An employee-owned electrical contractor keeps its systems running at a fixed fee

Several hundred of the firm’s people work in Dynamics 365 Sales

The company is an employee-owned electrical contractor and engineering firm in the Midwest. Several hundred of its people work in Dynamics 365 Sales, and Power Automate↗ integrations handle some of its more complex business requirements.

At that scale, licenses are a recurring cost. The count has to stay right as the firm grows.

In 2025 its leaders put licensing and support with one team

The firm brought in Ludia Care, Ludia’s managed services, for its Dynamics 365 licenses and support. The licenses get proactive audits and maintenance, which keeps their cost under control as the firm scales.

Its people get help with troubleshooting, small configuration changes, and Power Automate integrations. A designated account owner looks after the firm. Response times follow each issue’s priority, to keep downtime short.

In 2026 the firm’s leaders chose a fixed fee and a four-hour response

A year later, the firm’s leaders widened the relationship into a fixed-fee managed services agreement for Dynamics 365. It built on the licensing work and on a strong working relationship at the leadership level.

One service agreement now covers configuration, reporting, Power Platform support, and triage. It sets structured service levels, including a four-hour response on priority-one issues.

Users get a fast answer, and leaders get a report every month

When something stops working, the support team triages it and responds by priority. A priority-one issue gets a response within four hours.

Each month, the firm’s leaders get a report from their designated account owner. That gives the executive team a regular view of support.

Keeping Dynamics 365 running is now a cost the firm can budget

The fixed fee gives the firm’s finance team a known cost for support. The license audits keep the other recurring cost, the licenses themselves, in check. Leaders can plan for both.

The work follows Microsoft FastTrack↗ practices, Microsoft’s own standard for Dynamics 365.

Ludia’s part: Ludia Care, Ludia’s managed services. A designated account owner and a senior support team handle configuration, reporting, Power Platform support, triage, and license audits, following Microsoft FastTrack practices.

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For your IT team: what the agreement covers

Licensing covers the firm’s Dynamics 365 Sales licenses, with proactive audits and maintenance. Support covers troubleshooting, minor configuration, reporting, Power Platform support including Power Automate integrations, and triage, with service levels set by priority and a four-hour response on priority-one issues. A designated account owner sends a monthly report, and the work follows Microsoft FastTrack practices.