Scope of Sage 50 Support

Category

• 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

• 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

• Your Sage-authorized BP
• Your own IT staff
• SageU for real-time and anytime learning
• Sage Knowlegebase & Sage City

Data Entry/

• 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

• Your Sage-authorized BP
• Sage University
• Authorized data repair centers
• Your accountant
• Sage Knowlegebase & Sage City

• 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

• Your Sage-authorized BP
• Your accountant
• The third party software publisher
• Sage Knowlegebase & Sage City
• For third party info, go to www.sagepss.com

• 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

• Your Sage-authorized BP
• SageU for real-time and anytime learning
• The third party software publisher
• Your own IT staff
• Sage Knowlegebase & Sage City
• For third party info, go to www.sagepss.com

• 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

• Your own IT staff
• Your Sage-authorized BP
• Your hardware, OS, database, IIS or browser vendor
• Sage Knowlegebase & Sage City

• 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