We receive many questions about technical phone support for Sage MAS90 and MAS200. In an effort to provide as much up front information as possible, here is a compilation of the top questions that we are asked and the answers to them.
Can we just pay you hourly, we hardly ever need to call?
No, we have learned by experience that the best solution for both client and consultant is a prepaid plan. This removes arguing over “quick calls” being billable and encourages users of the software to call with their questions without fear of excessive costs.
Does this plan include creating Crystal Reports, Visual Integrator routines, remote training, remote/on-site installation of upgrades or new modules?
No – all such work is consulting, and billed hourly whether performed on-site or remotely.
Examples of support: Questions on error messages, questions on functionality, assistance understanding MAS 90 features, review a procedure.
Examples of consulting: Creating a Crystal Report, Creating an Import Job, Installing upgrades in person or remotely, re-loading the Sage MAS 90 or 200 software, training new or existing users.
Does this plan include you coming on-site to install our upgrades or perform any other services on-site?
No. All on-site work is charged at our standard rates. In addition, the plan covers support and not consulting, upgrades (whether remote or on-site) or additional training.
If you have any questions about what is billable – please ask and we will always clarify.
Will you bill us for the plan we select?
The plan must be prepaid before it will go into effect. You may pay on this page. Service level guarantees may become effective 72 hours after payment is received.
Does your phone support plan include our Sage Basic Software Maintenance?
No. Under all plans you must continue to separately maintain a separate Basic Software Maintenance for your Sage MAS 90 or 200 software if you want to continue receiving upgrades. (as well as any additional software maintenance required by other software).
What’s the real reason for requiring a prepaid phone support plan?
We receive hundreds of emails per day and quite a few phone calls. Many times callers indicate that they didn’t want to be charged for what they perceive to be a “quick question”. Many callers expected free responses to what they deem “easy” questions.
Multiply the above by 100 to 150 clients and as you can see, free responses to technical questions is not a sustainable business model for anyone.
Even if the call is quick, we’ve spent years acquiring the knowledge. To continue to give this knowledge away through hundreds of “quick calls” is not model we can embrace.
We never have to call for support. Do we need to do anything?
If you never have to call – you will not need to be in a plan. Please note that if you require support in the future, we will refer you to our plans so you may select the appropriate level. For the last 5 years we have not offered per call support — it is all rendered under our phone support plan. All plans must be prepaid in advance.
Do we pay for support even if the issue turns out to be a product bug?
Yes, our plans provide for support which covers OUR response to issues that you are having with the software.
Can’t you have Sage reimburse you for answering questions that turn out to be bugs? Why should we pay?
The software industry operates under a model where they expect users to “accept” that there are a number of bugs present in their software. We don’t agree with it. However we have never been reimbursed by any software manufacturer for discovering a bug. Therefore we must charge for our technical assistance whether it is related to a bug or not.
What if we email you with a question – are we still charged?
Emailed cases are covered under your unlimited phone support plan.
What if you can’t resolve our problem? It is still considered a case?
Our technical support cases are responses to your requests for assistance. They do not guarantee that we will solve your issue. Technical support cases cover all types of support questions, even if the issue is ultimately a bug with the Sage product.
Are you telling us that you really don’t want to support us anymore if we aren’t a huge company?
Absolutely NOT – you should weigh your company needs prior to deciding on any consulting firm. We target companies who need quality technical support (as opposed to companies that need quality CHEAP technical support).
Will you support us even if we are not enrolled on Sage’s Basic Software Maintenance plan?
Yes, though we strongly recommend that you continue to renew this Sage maintenance plan every year as it is the only way to continue receiving software upgrades as well as the ability to purchase new modules or user licenses. Please note that your Sage Basic Software Maintenance is NOT included under our technical support plan. You must continue to pay that separately.
We have ___ subsidiaries or related companies. Will one plan cover them all?
Each plan is good for one geographic location/office. You would need to purchase a plan for each subsidiary or separate location.
If you have to come on-site to fix an issue, can we just pay for the time required.
Yes subject to the minimum fee structure outlined in the plan details.
If my company elects not to enroll in any plan, can we just call you to come on-site to fix things?
Yes. A minimum on-site fee applies as outlined in the plan details.
Do these plans include your time to install our annual upgrades?
No. All on-site time is billable. The time to install upgrades is not included under any of these plans whether done on-site or remotely.
Do these plans include time to train additional or new staff? How about if you train them over the Internet, would that be included?
Additional training is billable as consulting, whether it is performed at your office or via a remote Internet connection.
How fast will you respond to our calls?
Gold members – within 4 hours to calls properly placed to our main business line within business hours.
We are on an old outdated version of Sage MAS 90 or 200. Can you still support us?
Yes.
What if you can’t solve my problem over the phone? Will you log in remotely and look at my desktop?
Gold support includes remote Internet support via screen sharing.
What if we are unhappy with your plan?
Our refund policy is as follows:
30 days no questions asked money back guarantee on all three plans. After 30 days, pro-rated refund of unused balance.
