Supporting Business Central and its connected applications

A consumer beauty products group operating across the UK and France, with Business Central supporting finance and supply chain operations.

After rollout, finance and supply chain teams needed steady Business Central support, reliable incident resolution and controlled improvements to extensions and access.

• Established steady-state Business Central application support and tracked incident resolution through monthly service reviews.
• Investigated incidents across applications and finance processes, with shared ownership of tickets and escalations.
• Consolidated finance permissions and deployed two phases of extension optimisation, removing unused objects and code and improving API logging.

• Resolved 27 Business Central incidents in October 2026, with a 93% closure rate under the review’s definition.
• Resolved 60% of incidents on the first day and 93% in the first week. Average time to resolution was 2.19 days.
• Recorded no major or recurring Business Central incidents that month.

Business Central service measures for October 2026. Closure rate is resolved incidents divided by open plus resolved incidents.