Sage 100

Sage Knowledgebase. Sage support acknowledged that only the top issues have been transferred to the new knowledgebase since it would take too much effort to transfer everything and they didn't want to clutter up a new database. Thus, they expect more calls to support. Which, of course, takes more of our time and allows Sage to force everyone to Gold support. The support rep did suggest we post our concerns on Sage City so I guess those who want a real on-line knowledgebase will need to make their voices heard.

If the same bugs hadn't been dutifully carried from version 3.7x I would start to guess that maybe Sage was eliminating the old KB entries just to force those on outdated/unsupported releases to become current. However what was a recurring bug in 3.7 seems to also be a recurring bug in 4.x, 201x.

I am on the phone with them now and the person I talked to said that the new KB only includes articles and information on NON-retired versions. Someone made an Epic Bad Decision ... so many of the articles posted from these ""old"" versions still apply to current versions. If y'all wanna complain - email km@sage.com!

I just tried to do a search on the KB and got an ""you are not authorized"" message. It also had a on very slow response time. What an aggravation.

I can't get in at all - message says it's down for maintenance.

If they've only transferred top issue KB articles how will calling into Sage Support make a difference? I thought they used the same KB and if not, that means the old ones still out there and perhaps we can get a hold of it.

The old ""InfoSource KB"": http://infosource.sagesoftwareonline.com/infasp/search.asp. Not sure on the date this one was retired to upgrade us to something much less useful so it doesn't have the latest issues, but it has proven much more useful to me in the past several weeks!

Thanks @BarbRippberger, I was referring to the one in between that old KB and the latest one. If they migrated from this 2nd KB to this 3rd KB then perhaps the 2nd KB still exists at least for Sage Support techs.

I know that ""really old one"" has been circulated, but happened to be on there checking for something (go figure) and thought I'd mention it. Unfortunately I have no idea on the one in between, but I would guess it has to be out there somewhere too - ugh!

I agree with Jane, ""Epic Bad Decision"" and am thankful they have not shutdown the InfoSource KB as we use it regularly for its more effective search engine. It is unfortunate they haven't left the one they just retired up until they have the new one functional. For me, the portal seems to work but the KB has so far not provided any useful results. 0 Thank goodness for 90 Minds.

Yes, grateful that the Infosource KB is still available and also wish that they would have left the just previous version available for us. Wah :(

My recent experience in trying to create a support case placed me on hold for 45 minutes before I finally hung up. They can't be encouraging us to call support with this lack of service, yet the KB has become virtually useless compared to what it was. IMHO, They are totally underestimating one of the reasons we have stuck with the product! Timely support should be a goal, not considered a hindrance or impediment to profits.

It's getting tough to tell what Sage's goals are. At one time they did strive for better support times, articles, etc. In my mind the tide of the old Sage went out and the new Sage started washing in all around the time when Sage forced the premium support onto customers. In my view it's been mostly downhill since.