Service Definitions
Last reviewed by: Martin Prosser, Owner, Clearpath CRM
Last updated: 19 February 2026
Version: 2.0
Clearpath CRM provides Microsoft Dynamics 365 adoption and optimisation services to UK businesses. This page defines the scope, structure, and boundaries of each service offering. These definitions form part of our standard Terms and Conditions and are incorporated by reference into all client agreements.
These definitions apply to all engagements. The version published at this URL at the date of contract signature is the version that governs that engagement.
1. Our Services at a Glance
Clearpath CRM offers two categories of commercial engagement. Most clients begin with an ADOPT™ project and transition to ADOPT+ ongoing support after go-live.
| ADOPT™ | ADOPT+ | Hour Bank | |
|---|---|---|---|
| Type | Professional Services | Break/Fix Support (Retainer) | Enhancement Hours (Prepaid) |
| Commercial category | Capital Expenditure | Operational Expenditure | Capital Expenditure |
| Commitment | Fixed-price project | 12, 24, or 36 month contract | Prepaid block (minimum 10 hours) |
| Minimum | 5 days | 12 months | 10 hours |
| Payment | Upfront on invoice | Monthly in advance | Upfront on invoice |
| Break/fix support included | Not included | Included | Not included |
| Enhancement hours | Included within agreed project scope | Add-on Hour Bank required for enhancements | Included (consumed as used) |
| Suitable for | CRM recovery or structured adoption project | Ongoing platform stability & issue resolution | Planned improvements and scoped enhancements |
Clients combining ADOPT+ with a pre-purchased Hour Bank effectively operate under a structured managed service model, covering both reactive support and proactive enhancements.
2. ADOPT™: Fixed-Price Adoption Engagement
ADOPT™ is Clearpath CRM’s structured adoption programme for organisations that have deployed Microsoft Dynamics 365 but are not achieving expected business value. The core thesis: CRM does not fail because of technology. It fails because of people and process. ADOPT™ fixes that.
Minimum engagement: 5 consultancy days
Delivery: Remote or on-site as agreed
Payment: Fixed price, payable in full on invoice prior to commencement
What ADOPT™ Includes
- Current-state assessment of CRM usage and adoption
- Stakeholder workshops to identify adoption barriers
- Configuration optimisation within the existing Microsoft Dynamics 365 environment
- Role-based user training (up to agreed user count)
- Process refinement and data quality improvements
- Post-engagement adoption scorecard and recommendations report
Scope Boundaries
ADOPT™ focuses on adoption, optimisation, and structured improvement within the existing platform. The following are outside scope unless explicitly agreed in writing:
- Large-scale custom development or new application builds
- Third-party system integrations
- Microsoft licence procurement or management
- Infrastructure, network, or device support
- Ongoing reactive support after project completion (see ADOPT+)
Important: All consultancy days must be consumed within 12 months of the contract start date unless otherwise agreed in writing. Unused days beyond this window expire with no refund or credit.
3. ADOPT+: Support Retainer (Break/Fix)
ADOPT+ is Clearpath CRM’s ongoing managed service for organisations requiring regular break/fix support, platform maintenance, and access to enhancement hours on a rolling basis.
3.1 Contract Terms
| Contract Term | Description | Notice to Exit |
|---|---|---|
| 12 months | Standard: most common for SMBs | 90 days before end date |
| 24 months | Extended: reduced monthly rate | 90 days before end date |
| 36 months | Long-term: best value | 90 days before end date |
Contract renewal, notice periods, and termination rights are governed by the Clearpath CRM Terms and Conditions. Clients should refer to the Terms and Conditions for full contractual details.
3.2 What Is Covered: Base Break/Fix Support
The base ADOPT+ monthly fee covers reactive support for your existing Dynamics 365 environment.
| ✓ Included in Base Contract | ✗ Not Included: Requires Additional Hours |
|---|---|
| Resolution of system errors and unexpected behaviour | New feature configuration or workflow creation |
| User access and permissions management | Training for new users or new functionality |
| Basic workflow and automation fault resolution | Report and dashboard creation |
| Data integrity investigations (not mass remediation) | Data migration, cleansing, or bulk updates |
| Platform monitoring and proactive issue identification | Integration development or modification |
| Liaison with Microsoft support where required | Power Platform or custom development work |
| Support requires provision of appropriate system access credentials or secure service account access |
3.3 Additional Enhancement Hours
Enhancement hours are required for any work outside the Base Break/Fix scope defined in section 3.2.
Examples include:
- New workflow configuration
- Report or dashboard creation
- Integration development or modification
- Data migration, cleansing, or bulk remediation
- Training outside agreed scope
Minimum purchase: 10 hours.
Enhancement hours:
- Are prepaid
- Are consumed as used
- Expire 12 months from purchase unless otherwise agreed
- Are non-refundable (see Terms and Conditions)
Published pricing tiers and block sizes are available on our Pricing Page.
3.4 Billing
ADOPT™ (Professional Services)
- Invoiced in full upon contract signature
- Payment due within 14 days of invoice date
- Work commences after payment unless otherwise agreed in writing
ADOPT+ (Support Retainer)
- Billed monthly in advance
- Invoice date aligned to contract start date
- 14-day payment terms
- Late payments subject to statutory interest (8% above Bank of England base rate)
Hour Bank
- Invoiced in full at time of purchase
- Payment due within 14 days
- Hours activated upon payment
4. Prepaid Enhancement Hour Banks
Standalone prepaid Hour Banks are available for clients who require enhancement work without an active ADOPT+ support retainer.
