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Business Central Upgrade Process (Internal)

Audience: UniverseIT Staff (Consultants, Support, Account Managers)
Last Updated: June 19, 2025
Author: [Your Name]

Overview

This article outlines UniverseIT’s standard process for supporting customers through Microsoft Dynamics 365 Business Central (BC) upgrades. Microsoft releases two major updates per year—typically in May (Spring) and November (Fall). Each release includes bug fixes, new features, and potential changes that may impact customer customizations.

Key Facts

  • Release cadence: Twice annually (May & November)
  • Customer decision window: Proceed with upgrade or defer up to 6 months
  • Deferrals beyond 6 months: Require a Microsoft waiver
  • UniverseIT upgrade package: Flat fee of $999

Upgrade Package Includes

  • Upgrade to sandbox environment
  • Validation of key functionality and known customizations
  • Risk/issue documentation and resolution guidance
  • Coordinated production upgrade
  • Post-upgrade smoke testing

Customer Responsibilities

  • Select whether to upgrade or defer
  • Assist with or delegate sandbox testing
  • Approve production upgrade once sandbox testing is complete

Process Steps

1. Initial Communication

Send customers the standard upgrade notification email. Include a Microsoft Bookings link so they can schedule their planning session.

Example: https://yourcompany.bookings.microsoft.com/BCUpgradePlanning (replace with live link)

2. Pick Up Bookings Appointments

Access the Microsoft Bookings dashboard via https://book.ms or through Outlook (Calendar > Bookings). Filter for the “Business Central Upgrade Planning” service. Assign appointments to team members as needed, and confirm with the customer prior to the meeting.

3. Planning Call

  • Review current BC version
  • Document known customizations, ISVs, and key processes
  • Confirm preferred upgrade timing
  • Update CRM with meeting notes

4. Sandbox Deployment

  • Deploy the update to the customer’s sandbox
  • Validate login, navigation, reports, workflows, and customizations
  • Identify and document any issues

5. Customer Review & Sign-Off

  • Send a summary of test results and recommendations
  • Obtain written approval to proceed to production

6. Production Upgrade

  • Schedule during a low-usage window
  • Perform backup prior to upgrade
  • Apply the upgrade
  • Conduct smoke test immediately after deployment

7. Post-Upgrade Follow-Up

  • Check in within 2–5 business days
  • Document outcome and close project or CRM opportunity

Escalation Triggers

  • Customizations break during testing
  • Third-party extensions are incompatible
  • Upgrade is delayed beyond 6 months
  • Customer is unclear on scope or process

Tools & Resources

  • Standardized Email Templates
  • Microsoft Bookings Setup Guide
  • Sandbox Upgrade Validation Checklist
  • CRM Tag: BC-Upgrade-InProgress
  • Teams Channel: #bc-upgrades-general

Additional Notes

  • For customers on versions older than N-2, confirm with Dev team if intermediate upgrades are required.
  • Review for dependencies on Power BI reports, Power Automate flows, or embedded Power Apps.