Dynamics 365 Live, but User Adoption Is Poor? Get Structured Post-Go-Live Support.

Terracez's Enterprise Success Office helps organisations in the UAE and Saudi Arabia address Dynamics 365 issues after go-live, including poor user adoption, training gaps and operational disruption. Explore role-based user enablement, functional and technical support, incident management, service governance and ongoing optimisation. Support scope, escalation and service levels are agreed for each engagement.

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The Dynamics 365 Post-Go-Live Problem

A system that goes live but is not adopted has not delivered transformation. It has delivered infrastructure. The work of transformation continues after Go-Live, not before it.

If Dynamics 365 is technically live but employees still rely on spreadsheets, workarounds or repeated support tickets, the problem may be adoption rather than configuration alone. Start by identifying which roles and business processes are affected, where training is insufficient, who owns each process and how progress will be measured. Terracez's Enterprise Success Office combines user enablement and ongoing optimisation with functional and technical support, incident escalation and service governance. Ask Terracez to discuss a suitable adoption and support approach; the exact training scope, support hours and service levels are agreed with each customer.

What Is the Enterprise Success Office?

Terracez's Enterprise Success Office (ESO) supports Dynamics 365 environments after go-live through structured incident handling, technical and functional support, user enablement, enhancement planning and service governance. Each customer receives a named Single Point of Contact and access to a support portal linked to Terracez's Dynamics 365 Customer Service system.

It is not a helpdesk. It is not a break-fix support contract. It is a transformation continuity service designed to ensure that the business outcomes agreed at the start of the programme are actually delivered.

The ESO operates across three interconnected disciplines:

Enterprise Success Office

Vision. Strategy. Assess. Align. Design. Execute. Govern. Measure. Optimise. Transform Again.

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ESO can support user-adoption review and targeted training or change-management actions where these activities are included in the agreed engagement. The review approach and reporting frequency are defined with the customer.

User adoption monitoring by function, role, and process area
Executive adoption reporting for leadership visibility
Targeted adoption interventions for low-adoption areas
Change management support for process updates and new capability releases
Training refresh and capability building for new users and role changes

The ESO manages the ongoing enhancement roadmap for the Dynamics 365 environment. Business requirements evolve. Platform capabilities improve. The ESO ensures the organisation captures value from both.

Enhancement backlog management and prioritisation
Microsoft release wave assessment and feature adoption planning
Process improvement identification and implementation
Configuration changes aligned to operating model evolution
Integration and data quality monitoring

The ESO provides executive-level visibility into the health of the transformation, not just the health of the system.

Executive transformation-health reporting where separately agreed
KPI performance tracking against the agreed Business Success Framework
Governance of the ongoing Dynamics 365 transformation programme
Escalation management for cross-functional issues
Strategic advisory on platform evolution and roadmap decisions

Post-Implementation Dynamics 365 Support Services

Post-go-live support begins with an environment and open-issue assessment, followed by ticket intake and severity-based escalation, agreed enhancement priorities, release readiness and role-based training. Terracez provides Arabic and English technical support, training and change-management assistance.

Custom app integrations and development

Obtain Product enhancement, module implementation, and IT infrastructure advisory around D365 & .NET framework.

Onsite/offshore resource outsourcing

Terracez can provide agreed onsite or offshore Dynamics 365 functional and technical expertise, with specific applications and staffing arrangements defined in the customer engagement.

System performance audits and optimization

We offer bespoke development and third-party platform integrations to help your business adapt to enhanced functional capabilities.

How Post-Implementation Support Works

Support onboarding begins with an assessment of the Dynamics 365 environment, open incidents, integrations and customisations. Customers raise incidents and service requests through a portal connected to Terracez's Dynamics 365 Customer Service environment, with a named SPOC coordinating triage, resource allocation and escalation. Enhancement priorities, release readiness, user training and optimisation are reviewed as part of the agreed engagement.

Support Availability and Incident Escalation

Saudi Arabia: Sunday–Thursday, 8:00 am–5:00 pm. UAE: Monday–Friday, 8:00 am–5:00 pm. Urgent and critical support outside these hours, including weekends, can be arranged on client request. Support is not universally available 24/7. Customers use their support portal and named SPOC; escalation arrangements and priority coverage depend on the agreed contract. Request the applicable support schedule and SLA.

