Sage Software Support
Sage Software Support and Helpdesk
Support
As a fully accredited Sage 200 Support Partner, we offer a comprehensive range of support services, including access to our dedicated help-desk, which provides unlimited support through a team of fully accredited, multi-disciplined product & technical specialists to all our Sage 200 & CRM customers. We offer tailor-made Service Level Agreements designed to meet our customers specific support requirements.
In addition, we can provide a remote support package as part of the telephone support contract. In this day of communication portals via ADSL connections, this is a highly recommended service, as it can obviate the need for on-site call out time and charges. This remote access enables us to keep our response times to an absolute minimum and provide our customers with the highest level of service.
All support calls received are logged onto our Helpdesk Case Management system against your company record and assigned to a particular technician. These logged calls provide us with a means of monitoring the progress and status of cases received as well as an ongoing history of your system and the issues that have been raised and resolved.
Help Desk
Level 1 - Fault Call logging
This is defined as logging the support call, verifying the legitimacy of delivering support under a current Sage support agreement, logging the severity level of the incident, the customer details, system configuration and the characteristics of the customer problem.
Level 2 - Initial response and preliminary investigations with possible solutions offered
This is defined as fault isolation using appropriately technically qualified staff. Once isolated the problem is sourced to its root cause and captured in an environment that the problem can be replicated. A work around or patch is often found at this stage. If not the problem is escalated to Level 3.
Level 3 - Detailed fault analysis with software repair or work-round solutions offered
This is defined as taking the problem to its point of final resolution and satisfaction with the customer. At this stage the problem must be replicable and a highly technical Customer services Support Consultant will be applied to resolve. The resolution might take the form of a practical work-around or a software patch for the system.
