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 remote access via Zoom/Zoho session.
• Clarify and explain the significance of error message(s).
• Review customized reports, smart rules and smart events and offer suggestions to questions.
• Provide assistance in determining whether an issue is program, API or environment related.
• Recommend Sage Intacct products to fulfill appropriate business needs.
• Core Modules included: General Ledger, Accounts Payable, Accounts Receivable, General Ledger, Cash Management, Purchase Orders, Order Entry, Inventory, Basic Project/Grants Tracking, Multi-Currency, Tax, ICRW Run Only, Custom Report Writer, Platform Services, Employee Users.

Bronze:

• Up to three (3) users authorized for support communication.
• Available for companies with 10 Business Users (Full and Limited)
• 50 Support Incidents per 12-month contract term submitted by authorized users.
• Excluded from Bronze:  Platform Applications, Smart Rules and Smart Events.
• 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 Smart Rules and Smart Events. Support is limited to troubleshooting. Modifications, alterations, and new requirements are not supported.
• Support for existing custom reports.  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.
• Excluded:  Platform Applications
• 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 Smart Rules and Smart Events. Support is limited to troubleshooting. Modifications, alterations, and new requirements are not supported.
• Support for existing custom reports.  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 ten (10) users authorized for support communication.
• Dedicated Account Manager.
• 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.
• 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 Sage Intacct program functionality.
• Support services will be administered by telephone and / or email and / or remote access via Zoom/Zoho session.
• Clarify and explain the significance of error message(s).
• Provide assistance in determining whether an issue is program, API or environment related.
• Recommend Sage Intacct products to fulfill appropriate business needs.
• Guaranteed response times 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 including report modifications and enhancements.
• Recurring/repeat support questions/issues.
• Accounting services, which include balancing, creating journal entries, etc.
• Bookkeeping support and services (please contact a designated Accounting Professional).