Getting started

Submitting a support ticket

Support tickets cover issue resolution, service requests, and scheduled changes.

Here is how to open one.

  • ERP Clients

    Log in to the ERP support portal.
    Click "Sign In," then open a new case or view an existing one.

  • Cloud Clients

    You have three options: submit through the Cloud portal using your existing credentials, call 866-326-8866, or email cloudsupport@enavate.com with your name, contact info, and issue details. Include screenshots if available.

  • Critical System Outage?

    Cloud clients: call 866-326-8866 immediately. Phone is the only way to file a Critical-priority ticket.

Support Ticket

What each priority level means

Use this guide when submitting a ticket. The Cloud team reserves the right to adjust priority based on actual impact and urgency.

  • Critical

    Environment down or inaccessible to all users. Also covers immediate removal of user access due to termination.

  • High

    One site has lost access but other sites are functioning. Application performance has degraded but users can still connect. File restores where the missing data is impacting business operations.

  • Moderate

    Performance degraded for a single user. Single user lost access. Firewall port requests.

  • Low

    Password resets. Printing issues. New user account creation.

  • Planning

    Issues that require a planned maintenance window. Application installation requests.

Need to talk to your account team?

Your Account Manager (ERP) or Service Delivery Manager (Cloud) is your advocate for anything beyond a single support ticket. Reach out to discuss your services, plan upcoming changes, or request a system review.

ERP Clients

Find your AM by logging into the portal or asking any support representative.

Cloud Clients

Your SDM is assigned at onboarding. Contact the Cloud service desk if you need to confirm who yours is.

Frequently asked questions

Common questions about support portals, hours, and escalation.

ERP Support FAQs
What ERP support options are available?

We offer two primary support models:

  • Per-Incident Support – pay as you go for individual issues
  • Enhanced Membership Plans – subscription-based support with additional services and faster response times

Both options are available for Dynamics GP and SL or NAV and Business Central environments.

What is the difference between Per-Incident and Membership Plans?
  • Per-Incident Support is billed as needed, with no long-term commitment.
  • Membership Plans (Copper, Silver, Gold, Platinum) provide predictable monthly billing, faster response times, and access to additional services like training, reporting, and proactive support.
Can I submit unlimited support tickets?

Yes. You can submit unlimited incidents across all plans. However, each incident has a maximum hour cap before additional time is billed at a time-and-materials rate.

How does ticket tracking work?

All plans include 24/7 portal access to submit, monitor, and manage support tickets

How quickly will my issue be addressed?

Response times depend on the plan. [Link to times above] Response times are based on business hours for break/fix support.

Do I get a dedicated point of contact?

Yes, higher-tier plans include a Service Delivery Manager:

  • Gold: Annual check-ins
  • Platinum: Quarterly or monthly engagement depending on plan

For non-support issues, you can reach out to your Enavate Account Manager, Relationship Manager or Contact Person.

What additional services are included in membership plans?

Depending on the plan, membership may include:

  • New user setup and security configuration
  • New user onboarding and orientation training
  • ISV (third-party solution) support
  • Sandbox environment setup
  • Learning resources and webinars
  • Live training sessions
  • Reporting and assessments
  • Annual system reviews
Do membership plans include training?

Yes. Depending on the plan, you may receive:

  • New user onboarding training (up to 4 hours)
  • Live training sessions (up to 8 hours on core modules)
  • Access to ongoing learning resources and webinars regardless of plan
Do membership plans include reporting or assessments?

Some plans include:

  • Custom reports (e.g., Jet or Power BI)
  • Annual remote assessments with findings and recommendations
Is support available for ISVs and custom environments?

Yes. Membership plans can include:

  • Support for preferred ISV solutions
  • Assistance with environment and sandbox setup
How is Per-Incident support billed?

GP and SL Per-Incident support is:

  • $350 minimum for the first hour
  • $350/hour billed in 15-minute increments after the first hour

Business Central per-incident support follows a similar model:

  • $350/hour with a one-hour minimum
What are the pricing ranges for membership plans?

Membership plans are billed monthly and vary by level:

GP & SL Plans (examples):

  • Copper: starting at $450/month
  • Silver: $1,080/month
  • Gold: $1,665/month
  • Platinum: $2,500/month

Business Central / NAV Plans (examples):

  • Copper: $550/month
  • Silver: $800/month
  • Gold: $2,000/month
  • Platinum: $3,300/month
Are there discounts on additional work?

Yes. Membership plans include discounted hourly rates for work outside the included scope.

What are the contract terms?
  • Per-Incident: No term or commitment
  • Membership Plans: Typically 12-month agreements
How do I know which plan is right for me?

It depends on the level of support you need:

  • Per-Incident – best for occasional support
  • Copper/Silver – good for reactive support with predictable costs
  • Gold/Platinum – ideal for organizations needing faster response times, proactive services, and ongoing optimization
Can I upgrade my support plan later?

Yes, you can adjust as your support needs evolve.

What makes Enavate’s ERP support different?

Enavate brings:

  • Deep experience across Dynamics GP, SL, NAV and Business Central
  • Access to a team with extensive Microsoft expertise
  • A combination of reactive support and proactive optimization

Ultimately, the goal is not just to resolve issues but to help your ERP system run more effectively over time.

Cloud Support FAQs
What is Enavate Cloud Support used for?

Cloud support is designed to help you:

  • Resolve technical issues
  • Request services
  • Schedule changes to your cloud environment
How do I submit a support ticket?

You can submit a support request in multiple ways:

  • Submit a ticket directly through the portal
  • Email your issue with contact details and supporting information (such as screenshots)

If a ticket is submitted via email, it is automatically set to a low priority.[enavate.com]

Is cloud support available 24/7?

Yes, support is available:

  • 24x7x365 for critical system-down issues
  • During standard business hours (8 a.m. – 5 p.m. ET, Monday–Friday) for general requests

For critical issues, you can also call support directly.

How are support tickets prioritized?

Tickets are prioritized based on:

  • Complexity
  • Urgency
  • Business impact

The cloud team may adjust priority levels as needed to ensure the most critical issues are addressed first.

How long will it take to resolve my issue?

Resolution times vary depending on:

  • Complexity of the issue
  • Urgency and priority
  • Scope of the request

Timeframes provided are averages and some tickets may be resolved faster or take longer depending on the situation.

Why choose Enavate for cloud support?

As your cloud partner, Enavate is focused on:

  • Supporting your environment
  • Helping resolve issues quickly
  • Ensuring a consistent and positive service experience

Still have questions?

Reach out and we will connect you with the right team.

Contact us