General Consultant Discussion

RE: November 1 new case methodology. If you start a case, and Sage has the answer in their KB, but it's not published, is this justifiable action to get a case marked ""no charge""? I don't see anything published from Sage on this.

I have always found that it depends on how much you enjoy arguing. About 10% of the time the support person will offer that it's no charge without my asking. Another 25% I have to ask and it's granted. The remaining 65% is just a battle. This is only my personal experience - others may have had vastly better (or worse) experiences. It seems to largely hinge on the tech you get and their willingness to make the allowance. Followed this type of issue to Sage a few times one year and management fought me tooth and nail and required that each case be individually reviewed.