Service Levels and Incident Priorities

P1 Critical — first response up to 2 hours; interim solution up to 10 hours; permanent resolution 3 working days. P2 High — 4 hours; 2 working days; 5 working days. P3 Medium — 8 hours; 3 working days; 7 working days. P4 Low — 10 hours; 5 working days; 10 working days. These are contract-dependent targets; the SLA must define the measurement clock, ticket severity, dependencies and exclusions.

Switching Dynamics 365 Support Partners? Start With a Transition Assessment

Unhappy with your current Dynamics 365 support partner, or managing an unstable go-live? Terracez can assess open incidents, integrations, customisations, business priorities and support arrangements, then recommend a practical transition or stabilisation approach. The assessment helps define responsibilities, escalation routes and next steps before a support engagement is agreed. Timing, scope and service levels depend on your environment and contract.

Alignyx: The Intelligence Engine Behind the ESO

The Enterprise Success Office is powered by the Alignyx platform.

Alignyx can support transformation-health analysis and management reporting where the platform is included in the agreed engagement scope.

Unlike manual post-Go-Live reviews, Alignyx surfaces risks early and gives leadership clear evidence of whether the Dynamics 365 investment is delivering the intended business outcomes.

What Alignyx monitors in the ESO context:

Where Alignyx is included in an engagement, its dashboards can support leadership reviews of transformation health and agreed business measures.

User Adoption

User-adoption indicators can be reviewed by function, role and process area when agreed in the support scope.

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Executive Adoption

Whether leadership is using system-generated intelligence to make decisions, or reverting to offline methods.

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Process Compliance

Whether agreed business processes are being followed in the system, or being bypassed.

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Stakeholder Alignment

Whether business ownership and governance accountability are being maintained post-Go-Live.

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Whether master data and transactional data quality is being sustained or deteriorating.

Data Quality

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Benefits Realisation

Whether the KPIs agreed in the Business Success Framework are being achieved.

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Transformation Health Score

An aggregated signal across all domains, giving executive leadership a single view of programme health.

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Stakeholder Alignment in the Post- Dynamics 365 Go-Live Period

The most common reason transformation value is lost after Go-Live is not technical. It is organisational. Business leaders gradually disengage, process ownership weakens, and active project governance becomes dormant.

Terracez can review stakeholder alignment and recommend structured governance interventions where this forms part of the agreed service scope.

Confirmed operational support governance includes:

Weekly SPOC Stand-Up Calls

Weekly operational stand-up calls with the named Single Point of Contact to review support needs and priorities.

Monthly Ticket Summary Reports

Monthly ticket summaries provide visibility into reported incidents, support activity and recurring issues.

Business Ownership Escalation

Escalation of business ownership gaps to executive leadership before they affect process compliance

Structured Re-Alignment Workshops

Structured re-alignment workshops where Alignyx identifies sustained misalignment across business functions

Annual Transformation Health Assessment

Annual transformation health assessment to confirm alignment to the original transformation intent — or update it where the business has evolved

Flexible Dynamics 365 Support Contracts

Terracez offers ticket-based and hourly-based Dynamics 365 support contracts. Pricing tiers are informed by user counts, customisations, estimated monthly tickets and transaction volumes. Scope, regional availability, escalation and service targets are agreed in the customer contract; pricing tiers do not imply a universal fixed package or 24/7 coverage.

Service Tier	Scope	Best For
ESO Foundation	Technical support, adoption monitoring, monthly reporting	Organisations requiring structured support post-Go-Live
ESO Standard	Foundation plus continuous improvement, enhancement management, quarterly executive review	Organisations with active improvement roadmaps
ESO Advanced	Standard plus executive governance, strategic advisory, Alignyx continuous monitoring	Complex multi-entity or multi-module environments requiring ongoing transformation governance

What the ESO Measures

Terracez uses weekly SPOC stand-ups and monthly ticket summary reports to help customers review incidents, recurring issues and improvement priorities. Additional adoption measurement, executive reporting or monitoring activities depend on the agreed engagement scope.

