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Technical Support for Dynamics 365 Business Central

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Each customer of Business Central has a partner who assists with technical support. As a Business Central reselling partner, you are an administrator of your customers' Business Central tenants, and you are the first line of support. You will get requests for support from your customers that you must triage, investigate, and either resolve or escalate to Microsoft.

In this section, you can learn about the tools that are available to you to help you troubleshoot your customers' Business Central.

Configuring the support experience

Because you are the first line of support for your customers, you must make it easy for them to contact you. They can find your contact information in the Help and Support page.

Important

You must have set up users in your own tenant in Partner Center as either Admin agent or Helpdesk agent, and they must have delegated administration privileges in your customer's Business Central to support the customer. For more information, see Delegated Administrator Access to Business Central Online.

To supply your support contact information in the administration center

  1. In the Business Central administration center, choose the environment that you want to specify your contact details for, such as Production, and then, in the Support menu, choose Manage Support Contact.
  2. Fill in the Name, Email address, and the Website fields, so that your users know how to contact you for technical support.
  3. Optionally, choose the Apply to all environments checkbox if you want to add the same details to all related environments for this tenant.

Your customer can now contact you if they experience problems and need help. If you also cannot resolve a reported issue, escalate the issue to Microsoft. For more information, see Managing Technical Support.

On-premises deployments

In on-premises deployments of Business Central, the Help and Support page does not contain the section for contacting technical support. Instead, you can enter an agreement with your customer's administrator about how and when to contact you.

There are two other links in the Help and Support page that you can customize:

  • Blog

    Specifies a link to where your customers can access a blog about their solution

  • Coming soon

    Specifies a link to where your customers can access a roadmap for future changes

If you choose to not modify these settings, then the links go to Microsoft's blog and release notes.

For more information, see Configuring Business Central Web Server Instances.

Getting support for extension issues

As a partner, you must identify if the issue is caused by application logic or platform behavior:

  • If the issue is caused by application logic, you must identify the publisher of the extension.
  • If the extension is a per-tenant extension, as a partner, you must fix the issue.
  • If the extension is an AppSource extension, you must contact the AppSource partner that developed the extension.
  • If the extension is published by Microsoft, you must contact Microsoft support.

Troubleshooting and support

The Business Central administration center is your primary tool to support your customers. However, you can also sign in to the customer's Business Central as the delegated admin for troubleshooting.

For more information, see Managing Technical Support.

Monitor service health

Both as an internal admin and as a delegated admin, you can help users determine the cause of their problems in different ways before you have to escalate the issue to Microsoft Support. The starting point is the Business Central administration center where you can access telemetry for the tenant and check the status of already reported outages. For more information, see Managing Production and Sandbox Environments in the Admin Center.

The Microsoft 365 admin center provides an overview of service health across Microsoft services. Select Preferences to receive service health email notifications about incidents across Business Central, Microsoft 365, and other Microsoft services. For more information, see How to check service health. If you manage more than one tenant, see View service health for all accounts.

As a partner, use the Partner Center to get an overview of service health for each customer. For more information, see Check service health for a customer in the Partner Center content. You can also use APIs for automated service notifications for Azure Insights & Office 365 service communications.

Summary of where to file bugs and issues

As a partner, you have different support channels depending on what type of issue you want support for. The following list outlines the various channels.

Issue type Site
Submit support request on behalf of your Business Central online customers Start at the Business Central administration center where you can easily submit a support request in the Power Platform admin center. In the Business Central administration center, select the environment in which the issues has been found. Then, from the top menu, choose Support and New Support Request. This will redirect you to the Power Platform admin center where the request will be made.
Report bug in a preview or beta version The MS Collaborate site
Collaboration on the AL language and developer experience The AL Developer Preview GitHub repo
As an ISV, report an issue in production code, such as a problem with Microsoft's application, upgrade, or telemetry The Partner Center Support site - choose the Marketplace Offers category, and then choose the relevant category in the Problem type field, such as Dynamics 365 Business Central Development > Core Application issues. You'll be asked to check resources and then to provide issue details.
Report bug in supported in-market versions of Business Central on-premises The Support for business site

Important

To submit support requests on behalf of your customer, you must be a delegated admin on the customer tenant. Your company must also have the Advanced or Premier support plan. For more information, see the Escalating support issues to Microsoft section.

Tip

When you submit your first support ticket as a partner, you must specify details about your company's support plan. If you or your colleagues do not know these details, contact your Microsoft rep.

On occasion, as a partner, you will run into questions that are not directly related to the product. The following list outlines how to get answers to those questions.

For questions related to Contact
Problems with listing or publishing apps to AppSource due to Commercial Marketplace issues The Partner Center Support site - choose the Marketplace offers category, and then choose the relevant category in the Problem type field, such as Availability > Dynamics 365 Business Central offer.
Licensing or PSBC agreements Email MBS Orders or MBS Agreements, respectively
Microsoft Partner Network, Partner Center, Cloud Solution Provider program The Partner Center Support site
Payments, credit terms, checks, wire, or similar Email MBS Accounting
Technical issues with PSBC, PartnerSource, or Order Central Email IT MBS Support
Incentives Email CSA Team
Cloud Solution Provider incentives Email Online Channel Incentives Support
CSA/Ocina escalations Email NAOC Channel Incentives Escalations
Volume licensing The Call Logging Tool site or email Online Licensing

See Also

Inspecting and Troubleshooting Pages
The Business Central Administration Center
Managing Technical Support
Deployment Overview
Administration of Business Central Online
Administration of Business Central On-Premises
Provide technical support (Microsoft Partner Center)
Providing support to your customers (Microsoft Partner Center)