Customer SUPPORT SERVICES AND SERVICE LEVELS

All Support Services are for the intended use of End Users in the Territory only.

Standard Business Hours – End User Only Support

As an End User of Westcoast Cloud, the standard technical break/fix support is provided at no additional cost to the Cloud Services.

Standard Business Hours for our support desk are defined as Monday-Friday 8am-6pm (excluding UK and Republic of Ireland Bank Holidays).

Methods for support contact are email, phone call or raised via the Westcoast Cloud Helpcentre (www.wchelpcentre.co.uk)

High priority break/fix support is 24×7, and initiated by phone call only.

The Reseller should act as the primary point of contact for all support and licensing queries for the End User.

Call Prioritisations

Calls for Cloud Services are prioritised in the following way:

PriorityIncident TypeMethods
High Priority (P1)Service Interruption affecting all End Users on a tenant(s). Business CriticalPhone call
Normal Priority (P2)Service Interruption affecting one or more End UsersPhone call, email, Westcoast Cloud Helpcentre
AdvisoryGeneral Education or How-to queryPhone call, email, Westcoast Cloud Helpcentre

Service Levels

The call priority will determine the service levels, as follows:

Priority

Our reasons

High Priority (P1)2 Hours
Normal Priority (P2)4 Hours
AdvisoryNext Business Day

As calls may be passed to a Third Party Provider to resolve, Westcoast is unable to guarantee a resolution time with our Service Levels.

Incident Escalation

  • Tier

    Escalation

    Trigger

    Tier 1Westcoast shall perform all initial troubleshooting (to the Reseller) in attempt to diagnose and resolve the issue or query.Westcoast believes that it has carried out all initial actions to resolve the issue and if the issue is still unresolved it will be escalated to Tier 2
    Tier 2Westcoast will carry a reassessment of the troubleshooting steps and provides guidance to attempt to diagnose and resolve the issue.Once satisfied that all necessary steps have been taken and the issue is still unresolved the issue will be escalated to Tier 3
    Tier 3Westcoast will engage the relevant Third Party Provider who will reassess and resolve the incident, including providing updates and timescales to previous Tiers until resolved. 

    Where, as per the definition, a High Priority (P1) incident a support call to the Tier 2 can be raised by a representative of the Tier 1. In this instance, the Tier 2 will act on behalf of the Tier 1 for this incident.

    Westcoast utilises remote connectivity software in order to investigate and resolve issues. Westcoast will not be liable for any issues as a result of using these products.

Incident Managed Process

Westcoast shall employ the following process to resolve Incidents in a timely and efficient manner, by following the Incident support Process below:

  1. Reseller notifies Westcoast support desk of the Incident by lodging an Incident Report by either telephone (upon which Westcoast support Desk representative will submit the appropriate form), through an online portal (http://www.wchelpcentre.co.uk) or emailing in the required format specified by Westcoast, in either case using such contact details as found on the Cloud Service Information Site from time to time.

2          Westcoast assigns the Incident a Ticket and notifies the Reseller of the Ticket number satisfying the Response Time requirement.

  1. Westcoast assesses the Incident and assigns it to an appropriate engineer for resolution.
  2. Engineer determines whether they have sufficient information to resolve the Incident.
  3. If the engineer does not have sufficient information to resolve the Incident, the engineer shall contact the Reseller and request more information.
  4. If the engineer assesses that they will not be able to resolve the Incident the engineer notifies the Reseller that the Incident is to be escalated.
  5. Incident is escalated to the next level of Support or Third Party support.
  6. Engineer works with Reseller and Third Party support to resolve the issue, coordinates meetings and communications with all parties for progress updates until resolution.
  7. Westcoast will request daily information unless an agreed update timeframe has been agreed. Where the Reseller or End User does not supply information required to progress the incident for 3 business days, the incident will be marked as resolved.
  8. The engineer resolves the Incident. Resolution progress is reported to the Reseller and the Reseller is notified upon Incident resolution.

11       The Reseller confirms to Westcoast that the Incident has been resolved. If Resolution is not confirmed by the Reseller the Incident is escalated to the next level of Support.

  1. If the Reseller does confirm that the Incident has been resolved. The incident can be re-opened for up to 5 days.
  2. The Ticket is permanently closed after the 5th day of resolution. A new incident will need to be created.
  3. A satisfaction survey is sent to the Reseller to complete.

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sirius payroll 365

Built by: DOGMA GROUP

https://www.siriusapp.co.uk/apps/

WHAT PROBLEM DOES THIS APP SOLVE

Sirius Payroll 365 consolidates HR and finance data, automating HMRC reporting, and generates payslips and P60s, streamlining payroll management. It ensures legal compliance, eliminates manual interventions, reduces errors, and provides real-time financial insights—for just £1 per employee per month.

