Category
|
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
|
|
| 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.)
|
|
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
|
