This communication was sent 15 March 2024.

Notice 24-MG | 15 Mar 24

Sage 200 - #Feedback #Thanks

Dear Partner,

At Sage, we’re committed to working with you to provide our customers with the best experience possible.

The Sage 200 Support team provide second-line support to our partners, where necessary, assisting them with their customer queries and issues.

It is the responsibility of the partner to ensure that they provide adequate first-line support to their customers prior to contacting Sage, for further information on our expectations please see our Business Partner Handbook.

Digital material is available to assist you with your support incidents – Our Business Partner Checklist is a one-page guide that has links to our self-service offerings and troubleshooting resources. Further details about this and our suggested approach to support cases can be found here.

Historically we recorded #Housekeeping on cases where a partner may have not been fully prepared, hadn’t used self-service or taken significant steps to establish the root cause prior to contacting support. This wasn’t always recorded in a way that was visible via our Case Management system.

#Feedback #Thanks

We will continue to highlight areas of improvement during calls and cases, by providing feedback where we deem necessary. We also want to highlight when we feel someone has met or exceeded all our expectations.

From the 1st of April 2024, we will start recording #Feedback or #Thanks against all applicable calls and cases. This topic has been covered in a recent Sage 200 Lunch and Learn, a video is available here, and further information including a list of categories can also be found here.

Questions?

If you have any questions, please email [email protected].