NINE TRACKS LIMITED
Microsoft Dynamics (D365) Customer Relationship Management (CRM) Support
Our support service is designed to provide you with the peace of mind you need to successfully operate and maintain a Microsoft Dynamics solution/product or custom Dataverse applications.
Our experts have years of experience building, deploying and supporting enterprise scale solutions.
We provide Gold/Silver/Bronze support depending on your support needs.
Features
- Remote ticketing
- Environment Health Check (lightweight and detailed)
- Ticket escalation and routing
- System documentation generation
- User guide generation
- Team member upskilling
- Gold, Silver and Bronze support service level agreements
Benefits
- Rapid ticket resolution
- Self-reliance over time
- Reduced maintenance risks
- Increased up-time
- Improved customer knowledge and awareness (single view of customer)
- Improved customer knowledge and awareness (single view of customer)
- Improved customer experience
- Improved system documentation
Pricing
£350 to £1,500 a unit a day
- Education pricing available
Service documents
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Framework
G-Cloud 14
Service ID
3 5 1 5 1 2 9 5 3 9 4 2 2 4 4
Contact
NINE TRACKS LIMITED
Ainsley Bilton
Telephone: +44 7799867136
Email: sales@ninetracks.com
Planning
- Planning service
- Yes
- How the planning service works
-
An initial assessment of your current-state will be performed by our team of experts to look at your environments, customisations, security and use cases. A series of support workshops will be run with your stakeholders to understand how you are using your systems, your architecture principles and business objectives. Documentation of your environments can be produced as well as user guides and training materials.
A roadmap of key milestones and deliverables is created, taking in to account any dependencies that may exist, both technical and non-technical. - Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Microsoft Dynamics 365
- Microsoft Power Platform
- Microsoft Power BI
- Microsoft Power Automate
- Microsoft Power Apps
- Microsoft Power Virtual Agents
- Microsoft Power Pages
- Microsoft Azure
- Microsoft 365
Training
- Training service provided
- Yes
- How the training service works
-
We provide standard and bespoke training for Microsoft Power Platform and Microsoft Dynamics 365. We provide on-premise and remote training solutions depending on the buyers requirements.
- Bespoke Training: Can't find the right course? Use our bespoke training service tailored to help organisations train their teams to use systems developed specifically for your organisation.
- Classroom Training (Remote): Save time and money be taking part in our courses remotely.
- Classroom Training (On-site): Let us come to you and remove costs associated with travel and accommodation. Great for groups of three or more.
- Classroom Training (Off-site): Guaranteed maximum of six delegates per session (compared to 20+ on some competitors' courses).
- Certification Bootcamps: These give you the training you need to become Microsoft certified, and you can add on exam coaching and additional revision sessions to give every chance of success. - Training is tied to specific services
- Yes
- Services the training service works with
-
- Microsoft Dynamics 365
- Microsoft Power Platform
- Microsoft Power BI
- Microsoft Power Automate
- Microsoft Power Apps
- Microsoft Power Virtual Agents
- Microsoft Power Pages
- Microsoft Azure
- Microsoft 365
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Our CRM support service includes both setup and migration support.
Setup: An initial assessment of your requirements will be undertaken to understand your licensing, storage and compute needs to ensure the most efficient implementation possible. Our support team will aid the design of your target Microsoft Dynamics 365 / Power Platform Dataverse environments, including all aspects of delivery management (development, testing (manual and automated) and release). Where required, we may recommend Continuous Integration (CI) and Continuous Development (CD) automations to support seamless development and deployment.
Migration: An initial assessment of your current-state will be performed by our team to look at your existing systems, data, and processes. Our experts will provide either a "big bang" or "targetted" data migration based on your needs. We support both on-premise-to-cloud and cloud-to-cloud migrations and integrations. Where migration is problematic or services cannot be interrupted, our support team will recommend integration services to support both single and bi-directional data operations. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Microsoft Azure
- Microsoft Dataverse
- Microsoft Dynamics 365
- Microsoft Power Platform
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
Our support service adheres to strict service level agreements (SLAs) as outlined in the customer contract. We regularly review our ticket resolution process to ensure that we are meeting our SLAs and provide a clear escalation path for tickets that aren't resolved on time.
