Sage News and Discussion

Sage 100 ERP PDF showing the Silver / Gold support options

Do you know when it says ""Sage support analysts assist you and your authorized Sage business partner during the planning phase of your initial implementation and upgrades"" does that mean they will only help customers if the partner is involved?

We wish...

Here is Sage's response to my question: Hi Roberta no, it is not required that a Partner be on this call. At the same time, there are areas where we may not be able to provide certain responses such as customizations in the screen panels, reports, forms, etc. so a Partner's involvement is certainly welcome during the call (and, of course, encouraged during an actual upgrade).

What do you think ""Software Usage Advice"" means and how does it differ from a regular support case?

The PEP is supposed to track how the customer uses their software ... so maybe that has something to do with it.

Tip: SHUT OFF PEP DURING THE UPGRADE SINCE YOU DO NOT HAVE AUTHORITY TO ""OPT IN"" (default) ....

And I don't see how Sage can get only a little involved with an upgrade. It's like being a little pregnant...

Another reply from Sage: Hi Roberta I'm not certain who prepared the web page in your screen-shot, but my interpretation of ""Software Usage Advice"" is that our Analysts will offer guidance and recommendations to Support Customers on how best to leverage/maximize their software as it pertains to their business needs. This does not necessarily equate to ""training"", but might extend to suggesting additional Sage products and/or services where it makes sense for a customer to reach their business goals

LOL. I presume it's Sage's own PDF that they were looking at ... ""not certain who prepared the web page ...

yup and you would think he wouldn't have to make an ""interpretation