Support Plans

Customer Support Services

At Sage Software, we are committed to helping our customers manage and grow their businesses by being the leading provider of exceptional business management software and services supported by a network of high-quality business partners.

As a customer, we recognize that you have not only made a monetary investment, but you have also invested your trust in our ability to deliver world class customer service and support for our market-leading products. Our objective in Sage Software Customer Support Services is to do everything in our power to ensure you are completely satisfied with every service interaction you have with us.

Award-Winning Customer Support

When you call Sage Customer Support Services, you can do so with the confidence of knowing you are calling one of the most respected customer support centers in the industry. Our dedication to providing you with world-class customer support has resulted in our winning the coveted STAR (Software Technical Assistance Recognition) Award from the Service and Support Professionals Association (SSPA) five years in a row, culminating in the SSPA "Hall of Fame Lifetime Achievement Award" as well as the WebStar Award for outstanding on-line support.

We were also instrumental in the development of the Support Center Practices (SCP) certification program sponsored by the SSPA. The SCP Certification program is similar to the ISO 9000 program in that it requires the documentation of processes and procedures; however SCP Certification also focuses on measurable results to ensure the effectiveness of those processes and procedures in the IT services and support industry. With the bar being raised each year, our support center has consistently achieved SCP certification by complying with the stringent service and quality goals prescribed by SSPA, ensuring that your experience with us is world class.

Sage Software On-line

Our award winning Sage Software On-line gives you 24-hour access to our Customer Support Services department. You can search for information using the same knowledge base used by our Customer Support Services Analysts. You can also locate hot issues, e-mail support, and view tips for using third-party applications, such as Crystal Reports. Sage Software On-line also includes a Case Inquiry feature that allows you to view the progress of your customer support cases with Sage and provide us with direct feedback via the Internet. All this useful information comes with your support or maintenance plan at no additional charge once you're registered for Sage Software On-line.

ClientCare Support& Maintenance

Sage MAS 500 support plans keep your software current with all the latest upgrades and enhancements in addition to giving you access to call our support team with issues. Customers are encouraged to renew all support and maintenance plans on an annual basis. Sage offers three different plans:

Subscription Plan - This plan, the most basic offering, provides product updates and access to the Sage Software on-line support area. It allows you to keep your software up-to-date, while also providing a basic level of self-service support through the internet.

Silver Plan - This plan adds telephone support to the Subscription Plan. It allows two designated support contacts to call Sage Software for product-related assistance, up to a total of 20 cases each year. Where appropriate, the issue will be researched and call-backs made to ensure resolution in a timely manner.

Gold Plan - This plan offers our most comprehensive level of service, increasing the designated support contacts to a total of three. The Gold Plan also allows unlimited telephone support, with a one hour guaranteed response time, providing a high level of comfort for mission critical environments.