KEY APP FEATURES

  • Unified payroll handling (employee salary, NI, pensions, deductions)
  • Automated HMRC reporting and tax code retrieval
  • Effortless payslip and P60 generation with email distribution
  • Comprehensive earnings and financial reporting
  • Seamless integration with Dynamics 365 Business Central and HR
  • Timesheet app integration for accurate billable hours
  • Hosted on Microsoft Azure for data security
  • Value add: Payroll Portal (Payslips)- Sirius Connect 365 (Optional)

WHY DOES IT STAND OUT

HMRC-recognised and Azure-hosted. Automates compliance and reporting and fully integrates in D365 Business Central—at just £1 employee/month.

POWERED BY:

Business Central

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Just Apply

Built by: FOCUS ON BUSINESS LTD

https://www.focusonbusiness.co.uk

WHAT PROBLEM DOES THIS APP SOLVE

It automates the process of receiving and posting vacancies to multiple job boards (including the Apprenticeship Service), capturing applicants and creating a talent pool. It also offers improvements in the shortlisting, interview and onboarding process plus employer engagement.

KEY APP FEATURES

Own branded Job Board, Integration with the Apprenticeship Service, LRS Integration, Posting to Multiple Job boards such as Indeed, Reed, Total Jobs etc. The system can manage Apprenticeship Recruitment, Course Applications, Skills Bootcamps, 6th Form Applications and events. All data integrated directly into the JustApply Power App (Dataverse), Full reporting suite, SMS send and receive functionality, Fully customisable.

WHY DOES IT STAND OUT

Saves customers significant sums by using automation. All data is created by potential learners and Employers.

POWERED BY:

Powerapps;Dynamics CRM;Power Automate;Own branded Job Board software

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focus on business

https://www.focusonbusiness.co.uk

Experts in CRM, Power Platform, SharePoint, Azure, and system integrations for efficient business solutions

solutions offered

ALL SECTORS

EDUCATION

ALL Software solutions

we specialise in

All, but specialise in Further Education

how can we help

Outsourcing. Managed Services, Cloud Migrations, Team Augmentation
SharePoint: Tailored solutions to streamline workflows, improve collaboration, and drive productivity.
Microsoft 365: Implementations to enable secure, remote work environments and enhance team productivity.
Power Platform/Dynamics 365: Development of custom low-code applications to automate business processes and improve agility.
Azure: Scalable cloud infrastructure designed to support business growth and innovation.
Power BI: Data visualization tools that deliver actionable insights and support informed decision-making.

what makes us different

We build powerful solutions within the Microsoft ecosystem that seamlessly integrate with external platforms to provide connected, end-to-end business systems

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SYNERGY TECHNOLOGY

https://www.synergytechnology.co.uk

Synergy Technology is a UK-Based Microsoft Partner Providing CRM and ERP Solutions for Business since 1997

solutions offered

logistics

manufacturing

dynamic 365

we specialise in

Logistics and Distribution, Warehousing, Manufacturing and Technology

how can we help

We offer a comprehensive suite of services, including:
 
Customer Relationship Management (CRM): Streamline your sales processes and improve customer engagement with our CRM solutions.
 
Enterprise Resource Planning (ERP): Manage your finances, operations, and customer relationships with ease using our ERP systems.
 
Accounting Solutions: Simplify your financial management with our robust accounting software.
 
Add-Ons and Integrations: We have an extensive range of applications, developed both in-house and by third parties, that we can use to enhance and improve applications.

what makes us different

We pride ourselves on our ability to understand your business processes, identify challenges, and recommend the best solutions to drive growth and efficiency.

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cloud 9 insight

https://cloud9insight.com

Specialist Dynamics 365 partner supporting SMBs with CRM and ERP

solutions offered

manufacturing

asset management

dynamic 365

we specialise in

Professional Services, Wealth and Asset Management, Membership, Manufacturing

HOW CAN WE HELP

Cloud9 Insight work exclusively with small and medium-sized businesses, helping them to grow profitably and by enhancing their customer experience through the power of CRM and ERP.
 
Cloud9 provide services for three customer personas:
Lite – fixed price, fixed outcome implementations across Sales, Marketing, Project Management and Finance.
Rescue – support and optimisation clients with failing Dynamics solutions
Strategic – traditional scope-led project including requirements gathering, tailored configuration, data migration, integration and training

what makes us different

Cloud9 USPs are: 1. A unique methodology “Inspirational Clarity” to improve customers experience and grow your business. 2. A fully UK based team, from pre-sales to delivery and support. No offshore. 3. Our post-project support offers unlimited ad-hoc training for all users to drive adoption and ROI

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kms software

https://kms-software.com

CRM and Power Platform specialists delivering solutions built on Dynamics 365, Power Apps, and Power BI.

solutions offered

construction

manufacturing

dynamic 365

we specialise in

Construction, Manufacturing, Not for Profit, Education/Training

how can we help

KMS delivers tailored CRM and Power Platform solutions for construction and manufacturing. Our flagship app, Project-CRM, is built on Dynamics 365 and helps businesses manage complex sales, stakeholders, and compliance.
 
