Support AvailabilitySage 50 / 365 - Monday to Friday 8am to 8pm Sage 200 / 365 - Monday to Friday 9am to 5pm. Microsoft 365 / Sage Support Type Definitions| Support Descriptor | Direct | 3rd Party |
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| Definition | The Microsoft 365 has been purchased directly from Sage. | The Microsoft 365 licence has been purchased from a Microsoft Reseller. |
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| Rules | Sage will provide basic installation, setup and general technical usage, examples are in the support provided section in the table below. | Your Sage support provider, either Sage Business Partner or Sage directly, will provide assistance on connecting Microsoft 365 to your Sage application subject to you signing our terms and conditions. |
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| Tier 1 | Provided by Sage | All support is provided by 3rd Party |
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| Tier 2 | Provided by Sage | All support is provided by 3rd Party |
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| Tier 3 | Provided by Microsoft | Provided by Microsoft |
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Details on further partner requirements & expectations are available within our Business Partner Handbooks, available here. Community & Self-support optionSelf-service support is available for all Microsoft 365 plans. This includes troubleshooting tools, help articles, videos as well as forums and wikis in the Microsoft 365 community. For further information on self-service support resources, see the Help and Training service description. Microsoft 365 / Sage Tier 1 & Tier 2 Support BoundariesDirect purchase from Sage(1)
| Tier 1 | Tier 2 | Tier 3 |
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| Who | Sage | Sage | Microsoft |
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| Responsibility | First point of contact for customers for issues with Microsoft 365 . Assist the customer with installation & activation after purchase. Responsible with basic support of Microsoft 365 application included in the subscription. | Provide an escalated level of support for Microsoft 365 where Tier 1 support have been unable to resolve the issue. | Authorised Sage contacts are able to escalate an issue to Microsoft when the issue falls under one the topics below. Response times are based on the Microsoft SLA. |
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| Support Provided | Setup and on boarding. Something isn't working as expected. FAQs & Known Issues. Microsoft 365 Help Centre | Advanced installation or activation issues. Perform advanced troubleshooting: - Integration issues with Sage.
- Error messages related to product usage.
- Other issues with Microsoft 365 applications.
| New or undocumented issues. Code defects. Services availability issues within Microsoft’s control. Mass outages. Issues affecting multiple customers in multiple geographies. |
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Out of scope- How do I questions relating to Microsoft 365 apps
- Issues originating with IT infrastructure / hardware
- Tenant administration
- The creation and/or support of customised Power Automate or PowerApps.
- Sage do not offer technical support for the customisation of Power BI content, this includes but is not limited to the amendment of existing report templates along with the creation of new Power BI reports, Dashboards and Visuals - Read more >
Reseller Purchase from Sage
| Tier 1 | Tier 2 | Tier 3 |
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| Who | Reseller | Sage | Microsoft |
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| Responsibility | First point of contact for customers for issues with Microsoft 365 . Assist the customer with installation & activation after purchase. Responsible for Tier 1 support of Microsoft 365 applications included in the subscription(1). Responsible for the integration of Microsoft 365 with Sage Products. | Partner can escalate directly to Sage when they are unable to resolve a customer’s issue. The partner is expected to provided full replication steps and details of all troubleshooting completed. Tier 2 escalation is subject to maintenance of MS certification and Sage product accreditation. | Authorised Sage contacts are able to escalate an issue to Microsoft when the issue falls under one the topics below. Response times are based on the Microsoft SLA. |
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| Support Provided | Assistance with installation & activation issues. Answer basic FAQ either via the Microsoft self-service resources and/or Sage Help Centre. General account questions. "How to’s" for all Microsoft 365 Applications. Perform tier 1 troubleshooting. Support integration issues with Sage. | Advanced installation or activation issues. Perform advanced troubleshooting: - Integration issues with Sage.
- Error messages related to product usage.
- Other issues with Microsoft 365 applications.
| New or undocumented issues. Code defects. Services availability issues within Microsoft’s control. Mass outages. Issues affecting multiple customers in multiple geographies. |
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(1)Your partner may choose to provide a different level of support as outlined above. This is not monitored, maintained or governed by Sage. Additional charges may be applicable for elevated support options. Out of scope- How do I questions relating to Microsoft 365 apps
- Issues originating with IT infrastructure / hardware
- Tenant administration
- The creation and/or support of customised Power Automate or PowerApps.
- Sage do not offer technical support for the customisation of Power BI content, this includes but is not limited to the amendment of existing report templates along with the creation of new Power BI reports, Dashboards and Visuals - Read more >
3rd Party Connection to Sage
| Tier 1 | Tier 2 | Tier 3 |
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| Who | 3rd Party Reseller | 3rd Party Reseller | Microsoft |
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| Responsibility / Support Provided | As per the Reseller's Microsoft Agreement |
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Sage 200 - Microsoft PowerApps, Power BI and Power AutomateFor help and support on setting up Microsoft Power Automate and PowerApps please click here. For help and support on setting up Microsoft Power BI, please click here. If you are a Sage 200 Standard / Education customer and require further support on setting up please consult the help files or call us on 0191 479 5955. If you are a Sage 200 Business Partner and you are trying to set up the connection for Sage 200 Professional you can raise a case here. Out of scope- The creation and / or customisation of Power Automate routines, PowerApp apps or Power BI reports. Further considerations for Power BI - Read more >
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