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We provide answers and advice.

Our knowledgeable and friendly people help online, on the phone, and in person.

Sage has lots of ways for you to get fast answers

We provide answers the way you want to receive them.

Go online anytime with our self-help services.

Access our knowledgebase, discussion forum (Sage City), and webcasts.

Get Sage advice.

Don't be surprised when we give you advice to help your business run better. Why? We're here to help you succeed.

You need help. We've got answers.

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Get Support

Get the fastest answers using our knowledgebase.

Visit our online portal for up-to-date info, ideas for troubleshooting, and more.

Discuss online with peers and experts at Sage City.

Use our online community to ask questions, share ideas, and solve issues with Sage customers, employees, and product experts.

Chat with us about your account, payment options, or order tracking.

Our customer service can help you with general information.

Call: 866-996-7243 (SAGE)

Get trained through Sage University

Sage University has it all.

Explore what training options might be best for you.

Learn what you want, when you want to learn it.

Whether you want to learn every feature, get general business info, or just a particular module of your Sage software, we offer the training you need. Choose between instructor-led courses—online or in a traditional classroom—or online, on-demand courses available anytime from the comfort of your home or office.

Visit SageU.com

Webcasts

View product demos and career enhancement webcasts at no charge through the Sage Webcast Center.

View Webcasts

Engage in our online community at Sage City

get product help

Get Sage product help in the support communities.

Join support groups and ask questions, collaborate, share ideas, and solve issues with fellow customers, Sage employees, and product experts.

get business help

Get general business help in the business communities.

Get ideas about accounting, sales, HR, IT, and construction from other people in those areas and industries.

Support plans

Add a support plan—Sage Business Care

We call our plans Sage Business Care because we care about your business.

Of course, all Sage customers get answers by experienced and friendly employees. But Sage Business Care customers get access to more services and personalized attention. Find the plans available for your product.

See general support coverage

Need to know more about the coverage you already have?

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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, phone support, and an extensive network of business partners, certified consultants, and authorized training centers.

The Sage support and services team delivers an innovative advisory approach to help Sage customers better utilize and derive more value from Sage solutions.

What Sage offers

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:

  • Gain greater insight into business activities
  • Operate business more effectively by maximizing the capabilities of Sage solutions to improve business processes
  • Improve 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:

  • Optimize the effectiveness and efficiency of Sage solutions to achieve business results
  • Troubleshoot or resolving technical and non-technical issues that may be encountered during Sage software installation or use
  • Identify and recommending where additional product training would be of value
  • Determine the need and referring appropriate resource(s) to assist with non-Sage issues
  • Access Live Chat (available for selected products): Connect with a Sage Support team member in real-time. Online chat support is an excellent choice for "quick questions" and lower-complexity issues.
  • Take advantage of multiple Sage self-service support resources with access to:
    • Knowledge Management: The Sage Customer 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 support 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

Resources

Our goal is for our customers to 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's 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 team 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 accounting advice
  • Repairing data or database issues caused by user error or third party software

Please refer to the chart below for additional information and resources. For additional questions, please contact a Sage Customer Care team.

* 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.