Metrics Tracked

User adoption rates by function and role

Process compliance across key business processes

System performance and availability

Data quality indicators

Metrics Tracked

Business KPI performance against agreed targets

Enhancement delivery velocity

Executive reporting quality and frequency

Transformation health score (via Alignyx)

We Cater To Multiple Industries

Manufacturing

Construction & EPC

Holding Companies & Diversified Groups

Government & Public Sector

Energy & Utilities

Distribution & Supply Chain

Food & Beverage

Real Estate Development

Explore Our Industry Solutions

Who This Is For

The Enterprise Success Office is designed for organisations in Saudi Arabia and the UAE seeking structured Dynamics 365 support, training, enhancement planning and operational governance.

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CEOs and Transformation Directors

leading enterprise ERP programmes

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CFOs and Finance Directors

driving finance transformation

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COOs and Operations Directors

transforming supply chain, manufacturing, or field operations

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CIOs

responsible for enterprise ERP strategy and delivery

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PMO Directors

managing complex, multi-workstream transformation programmes

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Organisations across GCC

implementing Dynamics 365 for the first time or replacing

What Our Clients Say

Trusted by brands across industries

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"Terracez helped us to achieve the business critical requirement of upgrading AX 2012 to D365 within our timelines. It was important for us to completely upgrade in 2 months which they achieved well before, where other MS partners told was not possible to do."

Kareem Jamal, GEMS

Business Application Head

"Terracez team is a great consultancy, which follows an agile approach to solve any kind of business issues. We are adding a lot of automation with their experienced and highly-skilled team in the manufacturing domain."

Zubair N. Kozhissery, Arnon KSA

Information Technology Head

"We wanted a partner to support in transitioning SATS’ processes to comply with the new regulation quickly. Terracez understood our business and helped us in enabling the process efficiency without compromising on compliance."

Mohammed Shareef, SATS

Finance Controller

Enterprise Success Office: Frequently Asked Questions

Related Dynamics 365 Support Guides

Practical guidance on service coverage, SLAs, escalation and post-go-live optimisation.

Post-Implementation Support Guide

Steps for assessing unstable implementations and planning recovery.

Dynamics 365 Go-Live Recovery Guide

Still have questions?

Email us directly

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What are Terracez's Dynamics 365 support hours in the UAE?

Standard support is Monday to Friday, 8:00 am–5:00 pm. Urgent and critical weekend coverage can be arranged on client request under the agreed support arrangement.

What are Terracez's Dynamics 365 support hours in Saudi Arabia?

Standard support is Sunday to Thursday, 8:00 am–5:00 pm. Urgent and critical weekend coverage can be arranged on client request under the agreed support arrangement.

Does Terracez provide 24/7 Dynamics 365 support?

No universal 24/7 entitlement is offered. Standard support follows regional business hours, with urgent and critical after-hours or weekend support arranged on request under the customer agreement.

What SLA targets does Terracez offer?

The first-response targets are up to 2 hours for P1, 4 hours for P2, 8 hours for P3 and 10 hours for P4. Interim-solution and permanent-resolution targets depend on priority and contract terms. The agreed SLA defines how the measurement clock operates.

Does Terracez provide a named support contact?

Yes. Every support customer receives a named Single Point of Contact and a ticket portal linked to Terracez's Dynamics 365 Customer Service environment.

What Dynamics 365 support contracts does Terracez offer?

Ticket-based and hourly-based support contracts are available. Pricing tiers can reflect user numbers, customisations, anticipated monthly tickets and transaction volumes.

Can Terracez support Arabic and English-speaking Dynamics 365 users?

Yes. Arabic and English are available for technical support, user training and change-management activities.

Can Terracez take over support for an existing Dynamics 365 environment?

Terracez can assess an existing environment and use its transformation framework to define a support transition, stabilisation, recovery or reimplementation strategy based on the customer's needs.

Is Your Organisation Realising the Full Value of Its Dynamics 365 Investment?

The Enterprise Success Office begins with an honest assessment of where value is being lost and what it would take to recover it.

Request a Dynamics 365 Support Assessment

Explore How Alignyx Powers the Enterprise Success Office

Discuss current Dynamics 365 support challenges with Terracez. We can review open issues, transition risks and practical next steps before proposing an appropriate support arrangement.