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Scope of Sage 50 Support

What issues are covered under Sage Business Care Support Services


Included/Covered with Sage Business Care NOT Included/Covered with Sage Business Care Recommended Resources
Installation & Upgrades
  • Clarification of any installation or upgrade steps
  • Troubleshooting problems/issues encountered during installation and upgrades
  • Step-by-step installation assistance
  • Local (on-site) or remote (via Terminal Services, WebEx, etc.) installation services
  • Consulting services to install or resolve non-Sage installation issues specific to your organization’s technical environment
  • Your Sage-authorized Business Partner (BP)
  • Your own IT staff
  • Sage Portal: Knowledgebase, Chat, Activation Codes
  • Sage City
  • SageU for real-time and anytime learning
  • Sage Professional Services
Setup, Configuration & Data Conversion
  • Clarification of what various fields and codes mean and how they are used
  • Guidance on how to fix problems
  • Troubleshoot problems encountered during setup, configuration and data conversion of Sage product
  • Recommendations on usage of Sage products in your organization
  • Consulting services, such as gaining an in-depth understanding of your organization’s needs and customizing your configuration to meet those needs
  • Step by step migration of data from your previous software version or other software solution (but see info in the “Import/Export” section)
  • Configuring third party applications
  • Creating or troubleshooting customizations (i.e. HTML SQL scripts & triggers, UDF and UDT, etc.)
  • Training

Data Entry/

Product Operations
  • Guidance on how to fix problems created by incorrect data entry through the Sage product interface
  • Clarification of what various fields mean or processes you may find confusing
  • Troubleshooting problems encountered with data entry or product operations
  • Troubleshoot Sage product related errors and messages
  • Analyzing your individual transactions to determine the source of a data entry error
  • Advice regarding how to code individual transactions
  • Account reconciliation
  • Training
  • Assistance with data entry or manipulation outside the Sage user interface
Import / Export
  • Guidance on proper format for importing data into your Sage product
  • Troubleshooting errors or problems encountered when importing or exporting data
  • Example of a standard Import/Export format
  • Exporting accurate data from third party software or validating/formatting it for you so that it can be imported into your Sage product
  • Creating your data definition files or mappings for importing data
  • Importing data into a third party product
  • Usage and configuration questions on third party products
  • Training
Reports and Forms
  • Clarification of what various reporting options mean
  • Troubleshooting problems encountered when setting up or running reports
  • Guidance on creating/ customizing/ refining a basic report to meet your reporting needs
  • Creating or designing reports for you
  • Troubleshooting problems encountered with customized reports or third party reporting programs or tools (formatting formulas, parameters, etc.)
  • Assistance with connecting to your Sage data for use with third party reporting tools
  • Training on use of third party products
  • Training
Hardware, operating systems (OS), database platforms, Internet Information Server (IIS), browsers, etc.
  • Clarification of system recommendations and requirements
  • Guidance on any specific configuration settings required by your Sage product
  • Troubleshooting printing errors received in your Sage Product when printing is working otherwise
  • Installation
  • Configuring vendor systems such as desktop operating system, Microsoft Server and/or SQL Server, IIS, SMTP, remote services, etc.
  • Troubleshooting stability, performance or other problems
  • Troubleshooting operating system issues – firewall, antivirus, permissions)
  • Troubleshooting, installation, or configuration of your Virtual environment (Citrix, VMware, HyperV, etc.)
  • Assistance with installation or set up of email browsers, etc.
  • Assistance with printer connectivity or configuration
  • Training
Network connectivity
  • Troubleshooting connectivity issues within your Sage product when your supported network infrastructure is otherwise working
  • Troubleshooting connectivity to a Sage hosting center when Internet connectivity is working
  • Troubleshooting internet connectivity
  • Troubleshooting other connectivity issues that exist outside of your Sage product
  • Assistance with unsupported networks.
  • Installation, troubleshooting or configuration of network (WAN/LAN) security/cards/cabling/hardware/software
  • Training
  • Your own IT staff
  • Your Internet Service Provider (ISP)
  • Your Sage-authorized BP
  • Your external IT vendor

Best Business Strategies solutions and services that address issues not covered under Sage Business Care include:

(Please call us so we can help you select the solution that best meets your needs 304-233-2612)