Sage Intacct 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:

• 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.
• Provide assistance in determining whether an issue is program, database or environment related.
• Recommend Sage Intacct products to fulfill appropriate business needs.
• Modules included: General Ledger, Accounts Payable, Accounts Receivable, General Ledger, Intercompany Transfers, Purchase Orders, Order Entry, Platform Services, Employee Users.

Bronze:

• Up to three (3) users authorized for support communication.
• Support up to 5 multi-entity shared companies and 15 Business Users
• 50 Support Incidents per 12-month contract term submitted by authorized users.
• 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.
• 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 vendor services, travel or training. This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, configuration, network troubleshooting.

Silver:

• Support for Existing Macros and Reports. Support is limited to troubleshooting and break-fixes of macros and Reports written by Equation Technologies. Modifications, alterations, and new requirements are not supported.
• Annual corporate application audit and annual system audit/review (contact support@equationtech.us to schedule).
• Unlimited number 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 vendor services, travel or training. This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, configuration, network troubleshooting.

Gold:

• Support for Existing Macros and Reports. Support is limited to troubleshooting and break-fixes of macros and Reports written by Equation Technologies. Modifications, alterations, and new requirements are not supported.
• Annual corporate application audit, annual system audit/review, and annual security report (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 vendor services, travel or training. This would apply to services not contracted in a statement of work such as report writing, training, consulting, installation, configuration, network troubleshooting.

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 remote access via GoToMeeting/GoToAssist session.
• Clarify and explain the significance of error message(s).
• Provide assistance in determining whether an issue is program, database or environment related.
• Recommend Sage Intacct products to fulfill appropriate business needs.
• Guaranteed response do not ensure issue resolution within this timeframe). Support business hours: Mon – Fri from 5:00AM PST to 5:00PM PST.
  

Support Inquiry Examples:

What isn’t covered in On-Going Tech Support Service Agreement?

• 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.
• Report writing.
• 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)
• Bookkeeping support and services (please contact a designated Accounting Professional).