Category
Sage Business Care service coverage
Outside of Sage Business Care service coverage
Resources
Installation & upgrades
  • Clarification of any installation or upgrade steps
  • Troubleshooting problems encountered during installation and upgrades
  • Step-by-step installation assistance
  • Local (on-site) or remote (via Terminal Services, GoToAssist, etc.) installation services
  • Consulting services to install or resolve non-Sage installation issues specific to your organization's technical environment
  • Your Sage-authorized business partner
  • Sage professional services
  • Your IT staff
Setup, configuration & data conversion
  • Clarification of what various fields and codes mean and how they are used
  • Troubleshoot problems encountered during setup, configuration, and data conversion of Sage product
  • Recommendations on usage of Sage products in your organization
  • Consulting services, such as gaining an in-depth understanding of your organization's needs and customizing your configuration to meet those needs
  • Step-by-step migration of data from your previous software version or other software solution (but see info in the "Import/Export" section)
  • Configuring third party applications
  • Creating or troubleshooting customizations (i.e. HTML, SQL scripts, triggers, etc.)
  • Training
  • Your Sage-authorized business partner
  • Sage professional services
  • Sage University
  • Your IT staff
  • For third party info, go to SagePSS.com
Data Entry / Product Operations
  • Guidance on how to fix problems created by incorrect data entry through the Sage product interface
  • Clarification of what various fields mean or processes you may find confusing
  • Troubleshooting problems encountered with data entry or product operations
  • Troubleshoot Sage product-related errors and messages
  • Analyzing your individual transactions to determine the source of a data entry error
  • Advice regarding how to code individual transactions
  • Reconciling your bank statement
  • Training
  • Assistance with data entry or manipulation outside the Sage user interface
  • Your Sage-authorized business partner
  • Sage professional services
  • Sage University
  • Authorized data repair centers
  • Your accountant
Import / Export
  • Guidance on proper format for importing data into your Sage product
  • Troubleshooting errors encountered when importing data into your Sage product
  • Troubleshooting problems encountered exporting data from your Sage product
  • Exporting accurate data from third party software or validating/formatting it for you, so that it can be imported into your Sage product
  • Creating your data definition files or mappings for data import
  • Importing data into a third party product
  • Usage and configuration questions on third party products
  • Training
  • Your Sage-authorized business partner
  • Sage professional services
  • Sage University
  • Your accountant
  • The third party software publisher
  • For third party info, go to SagePSS.com
Reporting
  • Clarification of what various reporting options mean
  • Troubleshooting problems encountered when setting up or running reports
  • Guidance on creating, customizing, or refining a basic report to meet your reporting needs
  • Guidance on basic problems encountered with Sage-provided reporting tools, such as Crystal Reports
  • Creating or designing reports for you
  • Troubleshooting problems encountered with customized reports or third party reporting programs or tools (formatting formulas, parameters, etc.)
  • Assistance connecting your Sage data to third party reporting tools
  • Training
  • Your Sage-authorized business partner
  • Sage professional services
  • Sage University
  • The third party software publisher
  • Your IT staff
  • For third party info, go to SagePSS.com
Hardware, operating systems (OS), database platforms, Internet information server (IIS), browsers, etc.
  • Clarification of system recommendations and requirements
  • Guidance on any specific configuration settings required by your Sage product
  • Troubleshooting printing errors received in your Sage product when printing is working otherwise
  • Installation
  • Configuring vendor systems (desktop operating systems, Microsoft Server and/or SQL Server, IIS, SMTP, remote services, etc. )
  • Troubleshooting stability, performance or other problems
  • Troubleshooting operating system issues – firewall, antivirus, permissions, etc.
  • Troubleshooting, installation, or configuration of your Virtual environment (Citrix, VMware, HyperV, etc.)
  • Assistance with installation or set up of email browsers, etc.
  • Assistance with printer connectivity or configuration
  • Training
  • Your IT staff
  • Your Sage-authorized business partner
  • Sage professional services
  • Your hardware, OS, database, IIS, or browser vendor
Network connectivity
  • Troubleshooting connectivity issues within your Sage product when your supported network infrastructure is otherwise working
  • Troubleshooting connectivity to a Sage hosting center when Internet connectivity is working
  • Troubleshooting internet connectivity
  • Troubleshooting other connectivity issues that exist outside of your Sage product
  • Assistance with unsupported networks
  • Installation, troubleshooting or configuration of network (WAN/LAN) security/cards/cabling/hardware/software
  • Training
  • Your IT staff
  • Your Internet Service Provider (ISP)
  • Your Sage-authorized business partner
  • Sage professional services
  • Your external vendor

Thought leadership in customer service

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Your brand is the perception of your company—and that includes how you treat your customers. During a crisis, here are some ideas on how to keep your brand promise.

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Nexus: G-WEBCD3