Sage 100

I had to break down and call Sage Support today for a Bronze Plan customer and use up one of my cases. What are others doing about this new cost? This customer is on an annual Warrior support plan but it was never meant to cover Paid cases. Do you send out a separate invoice to cover the cost of the case for the support call? If so, how was it received by the customer?

I only plan to consider a separate charge for issues where the customer insists I call for something that's not really support related. ""Call and ask when Sage will support MAC"" ""Call and ask when Sage will support payroll with SQL"" If it's purely technical - I eat it or if it's a defect then it's supposed to be no cost to the VAR. Just mention to support that you are calling on a defect.