Business Central support for Dubai from Europe

Can you get Business Central support in Dubai from Europe without the time difference becoming a problem? The answer depends on what you expect of the support. The article explains how a Danish working day fits with the working day in the UAE, what works well in writing, and what you should agree in advance, so response times are not a surprise. It is written for you if you are considering an agreement.

The time difference in numbers

Dubai uses Gulf time, which is three hours ahead of Danish time in winter and two hours ahead in summer. This is because Denmark switches between winter and summer time, while the UAE does not.

A Danish working day therefore corresponds to roughly 11-19 Gulf time in winter and 10-18 in summer. If your working day in the UAE starts at 9, we have not opened yet on a winter day, and it is good to know that before agreeing response times.

Support is written first

At our company, support is first and foremost written. You describe the problem, we answer in writing, and both parties can see the history. This suits a time difference well, because you can send a case when you discover it and get an answer when we are at work.

Phone and screen sharing are not ruled out, but they are agreed for a specific time, not as the primary channel.

The advantage of written support is also that changes are documented. When a setting has been corrected, it says what was done and why, so a colleague can find it again.

What works well at a distance

Much of the support work in Business Central does not require sitting in the same room. Error messages, setup, reports, posting problems, permissions and questions about standard functions can be clarified in writing, especially if the case is well described.

Good cases contain the same things every time:

A short description of what you expected and what happened.
A screenshot of the error or the page, preferably with the whole message.
The name of the user, the company and the page you were working on.
When it began, and whether it has happened before.
How urgent it is, and what it blocks.

What works less well

Urgent errors just after closing time in Dubai are harder. If your books must be closed late in the day, or a warehouse is standing still, the answer may only come the next morning Danish time. You should know that before you choose a model.

Public holidays and weekends fall differently in Denmark and the UAE. Agree them on both sides, so nobody wonders about an empty inbox.

Therefore agree a contact route for the few cases that cannot wait. Describe what counts as urgent at your company, for example that nobody can post or send an invoice, and who should be contacted first.

Agree it in advance

At which times you can expect answers.
How cases are reported, and who at your company can report them.
What applies to urgent cases.
Who can make changes to the setup, and how they are approved.
How changes are tested before they go live.

An example of a day, and next steps

Imagine that in Dubai you discover an error at 9 o'clock on a winter day. It is 6 o'clock in Denmark, so nobody is answering yet. You write the case with a screenshot and a description. At 11 Gulf time the working day in Denmark is under way, and the answer can be there before lunch for you.

In summer the difference is smaller, and the overlap is larger. That is why the written form is practical: you do not have to plan your day around ours.

We work in Denmark and the UAE and write the support first. Write to us if you want to hear more about how we can arrange it for you.