Support
Support is an essential service that we provide to our customers … and we take it very seriously too.
Over the years we have built up a wealth of operational experience in Sage systems as well as the PC/Server and networking environments that they operate in. Coupled with our detailed skills in accounting rules and procedures we offer a truly effective service that keeps our customers working.
The telephone is best
We believe that the best way to support our customers is on the telephone. That way we can listen carefully to their description of the issue and respond instantly. Many times we can solve the problem there and then - in minutes, if not seconds. In fact, 95% of our support queries are resolved first time.
During office hours we answer the telephone in person (no irritating answer machine) and if we promise to call back, we do. Even if it is to tell you that we’ve not got an answer yet.
Remote access speeds up fixes
Sometimes we need to get more technical information about your system in order to fix an issue. Rather than give you a list of complicated things to find out we will, with your permission, securely login to your system across the internet and find out for ourselves. We can even see your screen so that you can show us the problem if that helps. And once we’ve cracked the solution, we can make configuration changes or implement patches directly onto your system. Of course, we’ll explain what we’re doing at all stages and take the correct professional precautions, like backup copies and so on.
This approach allows us to diagnose quickly and fix problems that would have previously needed a site visit - it saves a whole lot of time and cost … for both of us.
Not afraid to travel
Of course there will be times where the most expedient way to diagnose/fix a problem is to travel to the customer site - and we are happy to do that. There is however an extra charge for this. We will discuss this with you before arranging anything so that you remain in control of costs at all times.
Hardware and network support too
Keeping your Sage system running efficiently isn’t just a matter of looking after the Sage software itself. Through our long experience of working with Sage systems we have built up expertise in managing and supporting the hardware and network environment as well.
For a complete one-stop-shop service for maintaining/upgrading your Sage system, just give us a call.
Fixed pricing makes planning easier
We have a fixed price tariff for our telephone support. That makes cashflow planning easier for you as well as us. And for that fee you get unlimited support throughout the year.
- Sage Line 100, MMS - priced per module
- Sage 200 (excluding Sage 200 CRM) - £160/module/year
- Sage 200 CRM - £75/user/year, £150/administrator/year
- EDI-Link - £495/year for the second year onwards (first year support is included in the purchase price)
- Web-Link - £195/year for the second year onwards (first year support is included in the purchase price)
- Support for Bespoke Developments - priced individually
- Hardware and Network Support - priced according to configuration
