NAV / Business Central Support — SLA Builder Start with environment scale. Then choose Retainer and/or L1–L4 lanes.

1) Tell us the scale of your environment

Inputs adjust the indicative estimate and help set realistic SLAs. Company count is weighted by how similar/different the companies are.

UK
Europe
Middle East
India
APAC
US East
US West

2) Retainer option (covers L2–L4)

A retainer is for customers who want predictable access to an engineer for incidents and change work. Selecting a retainer applies to L2–L4. L1 remains optional.

R All

Retainer — Access & Priority (covers L2–L4)

Priority queue position and predictable availability for higher-level work. Best when you regularly need incident investigation, development changes, or governance/roadmap support and want faster engagement than ad-hoc support.

If selected, L2–L4 lanes become “covered” by the retainer.
Applies to: incident investigation, dev engagement, and governance actions under retainer.

3) Choose your support lanes

If the retainer is selected, L2–L4 are treated as covered by the retainer (lane toggles stay visible for clarity).

L1 Ops

Level 1 — Service Desk & Triage

First line handling for “how-to”, user issues, posting errors with known workarounds, basic permissions and setup checks, ticket hygiene, and escalation packs (repro steps, screenshots, sample data) for L2/L3.

Recommended for higher user counts to protect L2 from volume.
Includes: triage + next action. Excludes: new development/change requests.
L2 Inc

Level 2 — Application Support (Functional/Technical)

Incident investigation beyond L1: deeper NAV/BC functional troubleshooting, data fixes, configuration changes, liaison with key users, and vendor/ISV coordination where appropriate.

If Retainer is selected, L2 is covered by Retainer response target.
When Retainer is selected, these targets are informational (L2 is “covered”).
L3 Dev

Level 3 — Development & Changes

New features, enhancements, integrations, reports, and code-level fixes. Requires a minimum spec pack (goal, scope, acceptance criteria, test scenarios). Work is scheduled; “start now” requests are Emergency Change.

If Retainer is selected, L3 engagement is covered (change work still billed hourly unless bundled).
Cadence = typical cycle time target for planned work (not incident response).
L4 Gov

Level 4 — Proactive Governance & Roadmap

Prevents “everything is urgent”: demand shaping, backlog triage, architectural guidance, quarterly planning, release governance, vendor management, and making specs/test packs good enough that dev is not guesswork.

If Retainer is selected, L4 is covered by Retainer response target.
Cadence sets rhythm; engagement/priority is governed by Retainer response target if selected.

SLA snapshot

Retainer (if selected) sets the engagement response target for L2–L4. L1 remains separate.

Boundary conditions: L1/L2 do not include new development; L3 requires a spec pack; “start now” development is Emergency Change.

Indicative estimate

£—ex VAT • scaled to your inputs

Configuration summary

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