Support Services

When your Microsoft solution is working well, your team can move with more confidence, clarity and control. Cloud9’s support is designed to help you keep that momentum going, with practical guidance, trusted expertise and a clear route to getting help when you need it.

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Our support offering is delivered through flexible packages that may include:

  • Unlimited break-fix support to resolve issues quickly and effectively
  • Unlimited 1-to-1 and group training sessions to drive user adoption
  • Regular optimisation reviews to keep your system aligned with your needs
  • Structured monthly allowance for minor configuration changes
  • Ongoing guidance on new Microsoft features and best practice
  • Dedicated support portal and access to an expert team

Our Dynamics Support Approach Explained

What makes our support model different?

Our model combines unlimited reactive support with proactive enablement. This includes training, optimisation, and continuous improvement, ensuring your system evolves alongside your organisation.

How do we support user adoption?

We provide unlimited training through 1-to-1 sessions and group tutorials. This ensures users remain confident, capable, and engaged with the system over time.

What does continuous optimisation look like?

We carry out regular reviews to identify improvements, introduce new features, and refine processes. This keeps your system aligned with both your business goals and the wider Microsoft ecosystem.

What is Core Support?
Core Support gives clients a clear, reliable route to help when something in their Microsoft solution stops working as expected. Through Cloud9’s dedicated support portal, email and telephone line, authorised users can raise break-fix issues and receive support from our experienced team, helping to keep their system stable, supported and running with confidence.
What is Enhanced Support?
Enhanced Support gives clients a flexible bank of time to use for system changes, optimisation, integrations, training, handover and minor amendments that sit outside Core Support. It is designed to help clients keep their Microsoft solution evolving in a structured way, without needing to seek separate budget approval for every small piece of work.

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