Working with Sage Customer Support (Sage 100 ERP and Sage 500 ERP)

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1 Table of Contents Who Can Call Sage Customer Support... 2 When To Call Sage Customer Support... 2 When To Call Your Sage Business Partner... 4 How to Fast Track Your Case... 5 Escalating an Issue with Sage... 6 Sage Code & Data Fixes... 6 Product Enhancement Requests... 8 Contacting Customer Support Management... 8 Page 1 of 8

2 The following policy has been established by the Sage Customer Support department in an attempt to help resolve your issues in the most expeditious manner. Sage Customer Support is most effective at troubleshooting and resolving cases that arise in current version of the software, or from problems in our standard program code. See section below titled When To Call Sage Customer Support. When issues arise in retired versions of the software or due to customizations or enhancements written by outside developers or Sage Business Partners, Sage may be limited in its ability to resolve the issues. In those situations, you should contact the outside developer or Sage Business Partner directly for support. See section below titled When To Call Your Sage Business Partner. All customer installations must remain current on the latest software release and product update to take advantage of the latest available product fixes. Failure to do so may result in delayed resolutions as well as unnecessary down time and loss of productivity. It is the responsibility of the developer, Sage Business Partner, or Customer to implement Sage product updates, or incorporate individual program hot fixes on customer systems in a timely manner. Neither Sage Customer Support nor Engineering provides on-site services. Customer requests for on-site services and/or customizations of the Sage 100 ERP or Sage 500 ERP applications may be submitted to one of the following: Sage 100 ERP: Please contact your Sage Business Partner Sage 500 ERP: Please contact your Sage Business Partner, or request Sage Professional Services Group services through your Sage Business Partner using the following link: mmdpsg.sage.com Who Can Call Sage Customer Support A certified Sage Business Partner with an active PartnerCare agreement. A Customer with an active Business Care maintenance and support agreement. Callers must be listed on the Sage Business Partner or Customer s authorized contact list with Sage When To Call Sage Customer Support After you have checked the Sage Customer Portal to see if the issue you are experiencing has already been reported. You have documented the steps in an attempt to reproduce the issue or error on standard, non-modified Sage 100 ERP or Sage 500 ERP code. Page 2 of 8

3 You are on a supported product version with the most current product update released by Sage. You have documented the hardware/software/database profile of the system in question. When To Call Sage Customer Support, continued The server and workstation hardware/software/database profile meets or exceeds Sage 100 ERP or Sage 500 ERP minimum requirements. For instances of data corruption: o If there is a way to correct the data through the application front-end user interface, then Sage reserves the right not to create a data fix. Front-end updates are the preferred and safest means of correcting your data and ensuring data integrity. o Where data corruption occurred as a result of Sage programming: Sage 100 ERP: Sage will assist in demonstrating how to use Sage 100 ERP utilities to repair data where corruption occurred as a result of Sage programming. Sage 500 ERP: In cases where corruption has occurred as a result of Sage programming, Sage will repair the data by providing either a front-end update or data fix. Data fixes will be certified and tested on the customer s software version with the latest product update released. Customers who cannot apply the latest product update for their software version should contact their Sage Business Partner to retrofit and test the fix back to the customer s product version. o If the corruption is found to be caused by a program issue that has been resolved in a current version of the program and the Customer is still on an older but still supported version: Sage 100 ERP: Sage will assist in demonstrating how to use Sage 100 ERP utilities to repair the data in order that the Customer can upgrade to the corrected version. Current versions include the latest product update. Sage MAS 500: Sage will repair the data by providing either a front-end update or data fix one time. No further fixes for the same issue will be approved until the customer applies the fix or product update that resolves the issue. Data fixes will be certified and tested on the customer s software version with the latest product update released. Customers who cannot apply the latest product update for their software version should contact their Sage Business Partner to retrofit and test the fix back to the customer s product version. o If the cause of corruption relates to a customization or 3 rd Party product or add-on not developed by Sage, or relates to back-end changes made by the Customer or Sage Business Partner: Page 3 of 8

