Tiered SLAs · Self-service partner portal · Continuous upgrades · The same consultants who built your solution — Microsoft Solutions Partner support across UAE, KSA, India and USA.
Live Microsoft Dynamics tenants Novasoft supports across four delivery centres — six industry contexts, one Care desk.
Novasoft frames Novacare as a Support Engagement rather than a helpdesk subscription — the same partner-credentialed team that builds your Dynamics 365 rollout owns the four pillars after go-live, with a quarterly cadence and a named lead who is on every call. The model is published as the 360° Support Engagement in Novasoft's official launch (watch below).
Four pillars, one engagement: Comprehensive Support (P1–P4 incident desk with a 1-hour P1 first response, 24/7), Change Management (release, hotfix, tenant-move runbook with a written Change Request impact assessment inside 5 business days), Training Services (key-user, admin, end-user) and Advisory Hours (LS Central and Business Central consulting drawn from the same support bank). Coverage spans every product — Business Central, Finance & Operations, LS Central, Sales, Customer Service, Field Service — plus the wider Microsoft stack: Power Platform, Microsoft Copilot, Azure and Microsoft 365. Standard hours Sun–Thu 9am–6pm GST+4; P1 cover is 24/7. Delivered by an active Microsoft Solutions Partner — Business Applications across UAE, KSA, India and the USA.
Most managed-support engagements stall on tenant access, SLA wording and named-lead identification. Novacare collapses all three into a 48-hour activation runbook owned by the same Solutions Partner team that built the rollout.
60-minute call. Tenant inventory captured. Care tier picked. Named accountable resourcing lead introduced.
P1–P4 SLA ladder agreed in writing. Scope and exclusions locked. Escalation matrix shared with named L1 / L2 / L3 contacts.
Tenant access wired. NOVACARE portal access provisioned. First ticket raisable inside the portal — SLA clock starts on submission.
Same named lead, end-to-end. Release-wave readiness across Business Central, F&O, Fabric and Copilot. Documented runbook for every change before it touches production.
Every Novacare engagement is signed against the same priority-and-response matrix. Initial response and target resolution are committed in writing on day one and tracked per ticket inside the NOVACARE portal.
| Priority | What it covers | Initial response | Target resolution |
|---|---|---|---|
| P1 · Critical | Trading down. POS unable to transact, Business Central / LS Central completely non-functional, store-replication broken across the estate. | 1 hour | 4 hours |
| P2 · High | Significant functional issue affecting multiple stores, cashiers or transaction types. No workaround available. | 2 business hours | 1 business day |
| P3 · Medium | Functional issue at a single location with a workaround available. Report discrepancy, pricing error, limited-scope problem. | 4 business hours | 3 business days |
| P4 · Low | Minor query, user question, configuration advice, training question or small enhancement request within scope. | 1 business day | 5 business days |
Every Novacare contract publishes the escalation matrix on day one. Names + phone numbers + direct email — not a generic hotline.
Diagnoses the issue, applies the fix or workaround, records the hours, closes the ticket. Trigger: every ticket starts here.
Reviews any ticket that breaches SLA or that the customer flags as unresolved. Allocates a second consultant if needed. Returns a revised resolution plan and timeline. Trigger: SLA breach or customer dissatisfaction at L1.
Direct line to the named Novasoft director on the contract. Owns commercial and contractual exceptions, root-cause review, and final escalation into LS Retail or Microsoft when the root cause is a product defect. Trigger: unresolved at L2 or commercial dispute.
NOVACARE is Novasoft's dedicated customer-support portal. Every Novacare engagement gets a tenant on it from day one — the same place your team logs new tickets, watches live status, sees the consultant assigned and reviews the resolution history.
Novacare 360° runs out of four Novasoft delivery centres — UAE, Saudi Arabia, India and the USA — rotating ticket ownership across the working day. SEV1 tickets raised at 02:00 local are picked up by the next centre in rotation, not held until 09:00. The named Care lead is the same person; the after-hours engineer is whoever's awake on the rota.
The honest answer to "why not just buy break-fix support" is: ownership across the version line. The same Solutions Partner team that built the rollout sees the next Microsoft wave coming, runs the regression suite, ships the hotfix and closes the ticket — without an inter-vendor handover. Every Novacare tenant gets one named accountable resourcing lead from activation through quarterly review.
Four things make this real, not just a marketing claim: every ticket lives in the NOVACARE Support Portal with a documented audit trail; the P1–P4 SLA matrix is signed on day one and unchanged for the contract year; a 3-level escalation path is published with named contacts; and a release-readiness runbook covers every Microsoft wave for BC, F&O, Fabric and Copilot.
Edited excerpts from Novasoft customer references published on the homepage and partner directories. Every reference is contactable on request during the scoping call.
We were struggling for years to get our ERP implemented. The Novasoft team picked it up remotely and we were live inside the quarter — they stayed on through Novacare for the year after, which is what made it stick.
We are happy with their project management and consultancy approach. Tickets close, releases ship, and the same lead is on the call every quarter. That continuity is what we couldn't get from a break-fix vendor.
With Novasoft on Dynamics 365 implementation and Novacare for the run-phase, our lead times came down and the AP team finally stopped reposting invoices. The release-wave readiness work means we are never surprised by an update.