Our support staff are highly experience and trained to provide the maximum value during ticket resolution. As a Microsoft Partner, we are able to escalate platform issues that are beyond our control directly to Microsoft for resolution.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security design
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
-
Support services are provided on a pay-as-you-go, monthly subscription, annual subscription, draw-down or full-time basis.
Pay-as-you-go:
A pay-per-ticket model with cost based on required service level agreement (P1 to P3)
Monthly:
A fixed monthly subscription with an SLA based o Gold/Silver/Bronze support plans. There is a cap on the number of tickets raised per month. Tickets over the cap are charged on a pay-as-you-go basis.
Annual:
A fixed annual subscription with an SLA based o Gold/Silver/Bronze support plans. There is a cap on the number of tickets raised per month. Tickets over the cap are charged on a pay-as-you-go basis.
Draw-down:
Includes access to resources on a pre-paid basis. Minimum purchase is 5 days. Resource are charged based on the pre agreed rates, as per our rate card for the level of resource required.
Full-time:
Includes dedicated resources available during standard business working hours. Minimum term is 6 months. Resource are charged based on the pre agreed rates, as per our rate card for the level of resource required.
Warranty:
A standard 6 month warranty is provided for any custom solutions / code provided as part of a delivery.
Service scope
- Service constraints
- All support provision is provide remotely with the exception of the 'Full-time' model, which may be available on-site as required.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Our standard SLA is 1 week from submission. If a support plan is in place, we will respond within the agreed SLA timeframe. We have 3 support plans;
- Gold
- Silver
- Bronze
Each plan has different entitlements and SLAs associated with it. - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
We provide three levels of support:
- Gold - fastest response time, critical system support model
- Silver - fast response time
- Bronze - standard response time
These levels determine the SLA times for responses. A support plan is required in order to raise non-warranty tickets.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- IASME Governance
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Our business is dedicated to minimizing our environmental impact, and our Green Mark certification plays a pivotal role in this mission. The certification process offers a structured assessment of our environmental impact, guiding us through practical steps to reduce waste, save energy, and adopt more sustainable practices. The web-based system provides us with a clear roadmap, enabling us to measure and continuously improve our environmental performance.
The Green Mark Environmental Management System (EMS) offers a foundation that empowers us to implement and manage sustainability initiatives effectively. It allows us to track our progress, ensuring that the actions we take to reduce energy consumption and lower our carbon footprint have the maximum impact. This systematic approach enables us to make informed business decisions aligned with sustainability principles, reinforcing our commitment to fighting climate change.
By adhering to the Green Mark framework, we ensure that our environmental policies are translated into tangible results. The EMS's cyclical approach of evaluation and action fosters a culture of continuous improvement within our organization. This helps us to continually refine our strategies, ensuring that our business decisions support long-term sustainability.
Being Green Mark certified demonstrates to our employees and customers that we are serious about sustainability and actively reducing our carbon footprint. It also connects us to a community of like-minded businesses, reinforcing our dedication to sustainability. This certification not only aligns with our values but also strengthens our position in meeting evolving regulatory requirements, giving us a strategic advantage as we pursue long-term sustainability goals.Covid-19 recovery
In response to the COVID-19 pandemic, our company has implemented several strategic initiatives to support both our employees and the wider community.
As a small entity, we have embraced flexible and remote working arrangements, which not only ensure the safety and mental health of our staff but also maintain productivity and continuity during challenging times. We have adopted health protocols that exceed the basic requirements, including providing health supplements, comprehensive medical, critical illness and life insurance, and ergonomic home office setups to enhance our team's well-being.
