General Consultant Discussion

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  • 1.  Sage Support Hierarchy

    Posted 09-02-2020 19:35
    It seems like I have seen a document that lists the hierarchy to escalate support cases. Is anyone aware of such a doc that may list the path to have cases escalated to the next level or be able to pick up the phone and call that person or department? Most recently I needed to escalate a case that the customer had a direct email to the support advisor (from a prior case) opened up and for one can't see the case notes or for sure that a case was properly created by the support advisor. So they haven't given the customer the warm and fuzzies on when or if a solution is coming even though they professed it was a Sage issue. This is keeping the customer from upgrading and been open for way too long. We reached out to the account manager who reached out to the support person and suddenly this person can involve their manager and director to see if this can be worked on ASAP. I think if I had some type of chart I may have been able to do something before the customer was beside themselves ready to leave Sage for good.

    Thanks in advance!

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    Kelly Sappington
    DeRosa Mangold Consulting -Sr. Implementation Specialist
    Elkhart IN
    254-265-6736
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  • 2.  RE: Sage Support Hierarchy

    Posted 09-03-2020 11:10
    I call back on the case number and find that generally works to followup. I'm not aware of any other way except posting in Sage City which seems to catch attention because it's a lesser-used resource and Sage seems to receive some type of alerts when people post there.

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    Wayne Schulz - Schulz Consulting - 860-516-8990
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  • 3.  RE: Sage Support Hierarchy

    Posted 09-03-2020 12:27
    This is a good question for when we have Sage presenting an insider webinar... or perhaps ask for escalation guidance on the Partners section of Sage City.  I recently had Sage close a case on me with no communication (until the "how did we do" survey), which is a bit frustrating.
    It's good to know that Sage is paying attention to how Support works with the recent video (Moira posted a link yesterday), and now is the time to get our feedback to Sage about pain-points.

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    Kevin Moyes
    Technical Systems Analyst
    Munjal White Consulting Co.
    Toronto ON
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    Original Message


  • 4.  RE: Sage Support Hierarchy

    Posted 09-03-2020 17:38
    I seem to no longer be authorized to access the Partners section of Sage City.  Writing to "the mayor".  Anyone else no longer able to access it?

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    Barbara Goldstein
    Sr. Consultant
    DSD Business Systems
    San Jose CA
    800.627.9032 x221
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    Original Message


  • 5.  RE: Sage Support Hierarchy

    Posted 09-04-2020 08:22
    It shows a "leave group" button for me, so I am concluding from that I am authorized.

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    Rhonda McNamara
    Customer Success Manager
    Stewart Technologies, Inc.
    rsm@stewarttechnologies.com
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    Original Message


  • 6.  RE: Sage Support Hierarchy

    Posted 09-04-2020 12:26
    @Barbara Goldstein, I am able to get to the partners site, but there was a time earlier this year when I could not. I had to go several email rounds with The Mayor to get it resolved. ​

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    Karen O'Lane
    Accounting Systems, Inc. (ASI)
    Fresno CA
    803.252.6154 x242
    559.577.4142
    90 Minds Treasurer
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    Original Message


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