Go-live is not the finish line. The first weeks on Business Central are when users find gaps in training, setup issues surface at the first month-end, and confidence in the new system is won or lost. A clear support playbook makes the difference between a calm transition and weeks of firefighting.
Phase 1: Hypercare (first two to six weeks)
Hypercare is intensive, planned support immediately after go-live.
- Named consultants available daily, with a short daily check-in with key users.
- A single place to log issues, even small ones, so nothing is lost in email.
- Priority on anything that stops shipping, invoicing, receiving or paying.
- Support through the first month-end close, which is where most hidden setup issues appear.
- A daily list of open issues shared with the project sponsor.
Phase 2: Stabilization
Once daily volumes are steady, support moves to a lower intensity:
- Remaining defects fixed and closed.
- Follow-up training for users who need it.
- Quick improvements identified during hypercare, such as report tweaks and saved views.
- Hand-over from the project team to the support team, with documentation.
Phase 3: Ongoing support
Ticket categories
Agree categories so issues are routed and measured consistently:
- Incident: something is broken or not working as before.
- How-to question: the system works, the user needs guidance.
- Change request: a new requirement or improvement.
- Data correction: a posting or master record needs fixing.
Priorities
- Critical: the business cannot operate, for example posting or shipping is blocked.
- High: a key process is impaired with a workaround available.
- Normal: an issue affecting individual users or non-urgent tasks.
- Low: questions and minor improvements.
Ownership
- Internal first-line support: a super-user or system administrator who handles how-to questions and simple setup.
- Partner second-line support: configuration issues, extensions, integrations and updates.
- Microsoft: platform incidents, raised through the partner.
Monitoring and maintenance
- Review Business Central update notices before each release wave and test critical processes in a sandbox.
- Check that extensions and apps are compatible with upcoming updates.
- Monitor integrations and scheduled jobs (job queue entries) for failures.
- Review user access and licences quarterly.
Reporting
A short monthly report should show tickets opened and closed by category and priority, response and resolution times, recurring issues and their root cause, and improvements delivered. Recurring issues are the most useful item: they show where training or setup needs attention.
Continuous improvement
Keep a backlog of improvement ideas from users, reviewed regularly with the business owner. Small, regular improvements keep the system aligned with how the business works.
Next step
Our Business Central support page describes our support plans, including 24/7 coverage for critical issues on the Managed Support plan. If your system is already live and support feels reactive, ask about managed support. See also our cutover and rollback checklist.