusion

Choosing the right support model for Microsoft Dynamics 365 is a strategic decision that directly impacts system performance, costs, and business continuity.

• Dedicated support is ideal for large, complex, or compliance-heavy organisations needing 24/7 exclusive assistance.
• Shared support works best for SMBs looking for cost-effective, scalable, and flexible support.
• Hybrid support balances both, offering affordability without compromising on critical needs.

Ultimately, the choice should align with your business size, budget, compliance requirements, and growth plans. With the right Microsoft Dynamics 365 partner, both models can deliver reliable support and unlock the full potential of your D365 investment.