Tailor your service agreement to the unique needs of your business

Our support doesn’t stop when your project finishes. All systems require ongoing upkeep and compliance to align with new software releases and technical adjustments. Customise your own Service Level Agreement (SLA) with us to the unique needs of your business and the number of environments you would like us to help maintain and support.

At Adaptable we support our clients in four main areas

  • Project Work

    A new project which requires definition of scope, estimation and approval.

  • Compliance

    Ensuring that the Microsoft release process runs smoothly with minimal business interruption, and identifying applicable areas of improvement as new system features become available.

  • Issue Diagnosis

    Reporting & managing business system(s) issues, and identifying & recommending changes to support requests (*).

  • Issue resolution

    Resolving business system issues, escalation and corresponding with 3rd party software providers on your behalf, and responding to questions and making recommendations regarding suitable improvements.

*Where changes are small and can be completed comfortably within the SLA optional hours, the change can be completed under the SLA optional hours. A basic guideline is that the change will consume no more than 1x months allocation of support hours.

How our Service Level Agreement works

Our SLA is built to give customers the support, peace of mind and planning capability to look after the compliance support and customisations/small refinements needed on existing setups.

Each environment we work with you in have its own level of minimum level of maintenance, software updates/releases, account management, to ensure it remains stable, secure and up to date. These hours are pre-built into the agreement and can only be exclusively assigned to the compliance side of things.

Adaptable has customised a plan that allows clients to build their own SLA that factors in the level of complexity and effort associated with each environment and allows for both minimum compliance work, as well as customisation support.

An Adaptable SLA gives our customers the option to pre-purchase a set number of support hours on a monthly payment plan to be used over the course of the 12-month agreement.

We’re adaptable because you need us to be

And our Service Level Agreements are no different.

  • Duration

    Our SLA plans are a 12-month agreement starting on the 1st of the agreed month giving you better information and confidence around Microsoft system releases and peace of mind around ongoing stability and support.

  • Scope

    Our SLA covers Dynamics 365 Business Central and other Customer Engagement Applications (for one or more production systems) arming you with the confidence that system capacity and licensing is constantly being optimised.

  • Performance

    With a custom built SLA you get first response and resolution monitored KPIs to ensure ease of approval for smaller work items.

  • Compliance

    Services The compliance side of our SLA provides you with quarterly SLA performance reviews, subscription license monitoring & optimisation, capacity and Microsoft release reviews (coordinated with Microsoft twice yearly release cycle) alongside ongoing recommendations for technical adjustments and functionality advances.

  • Support Services

    With a custom SLA agreement you get the option to select your own level of support hours per month. These hours are monitored and reported on at the end of each month, with any unused hours expiring at the end of the 12-month agreement.

    Our optional support services cover technical support, consulting and training, as well as small application changes (excluding projects), to give you greater flexibility to ensure support hours are fully utilised.

  • Pricing

    Your SLA is calculated based on an annual fee that is prorated per month and paid monthly in advance giving you forward visibility for annual budgeting purposes.

    The total price of your SLA depends on the level of support options you select and the number of production systems covered under the SLA.

Frequently asked questions

  • All unused hours will expire at the end of the 12-month term, however through the quarterly review meetings we will discuss hour and budgets to ensure you have ample time to utilise them.

  • The SLA can cover any changes that consume less than 1-month’s hours allocation. Anything over 1-month allocation will require a separate project scope and estimate.

  • The SLA is a commitment for 12-months and is designed to be used over a 12-month period. If a customer wishes to cancel an SLA within 12-months, a termination fee will be calculated, based on optional hours used versus the total commitment optional hours, plus an administration fee. For example, a commitment of 120 optional hours over a 12-month time-period indicates a use of 10 hours per month. If the company managed to use 100 hours over 5 months, and then wishes to terminate theagreement, they have effectively used 10-months of optional hours, but only paid for 5-months. In this situation (in the unlikely event of it occurring), the company would be expected to pay for the 5-months short-fall as a break-fee.

  • The individual Customer SLA Agreement will specify applications that are covered by the SLA.

  • The customer support portal provides the customer the ability to raise and review cases at any time. Each month the customer invoice will include the number of optional support hours used and remaining on the customer SLA. Each quarter, a meeting will be arranged with the customer to review the SLA performance.

  • IThe optional support hours can be used at any time (up to 1-months’ worth of hours allocation) over the 12-month period that the SLA covers, however the purpose is to smooth the support process by having hours available for support for each month of the time-period covered by the SLA. Any variations to this rule will be considered on a case-by-case basis.

  • To minimise support effort, customers are encouraged to perform initial triage to ensure only actual cases are escalated to support. Also, if the customer logs their own cases (thus minimising data entry) and includes clear, concise information including any initial diagnosis, this additionally helps to direct our support people to the key issues earlier, thus minimising time and effort spent.

  • Adaptable will make all reasonable efforts to advise and work with the customer to utilise SLA optional hours within the time-period covered by the SLA. Any hours unused will expire at the end of the 12-month agreement.

  • When a case is raised in the Adaptable system, email communication is forwarded to the customer to acknowledge the case being raised. For customers operating under an SLA, the response timeframes for P1, P2 and P3 issues are specified on the SLA agreement. Initial triage will determine if the support case documents the issue clearly enough to establish the underlying issue, and then allocate to the appropriate support person within Adaptable for follow up.

  • Customers have access to a customer support portal where all cases for the customer can be viewed. Active cases can be updated by the customer with further information. The Adaptable case system will also email the customer when the case status changes (i.e. a resolution for the case is ready for testing).

  • The SLA enables support during normal NZ business hours. If after-hours support is required for a period of time, this can be arranged as the situation arises.

  • SLA hours and optional hours are locked in for the time-period covered by the SLA. Project hours may be subject to increase during the year.

  • Our time is rounded in 15-minute increments.

  • Yes, the customer hourly rate will remain the same for SLA and optional hours for the duration of the period that the SLA covers.

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