Effective 11/1/2019 it appears that in order to use a Sage case and have it count against the customer you will need to have the customer on the line with you. It also says that the customer can open a case with Sage directly but I'm unsure if that means through the web or if the customer calls separately and gets a case number which you then call back on.
It's likely Sage is changing to thwart consultants who may have taken advantage of them by registering cases against their customers who rarely call or a customer who has Gold ( unlimited ) support.
Certified Consultants are presently entitled to 10 cases per year.
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Wayne Schulz - Schulz Consulting - 860-516-8990
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