4 When To Call Sage Customer Support, continued Customers and/or Sage Business Partners will be referred to their Sage Business Partner or 3 rd Party developer to affect repairs to the SQL or Providex tables. o If the cause of corruption cannot be determined: Sage 100 ERP: Sage will attempt to determine the cause of corruption and will demonstrate how to use Sage 100 ERP utilities to repair the data to the extent possible; however, it is essential that the System Activity Log not be purged. Sage 500 ERP: It is the responsibility of the Customer, Sage Business Partner, or developer to demonstrate that the issue is not caused by the custom code by recreating the issue in standard, non-modified Sage 100 ERP or Sage 500 ERP code. It is essential that the Sage 500 ERP Audit table (tcidbactivity log) not be disabled, truncated or purged. Sage Business Partners or developers are responsible to provide data fixes if the cause of the corruption cannot be attributed to standard, non-modified Sage 100 ERP or Sage 500 ERP code. o The Sage Business Partner may choose to engage Sage Professional Services Group (PSG) for assistance using the following link: mmdpsg@sage.com When to Call Your Sage Business Partner The error or issue is due to customized code or a 3 rd party product or add-on. The error is not reproducible in demo data or non-modified Sage 100 ERP or Sage 500 ERP code. Consistent steps to duplicate have not been identified. You are not on a supported product version and/or choose not to install the latest product update released by Sage. o Find supported version information using the Supported Versions link on the Sage Customer Portal: From your My Products Site Home page, click the Support Home Page link in the Related Links section of your Sage 100 ERP or Sage 500 ERP web page Browse to the Documents section and click the Supported Versions link o Note: Before updating a customized installation, check with your Sage Business Partner or 3 rd Party Provider to avoid overwriting customizations and ensure compatibility. Page 4 of 8

5 Customer or Partner has modified data directly in the database or SQL or ProvideX files Sage 100 ERP: When creating or working with Custom Forms or Reports Sage 500 ERP: You have turned off, edited, or deleted the audit trail, and you can not turn on the audit trail and reproduce the issue or error. How to Fast Track Your Case There are several steps that a Partner or Customer can take to fast track a resolution. Below are a few suggestions. Check the Sage Customer Portal to see if the issue you are experiencing has already been reported. Note: An active Maintenance Agreement is required to access the Sage Customer Portal. o Search the Sage 100 ERP or Sage 500 ERP product knowledgebase to determine if there is a resolution or workaround to the issue you are experiencing. o Review the release notes for your product s product update to see if your issue is resolved in either forum. If the issue has already been reported, you will have on-line access to the Engineering status of the issue (date for resolution, workaround, etc.) via the Sage Customer Portal. If the issue has not been reported, use the Cases Submit a New Case menu selection and provide as much information as possible, including but not limited to the following: o Product version o Product update version. o Operating system versions: workstation/s, and Terminal/Citrix, SQL, Application, and Web servers (if applicable). o Error messages (exact wording). o Exact steps to duplicate the problem on standard, non-modified Sage 100 ERP or Sage 500 ERP code. o Screenshots o Reports and forms (if applicable). o SQL profiler traces (if applicable) Sage 500 ERP performance issues, or issues that surface in modified or customized environments, please use the SQL 2005 Performance Dashboard utilities, Quest tools, or a similar tool of your selection, to identify the root cause of the problem. o If the root cause is determined to be related to standard, non-modified Sage 100 ERP or Sage 500 ERP code, please submit a new case from the Sage Customer Portal and attach your trace or performance analysis log for review. Page 5 of 8

