The Sage People are here to help!

Overview

With a collective 350 years of experience within Sage solutions, we are here, ready to deal with your queries and support issues. We have someone for every Sage 200 solution ready to give expert advice and support. 

Our team of experienced consultants, have one purpose in mind: to provide the highest quality of service offering complete value for money. Always at the end of the phone, we are more than happy to assist in any way we can, whether it’s a systems issue, a functional question, process advice, or training request. Our team is here to help.

Sage People support

What makes The Sage People so different to other Sage partners?

In short, we put our customers first, and with a policy of openness and honesty, we look to provide the highest standards of support. Our customers enjoy levels of support and advice that are unmatched within the industry, enjoying technical help and help to innovate their business processes. 

We feel we can improve the user experience of most Sage 200 solutions within the Sage community.

What you get with The Sage People support package!

Customer Relationship

Unlike other Sage Business Partners, our Relationship Managers are not paid commission and look after our customers’ interests without the pressure of achieving sales targets. 

Our Relationship Managers look for regular customer meetings to keep our customers fully informed of software enhancements and updates along with legislative changes within our supported solutions. 

They are also responsible for relaying back customer requirements back into The Sage People ensuring a regular flow of information and feedback between The Sage People and our customers. Your Relationship Manager will be totally responsible for managing your relationship with us, ensuring that you receive a first-class service and the levels of support you expect.  

An expert support team

We feel that our support team is one of the best in the Sage Community, so you can be assured of prompt and informed resolution to your support call. 

We offer different levels of support to match your industry requirements and have dedicated partners who provide hardware and EFT support to the same exacting standards as The Sage People.,

SEVERITY/PRIORITY
Critical
High
Medium
Low
Service Request
SLA Achievement
90%
85%
80%
80%
n/a
Average Response
20 mins
21 Mins
1 hour
4 hours
24 hours
Average Work Around
45 Mins
2 hours
4 hours
n/a
n/a
Average Resolution
2 hours
3 hours
8 hours
24 hours
n/a
Communication
Phone/Ticket/Email
Ticket/Email
Ticket/Email
Ticket/Email
Ticket/Email
Definition
System is non-responsive or complete loss of access to data. Users cannot log into the system Users cannot use a specific function.
System is running but degraded performance or intermittent response. Time-critical business function out of action or malfunctioning.
System is running but malfunctioning non time-critical business function.
Customer impacted but able to perform role with a viable workaround.
Customer requires training or consultancy time from The Sage People.