Sage 100

What has been your experience with Sage 100cloud customers who want to make a change to their subscription? Recently I was told all changes to subscriptions go through http://go.sage.com/ERP_SubscriptionCancellation . Which I directed the customer to use to make changes to their subscription. Sage kicked two of my customer's requests back to me - one of which was to make a change in the bundle that the customer is using. My understanding is/was that once a customer is on 100cloud that all subscription changes have to be initiated directly by the customer with Sage and not the partner. Have I misunderstood something or has this changed? Sage did lower the user count and remove the CRM / Fixed assets via the customer request over the link. But they apparently refused to lower the bundle. This was a customer who took advantage of the promotion to move from perpetual to subscription. At the time they did this we spotted several problems with the included modules and Sage advised that we could not change anything until renewal. Now it's t-minus about a month to renewal and it's looking like a hassle to make these changes. If Sage dings this customer's card with a wrong amount they are going to flip their s* and I'll probably lose a consulting customer.

I still try to bird dog my customer changes. Seems to be the only way to get it done. And even then, there is a lot of back and forth. Sales ops have a steep learning curve and they aren't even close to the top yet. Back in January, I asked who (at the client) received the authorization form to purchase two additional license. Client had not received it yet. They responded ""I don't know"". You have to look on the portal to see. Client had five people listed, 4 were no longer with the firm.

With changes to a 100c subscription, (adding users for example) I email the client, ask them to reply with authorization by email and forward that to Sage. It makes reconciliation a bear later, wheh there's no doc to get their subscription amount off of.