Support Coverage and Additional Resources

Sage Business Care Support Services

Customers are our top priority and the lifeline of our organization. We consistently operate with our customers’ best interests in mind and offer professional assistance—through online self-service options, world-class phone support, and an extensive network of business partners, certified consultants, and authorized training centers.

Sage Support and Services teams deliver an innovative advisory approach to help Sage customers better utilize and derive more value from Sage solutions.  In addition to answering questions and resolving technical concerns, Sage proactively offers valuable advice on using Sage solutions to their fullest potential—helping customers realize a higher return on investment by: 

• Gaining greater insight into business activities.
• Operating business more effectively by maximizing the capabilities of Sage solutions to improve business processes.
• Improving business efficiency by leveraging Sage solutions to reduce the time, resources, effort, and cost of operations.

Sage Business Care plans provide customers with access to a variety of valuable services, such as:

• Optimizing the effectiveness and efficiency of Sage solutions to achieve business results.
• Troubleshooting or resolving technical and non-technical issues that may be encountered during Sage software installation or use.
• Identifying and recommending where additional product training would be of value.
• Determining the need and referring appropriate resource(s) to assist with non-Sage issues.
• Taking advantage of multiple Sage self-service support resources with access to:
  • Knowledge Management—The Sage SalesLogix Support team is dedicated to empowering customers to easily find solutions, 24/7. Benefit from industry-standard knowledge-centered support best practices that focus on rapid creation and sharing of knowledge from our Sage collective experiences.
  • Social Communities—Available 24/7, product forums are an excellent place to search for solutions, ask questions, get answers, and share knowledge and experience.
  • Web—Create Support cases online. Great for non-urgent support issues, after utilizing other self-service options.

Additional Resources

Our goal is to ensure that our customers receive exceptional service from the best resource available to answer questions quickly and accurately. We work to resolve our customers’ Sage product-specific questions and concerns however, when customers are experiencing issues outside the scope of Sage products, we will refer customers to the appropriate resource who is best equipped to assist with those issues. These resources may be the customer’s internal personnel, a Sage-authorized business partner, a certified consultant, or a third-party provider. Sage Professional Services and Sage University teams also offer a wide variety of services.

Topics that are not covered under a Sage Business Care plan, where a Sage Customer Support team member will proactively provide the most appropriate alternative resource, include:

• Training—Sage University is the best resource for training, offering classroom training, real-time Learning, custom training, self-study guides, and an annual customer conference. Visit Sage University to search and register for courses and products, monitor your learning progress through training tracks, and join online communities with product experts and other customers.
• Performing software, product, application, or job-related activities, such as software installation, data entry, creating reports, etc.*
• Assisting with third-party software** (installation, training, trouble-shooting, integration, etc.).
• Providing organization-specific consulting or consulting advice.
• Repairing data or database issues caused by user error or third-party software.

Please refer to the following Support Coverage charts for additional information and resources. For additional questions, please contact Sage SalesLogix Customer Care at Customercare.CRM@Sage.com.

^*Please note that references in this document to third-party software, products or applications, does not encompass all third-party software, products and applications that Sage provides (directly or through an authorized Sage Business Partner) as part of a customer’s solution.

^**Sage SalesLogix Cloud subscription does include select installation, setup, monitoring and similar services as noted in the following Support Coverage charts.

Sage SalesLogix Support Coverage—Sage Business Care Plans

Sage SalesLogix Support Coverage—SDK Support Plan

SDK Support Plan available to customers with active Sage Business Care support plans for on-premises environments.