Which platforms does Daxonet support?
Microsoft Dynamics 365 — Finance, Supply Chain, Business Central, Project Operations, Sales, Customer Service, Field Service, Marketing. AutoCount — Accounting, POS, HRMS, Cloud Accounting, OneSales, OneRewards. Arcstone MES — arc.lite and arc.ops. Power Platform — Power BI, Power Apps, Power Automate. Azure-native integrations and custom Power Platform extensions are in-scope. Legacy AX 2009 / 2012 / NAV are supported on a case-by-case basis through our migration team.
What does each SLA tier include?
Bronze (8x5, business hours): unlimited tickets, P1 response within 1 hour, monthly review. Gold (12x6, extended hours): all of Bronze + P1 response within 30 minutes + proactive monitoring + quarterly business review + 8 hours of enhancement work / month. Platinum (24x7, full coverage): all of Gold + P1 response within 15 minutes + dedicated principal engineer + monthly steering review + 16 hours of enhancement work / month + go-live support credits. Pricing scales with platform footprint and user count, not tier name.
What does 'first-line resolution rate exceeds 70%' actually mean?
More than 7 out of 10 tickets are resolved by the engineer who first picks them up — without escalation, without back-and-forth on environment access, without the ticket reverting to 'awaiting customer'. This is possible because our helpdesk engineers are the same people who implement these platforms; they know the customisations, the integrations, the historical decisions. Generic helpdesks bounce tickets between tiers because their first-line never has context.
Do you handle BAU enhancements alongside support?
Yes — Gold and Platinum tiers include monthly enhancement-work credits (8 hours / 16 hours). Use them for small configuration changes, report updates, dimension changes, security adjustments, training refreshes. Larger enhancements get scoped as separate engagements. We deliberately bundle enhancement credits to avoid the 'every change becomes a project' pattern that frustrates clients of generic support firms.
How does the helpdesk integrate with our existing tools?
Tickets land in your existing system if you have one (ServiceNow, Zendesk, Jira Service Management, Microsoft Teams) — Daxonet engineers work directly inside your tooling for ticket resolution, audit trail, and SLA tracking. If you don't have a service desk, we provide a Daxonet portal (Power Apps + SharePoint backed) at no extra cost. Email and WhatsApp are also accepted entry points; tickets are auto-created from each.
What about after-hours and emergency support?
Gold tier covers 12x6 (extended hours including Saturday morning Malaysian time). Platinum tier is full 24x7 with after-hours escalation to a dedicated on-call engineer. P1 emergencies (production down, audit blocker, e-Invoice submission failure) get priority response regardless of tier. We do not over-promise on coverage — if you genuinely need 24x7, Platinum is the honest answer; if you don't, Bronze is fine.
How long are typical engagements?
Most clients sign 12-month annual agreements with quarterly reviews. The relationship typically extends multi-year because the marginal cost of switching is high (knowledge of customisations, data, integrations). Quarterly business reviews are the formal off-ramp — clients can renegotiate scope, tier, or terms every quarter. Multi-year discounts are available for clients on Platinum tier.
Can you take over support from another partner?
Yes. Take-over engagements include a structured onboarding (typically 2-4 weeks): customisation inventory, integration map, ticket-history review, key-stakeholder interviews. We document the platform state explicitly so the support relationship doesn't depend on tribal knowledge that the previous partner is taking with them. We've taken over engagements from 6 different Malaysian and offshore partners over the past 5 years.
What's the difference between support and Managed Services?
Managed Services is the umbrella; Application Support is the most-used component. Managed Services also includes Training (end-user and admin), Health Checks (annual), Roadmap Reviews (quarterly), and Strategic Account Management (Platinum tier). Most clients start with Application Support and expand as the relationship matures.
