IN:SERVICE
An ERP system doesn't just run on its own. It is managed. By you.
IN:SERVICE is the SPH support offering for Microsoft Dynamics ERP environments across all generations, designed for situations where availability, response times, and clear responsibilities are critical. It is aimed at IT leaders who oversee ERP operations in day-to-day business and want to stay in control even as demands increase.
As long as your ERP system runs smoothly, the work of your IT team tends to go unnoticed. When it doesn't, all eyes are on you.
Incidents rarely come with advance warning. They typically occur during periods of high load, under intense time pressure, and often outside regular business hours. At the same time, short-term business requirements frequently need to be implemented quickly and deployed to production – directly affecting the stability of ongoing operations.
Unclear responsibilities, missing response times, or support that only steps in once a situation has already become critical, all add to the pressure on IT operations. The same applies to essential updates and releases that must be deployed regularly to keep systems technically up-to-date. Especially in industries with seasonal peaks, high transaction volumes, and tight time windows, speed becomes a true competitive advantage.
IN:SERVICE was developed for exactly these situations. It is designed for IT leaders who want not just to safeguard operations, but to manage them proactively, through clear structures rather than constant escalation.
IN:SERVICE is the support model for business-critical Dynamics ERP environments.
IN:SERVICE is not a traditional help desk. It is a clearly structured support model for Microsoft Dynamics AX and Dynamics 365, designed for environments where availability, response times, and transparency must be measurable.
Through binding SLAs, end-to-end ticket tracking, and direct access to experienced Microsoft specialists, we ensure the stable operation of your ERP landscape — both in day-to-day operations and during critical phases.
Our support team is based at SPH headquarters and operates primarily in German. This ensures clear communication, short coordination channels, and reliable responsibility in daily operations. English support is seamlessly provided whenever international environments are involved.
In addition, we bring decades of experience with the relevant processes in the corresponding market segments. We are familiar with industry-specific processes, dependencies, and special features from our daily operations – practical, hands-on, and tailored to mid-sized enterprises. This results in faster assessments, fewer queries, and well-founded, pragmatic decisions.
Maximum dynamics expertise
The stable operation of a Microsoft ERP landscape requires technically up-to-date systems. IN:SERVICE ensures the structured deployment of Microsoft updates and third-party releases. Controlled, tested, and without impacting ongoing operations. Our service offering includes support for the following Microsoft solutions:
- Microsoft Dynamics 365 Finance & Supply Chain Management (F&SCM)
- Microsoft Dynamics 365 Finance & Operations (F&O)
- Microsoft AX 4.0, AX 2009 und AX 2012
- Microsoft Dynamics 365 Business Central
Industry specific processes leave no room for delays.
The fashion, retail, and e-commerce industries place high demands on ERP systems. Seasonal peaks, sell-through phases, inventory counts, and releases directly impact day-to-day operations – often under significant time pressure and with limited room for correction.
Our support processes are specifically designed for these conditions. We are familiar with industry-specific workflows, dependencies, and well-known issue patterns from daily operations. This reduces follow-up questions, accelerates decision-making, and prevents escalations before they occur.
IN:SERVICE supports IT leaders in keeping ERP operations stable even during these phases – with support that understands the processes and does not need to learn them first.
Fashion
Textile
Footwear
Lifestyle
Sports
Retail
Mailorder
E-Commerce
Why IT leaders choose IN:SERVICE
IT leaders choose IN:SERVICE because they are responsible for stable operations. This applies not only to day-to-day business, but especially when systems come under pressure and decisions need to be made quickly.
IN:SERVICE establishes clear structures, measurable response times, and end-to-end transparency. This keeps ERP support manageable, reduces risk, and ensures reliable operations even in critical situations.
Guaranteed response times
Defined SLAs ensure that incidents are clearly prioritised and handled without delay – reliably and transparently.
Scalability during peak loads
Support services can be flexibly adapted to seasonal peaks, special phases, or increased system loads without placing additional strain on ongoing operations.
Direct access to specialists
Experienced and certified Dynamics experts are available without onboarding time. This reduces follow-up questions, accelerates issue resolution, and relieves internal teams.
Transparent costs
Clearly defined services at fixed, predictable rates starting at €1,800 per month. Transparent, traceable, and easy to manage within the IT budget.
IN:SERVICE service scope
IN:SERVICE is modular in design and follows a clearly defined framework. Base support covers stable operations in day-to-day operations. It can be selectively extended depending on the system landscape, workload, and specific operational phases. Short-term business requirements can also be implemented within this framework and safely deployed to production through defined and automated testing processes. This keeps changes controllable even under time pressure, without compromising the stability of ongoing operations.
For IT leaders, this means a reliable standard for daily operations and the ability to extend support services exactly where additional security or relief is required.
Service components
Base support: Ensuring daily operations with clear response times, defined responsibilities, and transparent communication.
Extensions: Targeted additions for special requirements, additional support hours, or extended services.
Peak services: Temporary support during periods of high workload, such as seasonal peaks, inventory counts, or releases.
The defined standard for stable day-to-day operations.
Service desk & response times
- Availability Monday to Friday, 8:00 a.m. to 6:00 p.m.
- Ticket creation via email, portal, or phone
- Prioritisation based on defined SLAs (P1–P4)
Incident management
- Analysis, classification, and initial resolution
- Escalation to Microsoft or ISVs
- Proactive notifications in case of critical developments
Communication & transparency
- Central point of contact with a dedicated team
- Regular status updates
- Monthly reporting including KPIs and SLAs
- Weekly check-in (optional)
Vendor coordination
- Coordination with Microsoft and ISVs
- Ticket handover and tracking
More flexibility for special requirements.
Extended hotline hours
- Early morning and late coverage
- Weekends and public holidays
- Optional 24/7 coverage
Release management
- Evaluation of new Microsoft releases
- Structured deployment of updates and releases for Microsoft systems and third-party solutions
- Go/no-go recommendations
- Test support and documentation
- Deployment outside regular operating hours
Training & enablement
- Key user training
- "What’s new" sessions
- Onboarding of new team members
Targeted support when IT operations are under pressure and stability is critical.
Seasonal peaks
- Temporary extension of support hours
- Additional support capacity during peak periods
Inventory counts & critical phases
- Accompanying support during inventory counts
- Fast response times during sensitive operational phases
Commerce & sales peaks
- Safeguarding online shops and connected systems
- Focus on availability and performance
How resilient is your current support model?
In a non-binding initial consultation, we jointly assess whether structure, response times, and responsibilities fit your operations and requirements. In a personal discussion, you will receive feedback from one of our experts within 24 hours on business days.
Non binding. Technical. On equal terms.