As a certified Microsoft Biz Apps specialist, we offer solutions across Power Apps, Power BI, and Power Automate, including Inspections+, developed with Resco, for streamlined site inspections. We help modern work partners extend their value with sector-specific tools.

what makes us different

With deep industry knowledge and decades of CRM experience, we deliver cost-effective, feature-rich solutions tailored to each customer’s unique needs. We focus on adding real value, not complexity, ensuring every solution works the way our clients do.

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KMS Project-CRM

Built by: KMS SOFTWARE

https://kms-software.com

WHAT PROBLEM DOES THIS APP SOLVE

Project-CRM helps construction and manufacturing firms manage complex project pipelines involving multiple internal and external stakeholders. It replaces generic CRM setups with a project-centric approach—enabling better collaboration, clearer visibility, and more accurate forecasting across the full project lifecycle.

KEY APP FEATURES

Project pipeline tracking, Framework agreement management, External stakeholder linking (Project Links), Resourcing, Revenue forecasting, Microsoft 365 integrations, Power BI reporting, Document management, Key account management, Quotation handling

WHY DOES IT STAND OUT

Purpose-built CRM for project-focused businesses with tools tailored to stakeholder management, forecasting, and real project visibility.

POWERED BY:

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Supercell365

https://supercell365.co.uk

Supercell365, UK and Ireland Microsoft Dynamics 365 partner specialising in Business Central, CRM & Power Platform

solutions offered

construction

manufacturing

dynamic 365

we specialise in

Manufacturing, Distribution and Service based organisations. Telco, Tech and IT Service Providers

how can we help

Supercell365: Your partner for Microsoft Dynamics 365 Business Central and Dynamics 365 CRM (Sales, Service, Customer Insights). We consult, advise, architect, implement and support. Our deep expertise is the foundation upon which we help customers and partners thrive in the world of modern business applications. Whether you’re seeking to find or respond to new biz apps opportunities, build your own Dynamics capabilities, or need support to deliver and manage your customers projects, Supercell365 is your trusted partner. We provide the knowledge, tools, frameworks, and talent.
 

what makes us different

Acting as your trusted delivery partner, we offer full project execution | We can provide white labelled project delivery | We connect Microsoft-accredited talent to help deliver your projects. From strategic leadership, business consultancy, functional through to technical delivery and support.

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pragmatiq

https://pragmatiq.co.uk

Pragmatiq are a Microsoft Solutions Partner specialising in Dynamics 365, Power Platform, and Microsoft Copilot Studio.

solutions offered

construction

manufacturing

dynamic 365

we specialise in

Charities, Education, Membership Organisations, Health & Social Care, Financial Services, Training Providers, Professional Services.

how can we help

Pragmatiq are a Microsoft Solutions Partner specialising in Microsoft Dynamics 365, Power Platform, and Copilot Studio. We work with organisations across industries to solve real business challenges. Our offerings include:

  • Custom Power Apps to address specific needs.
  • Dynamics 365 implementations to streamline processes.
  • Power BI dashboards to turn data into insights.
  • Copilot Studio solutions to build AI agents for efficiency.

what makes us different

Pragmatiq combines years of Microsoft expertise with a consultative, people-first approach. We tailor every solution to each client’s unique needs, focusing on long-term impact, user adoption, and continuous improvement.

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Dogma group

https://dogmagroup.co.uk

Delivering end-to-end CRM, ERP solutions with D365, Salesforce & Power Platform – in collaboration with our partners.

solutions offered

construction

manufacturing

dynamic 365

we specialise in

Information Technology, Enterprise, Industrial, Business Services, Healthcare & Medical, Manufacturing, Academic, Charity and Government organisations.

how can we help

We deliver:
1. CRM & ERP Consulting
Health- checks & Discovery assessments
Fully managed project delivery: scoping, documentation, development, testing, data migration
24/7 comprehensive support services
Flexible training programs tailored to client needs
Licensing guidance (procurement managed via the partner)
2. Partner Engagement & Development
Dedicated Westcoast partner team
Attractive referral programs
3. Delivery Methodology
Configure-first, product-agnostic approach to maximise platform value
Fixed-cost delivery guarantees with robust quality assurance at every stage

what makes us different

We deliver outcome-focused solutions through transparent engagement with users and partners, leveraging a configure-first methodology and impartial, product-agnostic guidance. Our fairness-first approach includes fixed-cost guarantees and a commitment to rigorous quality assurance at every stage.

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