This communication was sent 04 February 2022.

CRM, 200 Manufacturing, Project Accounting & Business Intelligence support changes

Notice 22-DX | 04 February 2022

Dear Partner,

At Sage, we’re committed to providing you with excellent customer service. To continue to provide you with the level of service you expect, we’re changing the way we provide the service for the following:

• CRM
• 200 Manufacturing
• Project Accounting
• Business Intelligence

The telephone lines will be closed for the above modules and you will be able to continue to access our technical support with queries via Case Management, your ticketed service from within your My Sage account.

What this means for you?

From 7 March, to access the technical support team, you must log the full details of your query as a ticket from within your My Sage account. One of our expert technicians will then pick this up and respond to your case, ensuring the level of support you receive is not impacted. You will be able to view the resolution of your case as well as any historical cases within your My Sage account.

When you log a ticket, you can leave details of your query, so we’ll be able to get to the heart of the matter quickly, freeing your time up to concentrate on the things that matter to you.

What's next?

The Business Partner Handbook has been updated to reflect these changes. You can access the BP Handbook here.

Critical Cases

If you have a case that would be deemed as Critical according to the BP Handbook guidelines, please continue to raise these cases by calling our support team on 0191 479 5933. Select option 2 for technical support, then option 1 for Sage 200.

Questions?

You can find guidance and support materials through visiting our Help Centre and BP Handbook. Alternatively, please speak with your Partner Account Manager.