Sage 300 Service Level Agreement Policies

The policies listed in this document are intended to clarify the Technical Support Agreement services that are available with this service contract.

The following services are within the scope of the 12 month Service Agreement for clients that are current and active with Sage Business Care Plan Subscription:

  • 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 300 ERP (Accpac) products to fulfill appropriate business needs.
  • Assistance with service packs installations and deployments.
  • Sage application upgrade reviews.
  • Entitled to Equation monthly webinars to a single computer connection per session, at no charge.

Gold:

  • Support for Existing Macros and Crystal Reports. Support is limited to troubleshooting and break-fixes of macros and Crystal Reports written by Equation Technologies. Modifications, alterations, and new requirements are not supported.
  • Support for Add-on/ 3rd Party Products (up to 6, i.e., DMS, PrintBoss, EFT. Excludes Iciniti, warehouse management).
  • Workstation setup (by appointment). Limited to 12 per contract term.
  • Annual corporate application audit, annual system audit/review, annual security report, and annual disaster recovery audit (contact support@equationtech.us to schedule).
  • Unlimited number of support questions/issues.
  • Up to ten (10) users authorized for support communication.
  • Priority queue for all support issues during Business Hours (Note: This does not ensure immediate issue resolution). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  • Non-business hours email support (Note: This does not ensure immediate issue resolution). Non-business hours emails must be sent to support@equationtech.us.
  • Entitled to discounted regular hourly rate of 20% off standard rate for all Equation Technologies services billed as incurred.  This does not apply to fixed fee engagements, after-hours support, webinars, 3rd party vendors services, travel or training.  This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, network troubleshooting.

Silver:

  • Support for Existing Macros and Crystal Reports. Support is limited to troubleshooting and break-fixes of macros and Crystal Reports written by Equation Technologies. Modifications, alterations, and new requirements are not supported.
  • Support for Add-on/ 3rd Party Products (up to 6, i.e., DMS, PrintBoss, EFT, Notes.  (Excludes Brio, CRM, Sage Inventory Advisor, Avalara, and Paytelligence).
  • Workstation setup (by appointment). Limited to 12 per contract term.
  • Annual corporate application audit and annual system audit/review (contact support@equationtech.us to schedule).
  • Unlimited numb
  • er of support questions/issues.
  • Up to six (6) users authorized for support communication.
  • Guaranteed response time within 2 Business Hours or Level II Priority Queue during periods of high call/support volume (Note: This does not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  • Entitled to discounted regular hourly rate of 15% off standard rate for all Equation Technologies services billed as incurred.  This does not apply to fixed fee engagements, after-hours support, webinars, 3rd party vendors services, travel or training.  This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, network troubleshooting.

Bronze:

  • Up to three (3) users authorized for support communication.
  • 50 Support Incidents per 12-month contract term
  • Guaranteed response time within 4 Business Hours (Note: This does not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  • Entitled to discounted regular hourly rate of 10% off standard rate for all Equation Technologies services billed as incurred.  This does not apply to fixed fee engagements, after-hours support, webinars, 3rd party vendors services, travel or training.  This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, network troubleshooting.

Exclusions:

• Provide database repair and administration.
• Support will not exceed 60-minutes total time per issue to resolve, failing which it will be treated as a Level-2 billable service outside the service agreement.
• Assist with environment/local network troubleshooting and support.
• Any request(s) for support that requires escalation from Support Help Desk requiring a consultant who has site-specific or advanced technical knowledge.
• Product training.
• Recurring/repeat support questions/issues.
• Accounting services, which include balancing, creating journal entries, etc.
• Installation of software products and software upgrades.
• Bookkeeping support and services (please contact a designated Accounting Professional).

On-Going Technical Support Service Agreement Guidelines

Support Inquiry Examples:
Inquiry Category Phone Tech Support Services
Network, Database or IIS Issues - Troubleshoot error message(s) or problem(s) encountered when accessing Sage 300 ERP (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 300 ERP (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.


On-Going Technical Support Service Agreement Guidelines

What is covered in On-Going Technical Support Service Agreement?
  • Provide information on program functionality.
  • Support services will be administered by telephone and / or email and / or fax and / or remote access via GoToMeeting/Zoho 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 300 and add-on products to fulfill appropriate business needs.
  • Notifications for service packs installations and deployments.
  • Sage application upgrade planning.
  • Entitled to Equation monthly webinars to a single computer connection per session, at no charge.

Bronze

  • 50 Support Incidents per 12-month contract term.
  • Up to three (3) users authorized for support communication.
  • Guaranteed response time within 4 Business Hours or Level III Priority Queue during periods of high call/support volume (Note: This does not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.

Silver/Gold:

  • Support for Existing Macros and Crystal Reports. Support is limited to troubleshooting and break-fixes of macros and Crystal Reports written by Equation Technologies. Modifications, alterations, and new requirements are not supported.
  • Workstation setup (by appointment). Limited to 12 per contract term.
  • Unlimited number of support questions/issues.
  • Silver: Up to six (6) users authorized for support communication.
  • Silver: Guaranteed response time within 2 Business Hours or Level II Priority Queue during periods of high call/support volume (Note: This does not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  • Gold: Up to ten (10) users authorized for support communication.
  • Gold: Priority queue for all support issues during Business Hours (Note: This does not ensure immediate issue resolution). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  • Gold: Non-business hours email support (Note: This does not ensure immediate issue resolution). Non-business hours emails must be sent to support@equationtech.us.
What isn’t covered in On-Going Tech Support 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 Technical Support service agreement.
  • Assist with local network troubleshooting and support.
  • Any request(s) for support that requires escalation from Support Help Desk requiring a consultant who has site-specific or advanced technical knowledge.
  • Product training.
  • Recurring/repeat support questions/issues.
  • Accounting services, which include balancing, creating journal entries, etc.
  • Hosted Server User maintenance and Citrix portal setup is not included (applies to Sage 300 ERP Online customers only)
  • Installation of software products and software upgrades.
  • Bookkeeping support and services (please contact a designated Accounting Professional).

Bronze:

  • Create or update any modifications/customizations, including customized reports, or any 3rd Party products. This includes fixes or corrections to reports that have been deployed in place and in use by client and which is approved as delivered.
  • Workstation setup.