From the Novasoft Global channel — the launch film that introduces Novacare's four pillars: Comprehensive Support, Change Management, Training Services and Advisory Services. The same SLA, named lead and runbook described above, captured as a 60-second walkthrough.
Every product below has a dedicated Novasoft practice page — the Novacare lead is the same person who builds the rollout, with a documented release-readiness cadence on every Microsoft wave.
Adoption, license utilisation, grounding-source health and RAG tuning for each Co-Pilot product is included in Plus and Enterprise advisory hours.
The same partner-credentialed Novasoft team that builds the implementation owns the Novacare desk — no inter-vendor escalation handover when SEV1 hits.
Business applicationsFor LS Central retail tenants, Novacare SEV1 escalates straight into the LS Retail Diamond Partner chain — verifiable on the LS Retail partner directory.
LS Retail practiceSame accountable Novasoft first-line consultant from activation onward. Escalation goes via L2 Support Manager and L3 Delivery Director — all named in the contract, all reachable directly.
See escalation pathFive recent additions to the Novacare program — every Care plan now includes the four pillars (Support, Change, Training, Advisory) with a release-readiness cadence tied to the Microsoft wave calendar.
Copilot adoption advisory drawn from your Novacare advisory hours — license utilisation, grounding-source health, RAG tuning and per-cohort adoption recommendations.
AI advisoryMonthly Lakehouse refresh integrity, semantic model drift detection and Direct Lake performance review for every Novacare tenant with Fabric workloads. F-SKU sizing recommendation included.
Insights practiceA documented runbook for every Microsoft Dynamics release wave — Business Central, F&O, Fabric, Copilot. Regression suite, AppSource update certification, sandbox-then-prod cadence. Zero-surprise upgrades from the Novacare desk.
Activation timelinePre-baked Novacare training allowance — key-user, admin, end-user — delivered live or recorded. Updated against each Microsoft wave so the content never lags the platform.
NOVACARE portalP1 tickets (trading-down scenarios — POS unable to transact, replication broken) get a 1-hour first response, 24 / 7. Raised via NOVACARE portal, email, Microsoft Teams or WhatsApp.
See SLA matrixManaged support fails when the support partner is a different company from the implementation partner — the SEV1 ticket bounces through a vendor chain, the rollout team has moved on and the engineer answering the page has never opened your codebase. Novacare is the same team after go-live as it was before; the SLA just tells you what we already do.
Novasoft Leadership · 20 years in Microsoft Dynamics
Free 60-minute Novacare scoping call with a Novasoft lead — UAE, KSA, USA, India or remote. We assess your tenant, agree the SLA, name the lead and ship the activation runbook. Care desk live within 48 hours of signed engagement.
Send us your details and a Novacare lead will be in touch within one business day to schedule a 60-minute scoping call against your tenant.
Prefer email? contact@novasoft.global · contact page
Fill in your details and we'll be in touch within one business day.
Novacare 360° is Novasoft's managed support program for Microsoft Dynamics. It bundles four pillars under one SLA — Comprehensive Support (helpdesk, incident, SEV1–4), Change Management (releases, hotfixes, tenant moves), Training Services (key-user, admin, end-user) and Advisory Hours (roadmap, license rationalisation, AI-readiness). Available across UAE, Saudi Arabia, India and the USA with a 4-hour SEV1 SLA on the Plus tier.
Typical activation is 24–48 hours from signed engagement. Day 0 is a one-hour scoping call; Day 1 the SLA, named lead and runbook are agreed; Day 2 the Novacare team has tenant access, monitoring is hooked and the first SEV ticket can be raised. For Enterprise tier the named Technical Account Manager is introduced on Day 1.
Covered: LS Central POS and transactions, pricing and promotions, Data Director store replication, inventory and stock, back-office retail, standard reports, existing AL extensions, and POS hardware software configuration. Excluded (handled via Change Request): new modules or integrations, hardware / infrastructure / network, Microsoft or LS Retail licensing procurement, third-party software not in scope, user-training programmes, data migration, third-party customisations not previously reviewed by Novasoft, and LS Retail hotfix or service-pack implementation. Any out-of-scope request returns an impact assessment and quote within 5 business days.
Novacare covers the full Microsoft Dynamics 365 portfolio — Business Central, Finance & Operations, LS Central, Sales, Customer Service, Field Service — and the wider Microsoft stack: Power Platform, Copilot, Microsoft Fabric, Azure and Microsoft 365. The same Novasoft Microsoft Solutions Partner — Business Applications team that builds the implementation also owns the support.
P1 covers trading-down scenarios — POS unable to transact, LS Central completely non-functional, store-replication broken across the estate. Initial response is 1 hour, 24 / 7. Target resolution is 4 hours. P2 (high): 2 business hours / 1 business day. P3 (medium, single-store with workaround): 4 business hours / 3 business days. P4 (low, in-scope queries and small enhancements): 1 business day / 5 business days. Standard hours: Sunday–Thursday 9 AM–6 PM GST+4. See the full SLA matrix above.
Novacare is 360° by design — incident support is one of four pillars, not the whole product. Every plan includes monthly advisory hours (roadmap, license, optimisation, AI-readiness), a quarterly Microsoft release review (BC, F&O, Fabric, Copilot waves) and a training services allowance for key-user and admin onboarding. The Enterprise tier adds an annual AI-prep audit.
Last reviewed May 2026.
