Managed Services for Microsoft Dynamics 365

The transition into sa.global’s Managed Services is structured, transparent, and designed to avoid any disruption to your operations. Our goal is a smooth shift from project or existing setup into a stable, reliable operating model.

1. Initial analysis & scope definition
   • Joint assessment of your system landscape, processes, and integrations
   • Definition of which applications, countries, and business units should be covered
   • Definition of the right Managed Services model (scope, response times, languages, time zones)
2. Handover & knowledge transfer
   • Structured knowledge transfer from your current partner to the sa.global support team
   • Review and verification of existing documentation
   • Shadowing, simulated support cases, and resolution of open issues
3. Service setup & stabilization
   • Definition of support, escalation, and governance processes
   • Setup of the sa.global support portal for efficient ticket handling, and seamless communication
   • Establishment of clear responsibilities for ongoing operations
4. Transition into regular operations
   • Start of regular support (functional & technical)
   • Monitoring of system stability and integrations
   • Regular status, SLA, and service review meetings
5. Continuous improvement
   • Proactive identification of optimization opportunities, support updates, and enhancements
   • Support for new requirements, rollouts, or additional modules
   • Scalable model: Services can be adjusted at any time.

The Service Delivery Manager (SDM) is your primary point of contact for the day-to-day operation of your Microsoft Dynamics 365 environment. They ensure that the agreed-upon Managed Services are delivered in a transparent manner at all times and that your Dynamics 365 solutions are continuously improved.

• Coordination & communication
  • Main point of contact for all service-related topics
  • Coordination between your teams and our global delivery and support teams
  • Clear communication and escalation management
• Service & performance management
  • Monitoring service delivery against agreed SLAs
  • Managing priorities, escalations, and critical incidents
  • Driving improvements in stability and service quality
• Governance & reporting
  • Leading regular service review meetings
  • Providing transparent reporting on tickets, trends, risks, and actions
  • Ensuring structured governance in day-to-day operations
• Customer success & escalation handling
  • Managing satisfaction, feedback, and open issues
  • Moderating and resolving escalations, both internal and external
  • Managing the overall partnership
• Continuous improvement
  • Identifying optimization opportunities
  • Aligning on enhancements and new requirements
  • Supporting planning for updates, releases, and future development

The difference in these service offerings lies not in the expertise, but in the responsibility and operating model.

sa.global’s Managed Services are a structured service model for day-to-day operations with the following features:

• sa.global takes operational responsibility for defined areas
• You have a dedicated Service Delivery Manager
• Clearly defined SLAs, escalation paths, and governance processes
• Includes ongoing operations: ticket management (L2/L3), monitoring, stabilization, updates, and coordination with Microsoft and other partners

sa.global’s advisory services offer targeted assistance on demand, with a strong emphasis on the customer’s own responsibility. The features of this model:

• Ad hoc consulting and expert support
• Focus on specific issues or sub-areas (e.g., architecture, modules/functionalities, reviews)
• Support for:
  • Solution design & architecture
  • Evaluation of options
  • Concepts, best practices, recommendations
• sa.global assumes no operational responsibility.
• You remain responsible for:
  • System stability
  • Ticket handling
  • Prioritization & operations

This is a common scenario for managed services at sa.global. We take on day-to-day operations and support regardless of who originally implemented the solution.

Typical approaches:

1. Structured transition to sa.global Managed Services
   • Review of your current setup (customizations, integrations, ISVs)
   • Takeover of documentation and operational knowledge
   • Structured knowledge transfer from previous partner or internal team
   • Focus on ensuring stability and operational readiness
2. Collaboration with your existing implementation partner:
   • Clear definition of responsibilities between implementation and operations
   • sa.global assumes operational responsibility
   • Close coordination for changes and further developments

What services are included and what add-ons are available?

Included as standard:

• Application support
  • Functional and technical support (Level 2 / Level 3)
  • Incident, problem, and service request management
  • Operation based on defined SLAs and priorities
• Service governance
  • Dedicated Service Delivery Manager
  • Regular service reviews, status reports, and escalation management
  • Transparent management of quality, risks, and trends
• Preventive care & stability
  • Proactive monitoring of applications and relevant integrations
  • Identification of risks and stability issues
  • Measures to ensure stable operations
• Update & release management
  • Planning and execution of Microsoft One Version updates
  • Impact analysis
  • Testing in non-production environments
  • Coordination of releases for deployment into production
• Service portal
  • Central ticketing and communication platform
  • Transparent prioritization and tracking
  • Clear escalation paths

Optional add-ons:

• Enhancements & Improvements
  • Minor functional enhancements or customizations
  • Minor functional enhancements or customizations
  • Implementation beyond standard operational support
• Advisory & optimization
  • Specialized or technical consulting
  • Architecture, performance, and process reviews
  • Roadmap and release planning
• Extended operational services
  • Additional countries, business units, or applications
  • Extended service hours or support in additional languages
  • Additional environments or integrations
• Projects & major changes
  • New functionalities, modules, or rollouts
  • Major system modifications or migrations
  • Major system modifications or migrations

We operate a global managed services model with clear governance and a follow-the-sun approach.

• Follow‑the‑sun model with global service centers (GSCs)
  • Operations via global service centers and regional teams (Serbia, Columbia, India) across multiple time zone
  • Seamless handover of tickets across time zones without information loss
  • Continuous support beyond local business hours
• Central governance
  • Your Service Delivery Manager remains your single point of contact
  • Clear prioritization, escalation, and communication
  • Standardized processes worldwide

Yes, we often complement existing partners by taking responsibility for international operations. How this works in practice:

• Clear regional split: Your existing Managed Services Provider remains responsible for your local entity, and sa.global takes on operations for international subsidiaries with global scalability, consistent governance, and reliable operations around the clock.

• Centralized governance, distributed responsibility: A Service Delivery Manager from sa.global centrally manages the international services: with clearly defined SLAs, escalation paths, and reporting, independent of the local setup.

• Global follow-the-sun model: We provide international support through our global service centers (GSCs) and regional teams across different time zones, including round-the-clock coverage for critical incidents.
• Clear responsibilities between partners: We work with you and your existing partner to determine who manages which countries, systems, and environments to avoid overlaps.
• Phased adoption: With our managed services offerings, you can start with selected regions and expand gradually over time.

The costs for Managed Services depend on scope, geographic coverage, and service levels. Our Managed Services are structured as predictable monthly fees rather than variable, time-based billing.

sa.global operates in 25 countries across six continents and supports multinational rollouts worldwide.

Our international presence translates into strong local expertise that goes beyond products, technologies, and methods to help us understand local business needs and practices. Our diverse teams enable us to adapt quickly to different cultures, understand local markets, and localize solutions to strike the right balance between global strategy and local customization.

In addition to our core markets, we deliver projects and support in over 80 countries and can flexibly support organizations beyond that footprint.