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  • 1.  Support Cases Cost

    Posted 10-28-2020 16:45
    Does anyone know if Sage still has the option for customer to purchase a Support Case???? What is the cost??? Just for reference......

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    Lourdes Sobrino
    LU² DSD Puerto Rico
    Guaynabo Puerto Rico
    787.485.9638
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  • 2.  RE: Support Cases Cost

    Posted 10-28-2020 16:51
    I think they do.  I thought they got 5 freebies.  Just have your CC handy when calling!!!

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    Jeff Schwenk
    FORMER 90M Board Member
    Bottomline Software, Inc.
    Waynesboro VA
    540-221-4444
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  • 3.  RE: Support Cases Cost

    Posted 10-28-2020 17:16
    Moving to fixed pricing for ALL SUPPORT and would like to make sure I place my price at $1.00 under theirs.....

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    Lourdes Sobrino
    LU² DSD Puerto Rico
    Guaynabo Puerto Rico
    787.485.9638
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    Original Message


  • 4.  RE: Support Cases Cost

    Posted 10-28-2020 18:19
    Did you see this discussion on pricing support / consulting (posted after MOTM)?
    Link.
    ​

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


  • 5.  RE: Support Cases Cost

    Posted 10-28-2020 19:40
    For a few years I let people pay in advance by credit card with a min 24 hour response time from receipt of payment.

    I’ve stopped offering that and now I just have an annual plan.

    If it is a customer/prospect who knows you then you should have less objection to them joining your plan.

    People who wander the web and send inquiries almost always

    a. Are comparing multiple options
    b. Want to get a few free questions in
    c. Go with no decision or the lowest bid
    d. Have a “hidden secret” - they know the difficult part of what they’re asking and hope you’ll offer to fix it for cheaper than what they’ve already been quoted





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    Wayne Schulz - Schulz Consulting - 860-516-8990
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  • 6.  RE: Support Cases Cost

    Posted 10-28-2020 19:52
    I remember that session.... I was there too.... it has taken me this long to fInally make the conversion. I have come up with my Basic... Advanced and Premium Support Agreements.... I have a lot of my customers already signed in.... But, there are still other who call less frequently..but really for ARWAR4....rebuilds...,and simple errors.... I would like to offer those who dont sign to any of the packages an even more “costly” option if they dont sign for any of mine.... Give the per cost... compared to Sage’s per cost.. Anyway, I am sure Sage’s cost will be multiple times the local average in Puerto Rico....

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    Lourdes Sobrino
    LU² DSD Puerto Rico
    Guaynabo Puerto Rico
    787.485.9638
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    Original Message


  • 7.  RE: Support Cases Cost

    Posted 10-29-2020 19:17
    Lourdes, I think you're on the right track here. Remember that publishing that "non-agreement support call" price further enhances the perceived value of the agreement. Also make sure that the fee is prepaid, money-back guarantee, and with a response time longer than those promised in the Basic agreement. 

    I look forward to hearing about your success with these when next we meet!

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    Jerry Norman
    VP, 90 Minds
    Smartbridge Partners
    512.419.1444 x112
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    Original Message


  • 8.  RE: Support Cases Cost

    Posted 10-30-2020 12:34
    Increasingly I’m finding it’s not worthwhile to engage with companies that won’t enroll in one of our plans.

    Here’s why.

    DAYS OF OUR LIVES
    By the time I’ve checked who the partner is ( these days with the small channel there is an 80% chance you know or have some relationship with the partner ). Insert 15-30 minutes of either complaining about the partner specifically or all partners in general.

    HAVE A SEAT ON THE COUCH
    Part of this is also listening to what went wrong ( a high percent of the sob stories are known type issues ). Bad me gives the company a candid assessment of what they’re dealing with ( This, IMO, is all most of them really want and I never hear again). Unlike a therapy session these sometimes go on and on.

    TO TELL THE TRUTH
    The last major group is what I refer to as “I have a secret”. They’re never terribly unhappy with their partner but want a free second opinion or a price quote to perform some specific task. But guess what - the only real thing wrong is either the boss asked for three bids or the task being asked of you is really really difficult.


    In my view the new way to approach this is move them immediately to a plan with a money back guarantee. Most won’t take the offer. Congrats you just saved yourself hours of no fee work.

    There is literally no publisher who offers such generous per call / on-demand service. I’m convinced we should not either.


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    Wayne Schulz - Schulz Consulting - 860-516-8990
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    Original Message


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