Sage 100

For those who submitted a case to Sage support regarding PU4 and problems with migration -- did you ever get a notification from Sage that the issue was resolved and that they updated the PU? I'm just curious if Sage's support notification is working because I've had one instance where Sage barely seemed able to do a search in their KB let alone flag a case as requiring followup notification to me when the bug/issue was resolved.

I did not get notified. They had closed the case because I resolved it myself. Of course I was still charged for a case.

Brian call back and mention that it was a defect and they are supposed to credit you.

Does the site distinquish between charge and non chargeable cases? Major beef in the old system. Silly me for hoping that Atlas would...

I posted awhile back that you cannot tell if it is no charge. Per management at Sage, the only way to find out is to ask an analyst to check. I was also told by someone there to make sure you tell them if you think it should be no charge or it most likely will not be set that way. I will look for the complete email and re post it here.

My questions, Sage management answers - this was the end of April. 1. It is my understanding that we each have 10 unless we are certified and then we get more but not sure how many more. Each Certified Consultant receives 10 cases with their CC renewal. These cases do roll-up to the Partner Company level. This process is currently in effect. 2. When we reference a customer who has a support plan, it does not count against us is that only Gold or also Silver? This is only for Customers who have current Gold Support Plans. 3. When we call regarding a program issue that is/is not written up is that chargeable? When the issue is known, and is available for reference in the Knowledgebase (which you can access through the Partner Portal), the case is chargeable. When the issue is known but not yet available for reference in the Knowledgebase, then we can no-charge the case. 4. When we call and the article has just not made it over to the new portal or has not been published is that chargeable? If the issue is a Defect, see #3. If the issue is not a defect, the case might be chargeable. As each case/issue is unique, this determination can be made at time of case. 5. If the analyst has set the case to no charge, how can we know that for sure? I was told that we should be able to see on the portal but when I contacted the portal help desk, they said there is no way to see that and we would have to ask support. There is presently not a way in the Portal to see if a case was set to 'No Charge'. For any specific case, a support analyst would have to look up the ticket to see verify if it was charged or not. 6. I am looking for a way to monitor how many cases each consultant has remaining on the current contract. Obviously, that is going to get very cumbersome for the support analysts to have to check but if that is the only way then I just want to be able to tell everyone that. Currently, Partners can see their plans and how many cases are available on each specific plan. At this time, there is not visibility at the individual consultant/contact level. I am following up to see what additional reporting options we can attain for the Consultant/contact level. This may take several weeks before we know for sure what can be developed I'll keep you posted as I learn more.

My understanding is the same. Supposedly if you mention that you are calling for a defect there is no charge but frankly I doubt we'd ever know if we were charged or not.

I think what we should all do is call them and go down the list of cases and have an analyst check to see how they are set. If we do that, pretty soon they will get sick of it and do something about changing the portal so we can see it there.