Support — Infivex

Ongoing support

Dependable service, long-term commitment

Go-live is the point at which a system starts earning its keep — and the point at which most of its real questions appear.

New people join and need to be shown how a process works. A supplier changes the way it sends its invoices. A new product line does not fit the existing item structure. A month-end report needs one more column. None of these is a crisis, but collectively they decide whether your system stays useful or slowly drifts back into spreadsheets.

Our support service exists to absorb exactly that stream of small, unglamorous, business-critical work — and to escalate properly when something genuinely is urgent.

Five colleagues gathered around an open laptop in a bright office, smiling as they look at the screen together

What the service absorbs

The work that never appears on a project plan

Most of what a support agreement handles is not dramatic. It is the steady flow of questions and small changes that keeps a system aligned with a business that will not sit still.

Questions from users. How a process works, why a document behaved a certain way, what a setting does — answered by someone who knows your configuration.
Incidents. Something has stopped working and an invoice, a delivery or a payment run is waiting on it. These route straight to a specialist.
Small configuration changes. A new dimension, a new approval limit, a new user group, an extra field on a document layout.
Update management. Platform releases tracked, tested in a sandbox and scheduled around your operational calendar rather than dropped into month-end.
Compatibility of your extensions. Custom work we or others built is monitored against each new version, so nothing quietly breaks.

Ensuring efficient support

Three pillars of the service

Proactive maintenance, a structured intake process and fast routing to people who can actually solve the problem.

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Seamless updates and continuous improvement

Our team manages updates proactively rather than reacting when something breaks, and adapts your system as the business evolves — new entities, new workflows, new reporting needs.

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Structured ticketing system

Structured tracking logs every request and builds a shared knowledge base over time, so recurring questions get faster answers. Phone support is available when writing a ticket is not practical.

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Fast responses, effective resolutions

Immediate confirmation on submission, routing to the right specialist rather than a generalist first line, and real-time visibility of progress on your request.

Our commitment

“Every support request matters. We guarantee swift follow-up by the right experts to resolve your issue efficiently.”

No request is filed as too small to matter — because the small ones are what erode confidence in a system.

How a request travels

From submission to resolution

A predictable path, so you always know where a request stands without having to chase it.

Submission

Log the request through the ticketing system, or call when the situation warrants a voice. Either route lands in the same tracked queue.

Immediate confirmation

You receive confirmation that the request has been received and registered, so nothing depends on someone remembering an email.

Routing to the right specialist

Requests are directed to the consultant with the relevant expertise — finance, warehouse, production or development — rather than queuing behind a generic first line.

Resolution with visibility

Progress is visible in real time throughout, and the outcome is recorded so the answer is available the next time a similar question comes up.

Knowledge base growth

Each resolved request feeds the shared knowledge base, which is why the service gets faster the longer we work together.

Service Level Agreements

Support as an arrangement, not a favour

A Service Level Agreement sets out how requests are handled, what you can expect and how we stay accountable — which is what makes it possible to plan around.

Agreed handling for every request. Priorities and expectations are defined in advance, not negotiated in the middle of an incident.
Proactive update management. We track platform releases and prepare for them, rather than discovering an update on the morning it lands.
Continuity of people. Consultants who know your configuration, so you are not re-explaining your business on every call.
An advisory relationship. Support conversations regularly turn into improvement conversations — which is where our development service takes over.
Covers our own products too. SLinkHub and Finly are supported by the same team that builds them.

Talk about support All IT Solutions

What the service covers

Support model: SLA-backed
Ticketing system: Structured
Phone support: Available
Update management: Proactive
Shared knowledge base: Included

Business Central Dynamics NAV BC - On Premise Finance & Operations Power Platform

Questions

Support FAQ

Yes. We take on existing Dynamics environments regularly. We start with a review of the current configuration so that we understand what we are supporting before the agreement starts, rather than learning it one incident at a time.

Both. The ticketing system gives structured tracking and builds the shared knowledge base, but phone support is available when a conversation is simply faster than a written description. Calls are logged into the same queue so nothing falls outside the record.

Questions, incidents, small configuration adjustments and update management fall under support. Substantial new functionality is scoped separately — as development or development — so support capacity is not quietly consumed by project work.

Proactively. We monitor upcoming releases, notify you in advance and test in a sandbox environment before anything reaches production. The same approach we use for migrations and upgrades applies to routine updates.

Because it is what makes the service faster over time rather than merely consistent. Every resolved request records the answer against your configuration, so a similar question next quarter is looked up rather than investigated again — and that history stays with your account rather than with one individual.

Support that lasts longer than the project