Additionally, as a Living Wage employer, we ensure that our staff are not financially penalized for pandemic-related absences. This commitment supports our employees' ability to adhere to health guidelines without the stress of lost income, promoting a healthier community by reducing the spread of the virus. By maintaining salaries and supporting our team comprehensively, we contribute to stabilizing the local economy and set a precedent for responsible business practices during crises.Tackling economic inequality
Our commitment as a Disability Confident employer directly contributes to tackling economic inequality by fostering an inclusive work environment. We actively create employment opportunities for individuals with disabilities, offering tailored roles that accommodate diverse needs and capabilities. This approach not only enriches our workforce but also helps reduce employment barriers faced by disabled individuals, promoting social inclusion and economic diversity.
Our efforts extend to providing targeted training programs and career development opportunities that equip our employees with valuable skills, increasing their employability and potential for economic advancement. By committing to pay a living wage, we ensure that all employees receive fair compensation that reflects their contributions and supports their financial stability. This practice not only enhances employee satisfaction and retention but also boosts local economic activity as employees are better able to engage with local businesses and services.Equal opportunity
As a Disability Confident and Living Wage employer, we are committed to promoting equal opportunity and reducing workforce inequality. We implement fair hiring practices that encourage diversity and provide equal opportunities for all individuals, regardless of their background or circumstances. This commitment is reflected in our recruitment, training, and promotion processes, which are designed to eliminate bias and foster an inclusive workplace culture.
We also focus on supporting our employees' professional growth and personal well-being. This includes offering flexible working arrangements, providing professional development opportunities, and ensuring that all employees are compensated fairly for their work. Our Living Wage commitment guarantees that every employee earns enough to live on, which not only supports their financial well-being but also contributes to their overall satisfaction and productivity.
By promoting these values within our company, we set a positive example in our community and industry. We demonstrate that a small business can play a significant role in advancing social equity and fostering an inclusive economic environment.
By addressing these areas, even a small business like ours can make a meaningful contribution to the social value goals set by the government, demonstrating that size does not limit impact when it comes to corporate social responsibility.Wellbeing
Enhancing employee well-being is essential for any business, especially a micro-entity like ours. We implement best practices in a highly personalised and impactful way, fostering a culture of care and support.
Comprehensive Insurance Coverage: We offer comprehensive insurance that covers health, dental, and vision care, ensuring that our employees have access to essential medical services. This benefit helps reduce financial stress associated with healthcare costs, enabling employees to focus on their health and well-being.
Discounted Gym Memberships: Physical activity is a key component of well-being, so we provide discounted gym memberships. This encourages our employees to engage in regular exercise, which can boost their energy levels, enhance their mood, and improve their overall physical health.
Annual Health Check-Ups: To support health management, we provide annual health check-ups and eye tests for employees. This ensures early detection and prevention of potential health issues, helping employees maintain good health and reduce medical costs.
Flexible Working Arrangements: We prioritise flexibility in our work arrangements, understanding the importance of work-life balance. By offering options such as remote work, adjustable hours, and compressed workweeks, our employees can manage their time effectively, reducing stress and well-being.
Open Communication and Supportive Culture: Maintaining open lines of communication is vital in a small team. We foster a supportive culture where employees feel comfortable sharing their concerns or seeking help. Regular check-ins, feedback, and open-door policy ensure employees feel heard and valued.
Recognition and Rewards: Recognising and rewarding employees' achievements contributes to a positive workplace. We celebrate successes through bonuses and gestures like public appreciation. This boosts morale and reinforces a sense of accomplishment.
Support for Mental Health: We recognise the importance of mental health and offer support through access to counselling services. By promoting an environment that prioritises mental well-being, we help our employees feel secure and supported.
Pricing
- Price
- £350 to £1,500 a unit a day
- Discount for educational organisations
- Yes
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at sales@ninetracks.com.
Tell them what format you need. It will help if you say what assistive technology you use.