6 Customers or Partners with a down system should call Customer Support at (800) Escalating an Issue with Sage Sage takes escalations very seriously; therefore, we have formed an escalation team that reviews Very High and Critical issues on a regular basis. The following outlines the steps for creating an escalation on the Sage Customer Portal and provides general insight to the escalation process. For online escalation of Very High or Critical issues, use the Case Escalation link on the Sage Customer Portal. When the CS Manager receives a request to escalate, he/she may contact you directly to ensure Sage has obtained all of the facts surrounding the escalation. If deemed necessary, the CS Manager may coordinate a recurring meeting with the Sage Business Partner and customer to review escalation details. The determination to conduct these meetings is made by the severity of the escalation and the business impact to the customer. Customer accounts that are placed on the escalation list are monitored on a regular basis by management until all parties agree the issue is resolved. Typically, the CS management team works directly with the Sage Business Partner to resolve customer issues unless otherwise requested by the Customer. Sage Code & Data Fixes Sage strives to offer high quality software releases while continuing to provide you with exceptional support and service. To meet this goal, Product Management, Engineering, and Support adhere to several policies and procedures for prioritizing and managing the delivery of code and data fixes. For product quality and the success of your business, it is critically important to ensure that our Sage Engineering and QA teams have sufficient time to develop, test, and deliver a fix that resolves the reported issue correctly and works successfully in the customer s database. All customer installations must be on a supported product version and the latest product update because development of program fixes is reliant on foundational code contained in each update. This allows: Page 6 of 8

7 Sage Code & Data Fixes, continued Sage Engineering to develop and deliver a quality fix in the shortest possible timeframe and help minimize potential risk and impact to the customer s business. Customers to take advantage of functionality and improvements to their software as part of their maintenance and support agreement service. The following outlines Sage s internal process for prioritizing, managing, and delivering code and data fixes for the Sage 100 ERP or Sage 500 ERP product lines. 1. Customer / Partner contacts Customer Support to report issues occurring in standard, non-modified Sage 100 ERP or Sage 500 ERP code and provides exact steps to duplicate 2. Customer Support must be able to verify and duplicate the issue 3. Customer Support documents the steps to duplicate issue If the issue is not a defect, CS creates a knowledge article and posts it to the knowledge base. If the issue is determined to be a software defect, CS submits all documentation to the Engineering team 4. The Defect Review Committee meets weekly to prioritize defects and schedule them for resolution based on: Severity of the Issue Business impact Numbers of customers affected 5. The customer / partner is notified of the projected date of delivery for the fix. ETA delivery dates are provided under a good faith estimate. 6. QA must be able to verify and duplicate the issue 7. The defect is assigned to an Engineer for code review. The Engineer works through the program code or data (if applicable) to locate and resolve the problem. 8. Once a defect or data fix (if applicable) is resolved, the fix is processed through an Engineering code review. 9. Once the fix passes the Engineering code review and tests successfully, the fix is bundled and delivered in one or more of the following ways: Code Fixes: The revised code is submitted for bundling into the product update. Note: Not all defects can be bundled into a product update due to the complexity of the resolution. Those that cannot be resolved through a product update are reviewed for consideration for the next software release. Hot Fixes: Hot fixes may be created and delivered for Severity 1 and 2 issues for customers who require an immediate fix and cannot wait for the Page 7 of 8

8 product update, and in most cases are not packaged into an installer. Specific instructions for installation are provided. Sage 500 ERP Data Fixes: Data fixes are delivered to the customer / partner for acceptance testing before implementing into production environment. Note: Issues requiring a data fix may be cumulative in nature. Continued work in the data may compound or recreate the reported issues until an associated code fix is applied. Product Enhancement Requests As a Sage customer, you have an important role to play at Sage, and we are listening! Submitting product enhancement requests gives you an opportunity to help influence the future improvements and features that are considered for your Sage 100 ERP or Sage 500 ERP product, and we ve made it easier and faster than ever for you to your share ideas! Use the links below to visit our interactive, self-service Sage ERP Solutions idea management website now to view the latest and hottest enhancement ideas, as well as requests that have been completed or planned for the near future. It s never been easier! Once you register, you will be able to: Submit new enhancement requests Check the status on existing enhancement requests Vote for enhancement requests that you would like to see in a future product release Sage 100 ERP: Sage 500 ERP: Submitting your own enhancement requests ensures the requested functionality meets your business requirements and provides our Product Management team with the information they need to contact you for further information if we have any questions. Contacting Customer Support Management Still have questions? Our Customer Support Management Team will be happy to help you. From the Sage Customer Portal, find contact information for the Customer Support Management team by clicking the Support Home Page link in the Related Links section of your Sage 100 ERP or Sage 500 ERP web page, locate the Contact Sage Customer Support section, then click the Customer Support Management link. Page 8 of 8