Sage 200 Support - Dial Ins

This article is a guide to dial ins which have been set up between ourselves (Sage200 Support) and you (Sage Business Partners).

From the 1st of August 2018 failure to follow the below information could result in the dial in being cancelled.

Dial Ins

Any dial in arranged, will receive an email appointment from the support team to confirm the time and details of the dial in.

If you do not receive an appointment,  this means the dial in is not confirmed and may not go ahead.

Once the dial in is arranged it is your responsibility to;

• Ensure you are connected to the customer before our technicians call.
• Ensure that the issue is replicable in the live or test environment.
• The PC we will be connecting to will allow the install of the WebEx App.

The technician will try to call at the pre-arranged time, they will attempt to call 3 times over a 15 minute period. If they are unable to get in touch, the dial in will be cancelled and will need to be re-arranged.

Any change of the dial in time or information needs to be notified to the technician 24 hours prior to the dial in.

Cancellations

If you need to cancel the dial in, we ask that you try to give at least 24 hours' notice and give a valid reason for the cancellation.

During the Dial In

We expect that you will be present throughout the whole dial in. If this is not possible we would recommend re-arranging to a time that you can be present.

Permission will need to be given by the customer for the dial in to go ahead. No changes to live data will be undertaken, instead we may provide advice on how to test this offsite to minimise risk to the customer.