Technical Assistance at Year-end
During January through March, our accounting software package goes through a higher than normal call volume doe to companies closing their books, W2 processing, etc. This may have an impact on your hold times when calling into the Sage Customer Support Call Center. We always recommend utilizing your software’s in-product Help system as a good first stop to answer your technical questions. When you need additional assistance, please reference this chart to best determine what service* and expected response time works best for you.
If Your Question Is: |
Our Recommendation: |
Our YE Expected Response Time: |
How to Reach Us? |
A how-to or
step-by-step
instruction
|
Sage Knowledgebase
Find answers to your questions and
subscribe to articles. |
Available 24/7** |
Sage Customer Portal
Log on and click “Knowledgebase” |
A quick inquiry |
Live Chat
Chat online with a customer support analyst. |
Typically less than 15-20 minutes |
Live Chat
Enter your contact info, select Sage 300 Construction and Real Estate, and submit Customer Account ID. |
Complex, but not urgent |
Online Support Request
Submit your questions through a web form for our
call center support analysts to contact you. |
4 hours or less |
Sage Customer Portal
Log on and click “Cases” |
Complex and/or urgent |
Customer Support Call Center
Work with one of our technical support analysts
over the phone. |
Up to 30 minutes |
866-991-3359 |
Follow us for up-to-the-minute news
HOURS:
Live Chat: Monday through Friday from 6 a.m. to 3 p.m. Pacific Time, with the same exceptions as telephone support (see below).
Online Support Request or Telephone Support: Monday through Friday from 6 a.m. to 5 p.m. Pacific Time with the following exceptions:
- Every Thursday from 2 p.m. to 3 p.m. Pacific Time (closed for staff meetings)
- Standard United States holidays
Holiday Schedule: We will be closed on the days listed below.
| Holiday |
Date |
Christmas Eve |
Monday, December 24, 2012 |
Christmas Day |
Tuesday, December 25, 2012 |
New Year's Day 2013 |
Tuesday, January 1, 2013 |
Upgrading Your Service Plan: If your service plan does not provide online or telephone customer support and you would like to add or upgrade a service plan, please call 800-858-7098.
* Services offered are available depending on your Sage Service Plan
** Exceptions for scheduled or unscheduled maintenance