Minimum purchase: 10 hours.
Hour Banks:
- Are prepaid in full at time of purchase
- Are consumed as used
- Expire 12 months from date of purchase unless otherwise agreed in writing
- Are non-refundable (see Terms and Conditions)
- Do not include break/fix or reactive support
Published pricing tiers and block sizes are available on our Pricing Page.
5. Service Level Targets (ADOPT+ Only)
The following response and resolution targets apply to all active ADOPT+ managed service contracts. These are targets, not guarantees, and are subject to reasonable variation during Force Majeure Events or Microsoft platform outages outside Clearpath CRM’s control.
Support contact: support@clearpathcrm.co.uk
Business hours: Monday to Friday, 09:00–17:30 (excluding UK public holidays)
Service levels apply only to incidents within Clearpath CRM’s reasonable control. Microsoft Dynamics 365 and related services are hosted on Microsoft Azure infrastructure. Where an incident is caused by a Microsoft platform outage, regional service degradation, or other third-party service disruption, SLA targets may be suspended. Clearpath CRM will use reasonable endeavours to liaise with Microsoft and support resolution but cannot guarantee resolution timeframes for issues outside its control.
5.1 Incident Priority Matrix
Use this matrix to determine the priority of your support request based on the scope of impact and business severity.
| 🟡 Minor Impact | 🟠 Moderate Impact | 🔴 Major Impact | |
|---|---|---|---|
| 🔴 System / Service Down | P3 | P2 | P1 |
| 🟠 System / Service Affected | P4 | P3 | P2 |
| 🟡 User Down / Affected | P5 | P4 | P3 |
How to use this matrix: Find the row that matches what is affected, then the column that matches the business impact. The cell gives you the priority level. Include this in your support email subject line, e.g. [P2] Sales pipeline view not loading.
5.2 Incident Response and Escalation Table
| Priority | Colour | Definition | Response SLA | Specialist Review | Notification | Target Resolution |
|---|---|---|---|---|---|---|
| P1 | 🔴 Critical | Full system/service unavailable or critical data loss risk | 30 minutes | 1 hour | Hourly email update | 4 business hours |
| P2 | 🟠 High | Core functionality severely impaired, no workaround | 1 hour | 2 hours | Via email | 1 business day |
| P3 | 🟡 Medium | Partial functionality impaired, workaround available | 4 hours | 1 business day | Via email | 10 business days |
| P4 | 🟢 Low | Non-critical issue, minor impact on individual users | 1 business day | Never | Via email | 30 business days |
| P5 | ⚪ Minimal | Enhancement request, query, or general guidance | 2 business days | Never | Via email | No SLA |
Notes:
- P1 incidents should be reported by telephone (0208 1062425) as well as email to ensure immediate response
- Response SLA = time to first acknowledgement during business hours
- Resolution targets are targets, not guarantees; complex issues may require Microsoft involvement which is outside Clearpath CRM’s control
- SLA clock pauses when Clearpath CRM is awaiting information or access from the client
- Clearpath CRM does not currently operate a client self-service ticketing portal. All support requests and updates are handled via email unless otherwise agreed in writing.
Service Level Targets apply to incidents within Clearpath CRM’s direct control. Where an issue is caused by Microsoft platform outages, Azure infrastructure disruption, or third-party service failure, response and resolution timelines may be impacted. Clearpath CRM will use reasonable endeavours to liaise with Microsoft or relevant vendors but cannot guarantee resolution timelines outside its control.
6. What Is Never Covered Under Any Service
The following are excluded from all Clearpath CRM services regardless of engagement type or contract value.
- Microsoft Dynamics 365 licence costs or renewals
- Hardware, infrastructure, or network support
- Third-party software outside agreed scope
- Security incident response or forensic analysis
- Regulated financial, legal, or compliance advice
- Work outside UK jurisdiction (unless agreed in writing)
- TUPE or employment law obligations
7. Governing Definitions
The following terms carry these meanings wherever used in any Clearpath CRM agreement or communication.
| Term | Definition |
|---|---|
| Business Day | Any day other than Saturday, Sunday, or a UK public holiday on which banks in England are open for business |
| Break/Fix Support | Reactive support to resolve faults, errors, or failures in an existing system configuration. Does not include new development or enhancement |
| Enhancement | Any work that adds, modifies, or extends system functionality beyond the existing baseline configuration at the contract start date |
| Environment | The client’s existing Microsoft Dynamics 365 tenant and associated configuration as at the contract start date |
| Go-Live Date | The date on which the client’s Dynamics 365 environment was first made available to end users for operational use |
| Force Majeure Event | Any circumstance beyond a party’s reasonable control including Microsoft platform outages, acts of God, pandemic, government action, or cyberattack |
| Response SLA | Time from ticket submission (during business hours) to first acknowledgement from Clearpath CRM |
| Resolution Target | Target time to full resolution (not a contractual guarantee) |
These service definitions are subject to periodic review. The version published at clearpathcrm.co.uk/service-definitions at the date of contract signature is the version that governs that engagement. Clearpath CRM will provide reasonable notice of any material changes.
Version 2.0 | Last reviewed: 19 February 2026 | Reviewed by: Martin Prosser, Owner