Support & Training
User training and ongoing support after go-live, including month-end and update assistance.
Training sessions are typically half a day per role; support is provided on an agreed response basis
An implementation delivers a configured system. What determines whether it is used well is whether the people operating it understand the processes they are running, and whether they have somewhere to go when something does not behave as expected.
We provide training by role rather than by module, and ongoing support for businesses that do not have an internal Business Central specialist.
Training by role
A person raising purchase orders does not need to understand the whole system; they need to be fluent in the part they use, and to know what happens downstream when they get it wrong.
We train by role — sales entry, purchasing, inventory, finance — with the actual transactions that person will process, and leave behind a short written procedure for each.
Support that covers the periodic work
Most support requests cluster around month-end and around returns: a posting that will not go through, a reconciliation that will not tie, a report that does not agree with the ledger.
Because our practice also handles the accounting and GST work, these questions are usually answerable directly rather than needing to be referred on. A question about why an entry posted to a particular account is as much an accounting question as a system one, and being able to answer both halves in the same conversation saves a good deal of time.
Updates and what they require of you
Microsoft releases major updates to Business Central twice a year, with minor updates in between. For a standard installation these are largely uneventful, but they are worth testing before they reach your production environment — particularly where extensions or integrations are in use.
We test each release in a sandbox against the transactions your business actually runs, confirm that reports and any customisations still behave as expected, and tell you about anything that changes in the interface before your team encounters it unannounced.
When it makes sense to bring support in-house
External support suits businesses without an internal specialist, and businesses whose requirements are stable enough that occasional help is sufficient. As a finance team grows, it often becomes sensible to build that knowledge internally instead.
We are happy to work towards that. Training that leaves behind written procedures, and support that explains the cause rather than only applying the fix, are both aimed at reducing how often you need to call us.
Who needs this
- Businesses that have gone live and need ongoing support
- Businesses with new staff who need training on the system
- Businesses preparing for a Business Central update
- Businesses whose current partner is no longer supporting them
Eligibility and conditions
- A running Business Central environment
- Access for the support team, at an agreed level
- An agreed scope and response expectation
What this covers
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Role-based training
Each user trained on the processes they actually run.
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Written procedures
A short procedure left behind for each role.
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Month-end support
Help with closing, reconciliation and reporting.
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Update assistance
Testing before and after a Business Central release.
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Refresher sessions
For new staff or after a process change.
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Accounting-side answers
Questions about treatment answered by the same practice.
How the process works
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Assess
Which roles need training and where support is needed.
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Agree scope
What is covered and the response expectation.
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Train
Sessions by role, on your own data.
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Document
A written procedure for each role.
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Support
Ongoing assistance on the agreed basis.
Documents required
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User list and roles
Who does what in the system.
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Current version details
Environment and release information.
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Known issues
Anything currently not working as expected.
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Existing documentation
Procedures or training material from the implementation.
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Process changes
Anything that has changed since go-live.
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System access
At the level agreed for support.
The list above is indicative. Additional documents may be required depending on your case and the current departmental requirements.
Need support for an existing Business Central setup?
Tell us your version and what is causing difficulty and we will set out how we can help.