The following services are within the scope of the Phone Tech Support service agreement for clients that are current and active with Sage Software Assurance Subscription Plan:
- Provide information on program functionality.
- Support services will be administered by telephone and / or email and / or fax and / or remote access via GoToMeeting/GoToAssist session.
- Clarify and explain the significance of error message(s).
- Review customized macros/reports and offer suggestions to questions.
- Investigate product activation code problems.
- Provide assistance in determining whether an issue is program, database or environment related.
- Recommend Sage Accpac products to fulfill appropriate business needs.
- Assistance with service packs installations and deployments.
- Entitled to Equation monthly webinars to a single computer connection per session, at no charge.
- Unlimited number of support questions/issues.
- Guaranteed response time within 1 Business Day (Note: This does not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 8:00AM to 5:00PM PST.
The policies or inquiry categories listed below are intended to clarify the Phone Tech Support services that are available with this service contract.
| Inquiry Category |
Phone Support Service |
| Network, Database or IIS Issues |
- Troubleshoot error message(s) or problem(s) encountered when accessing Sage Accpac products over a network.
- Provide suggestions on network configurations.
- Procedural advice and suggestions regarding databases.
|
| Installation or Conversion |
- Troubleshoot problems regarding installation and workstation setup for software produced or supported by Sage Software.
- Procedural advice regarding installation and conversion.
|
| Connectivity Issues for Hosted Products |
- Troubleshoot network communication issues encountered when accessing hosted Sage Accpac products.
- Assist with resetting of passwords.
- Troubleshoot local printing problems.
- Information on network protocol, SQL network library and domain requirements for connecting Sage Software products to the SQL server.
|
| Customizations or Modifications |
- Troubleshooting errors or problems to determine if the problem(s) is/are caused by core product or customizations/modifications.
- Basic advice relating to our data structures
|
| Citrix and Terminal Services |
- Troubleshoot error(s) or problem(s) that occur within Sage Software products when deployed using Citrix or Windows Terminal Services.
- Basic overview of Citrix and Terminal Services as they relate to our products.
|
| Application Modules |
- Assistance in identifying the proper sequence of tasks needed to accomplish a larger process.
- Answers to how a particular feature operates in a given scenario.
- Assistance in the proper procedures needed to install or upgrade the product.
- General Sage Software module configuration questions.
- Troubleshooting errors or warning messages occurring within Sage Accpac products.
- Suggestions and troubleshooting information for issues such as reconciliation difficulties.
|
| Productivity Tools, Options and Add-On Products |
- Troubleshooting problems regarding installation and workstation setup for products supported by Sage Software.
- Troubleshooting errors or problems that occur during Crystal Reports for Sage Software installation and when linking to Sage Software data.
- Troubleshooting errors or problems that occur within Sage Software products during data transfer or import.
- Assistance in locating table and field names to write reports.
|
| ODBC |
- Troubleshooting errors or problems that occur within Sage Software products when linking to data contained within your Sage Software package using our ODBC driver.
- Basic procedural advice regarding ODBC and data sources as they relate to troubleshooting our products.
|
The following services are NOT within the scope of the On-Going Support Service Contract service agreement:
- Provide database repair and administration.
- Phone support call will not take longer than 60-minutes per issue to resolve, failing which it will be treated as a Level-2 billable service outside the Phone Tech Support service agreement.
- Create or update any modifications/customizations, including customized reports, or any 3rd Party products.
- Assist with network troubleshooting and support.
- Any request(s) for support which requires escalation from a Help Desk requiring a consultant who has site-specific or advanced technical knowledge.
- Provide product training.
- Installation of software products and software upgrades.
- Bookkeeping support and services (please contact a designated Accounting Professional).