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Accounts Data Repair form - UK

Created on  | Last modified on 

Summary

This form should be used only when you can't upload data online using My Upload on My Sage.

Resolution

Important information
  • Whilst carrying out the service we seek to minimise your data loss but we can't guarantee the amount of data that's recovered
  • There are instances where it's necessary to delete some records to retrieve your data. You understand and agree to this course of action when you submit your request
  • All data processing must be suspended for the duration of the repair
  • All charges stated are per company data set
  • We can't guarantee the timescale for the repair of your data
  • We can't start the data repair unless the data is accompanied by the completed documentation
  • Before sending your data, ensure the terms and conditions have been read and accepted
  • When sending a backup of your data for repair, we require a data files only backup
  • Within your software, ensure that a password has been applied to the manager logon name. For help with this, please refer to your software Help system or the Sage Knowledgebase
  • For further information about protecting your data, see this guide
  • Please do not attach your data backup to the email as we can't accept it this way. Instead you must upload data using the Sage website. If this is not possible, please contact Sage support and we will remote access onto your computer to collect your data

 NOTE: If the upload fails, use this guide. 

Profile

NOTE: Before you send us data for repair, you must obtain an Incident Reference number from Sage technical support. To contact the Sage technical support team, please contact Sage support.

To find the software version number, from the Help menu, choose About.

To see the serial number in your software, open the Help menu then choose About.

To confirm the company name for the data set:

  • For Sage Accounts, open the Settings menu and choose Company Preferences.
  • For Sage 50 Payroll, open the Company menu and choose Settings.

Do you use Sage 50 Manufacturing (including Batch Controller, Job Controller and Manufacturing Controller)?

Do you use Remote Data Access? 

Do you use a 3rd party application that links to Sage?

NOTE: This is additional software provided by a third party other than Sage (UK) Ltd.

Sage Data Repair Service charges:
Service level No Sage Cover Sage Cover Online Sage Cover Sage Cover Extra
Standard service - 5 working days £395.00 + VAT £296.25 + VAT Free Free
Express service - 1 working day £595.00 + VAT £446.25 + VAT £297.50 + VAT Free
The following overnight and weekend services are only available by prior arrangement with Sage Technical Support.
Overnight service - 9am the following working day*

Sage must receive the data for repair by 4pm on the day of the overnight repair.

 £795.00 + VAT £596.25 + VAT £397.50 + VAT £397.50 + VAT
Weekend service - 5pm on Sunday

Sage must receive the data for repair by 4pm on the Friday preceding the weekend.

 £795.00 + VAT £596.25 + VAT £397.50 + VAT £397.50 + VAT

* Overnight repairs are affected by the number of transactions and the nature of the errors in the data. We will advise you of any changes to the expected return date.

NOTE: To complete the data repair, we require receipt of a fully completed Data Repair form and the data only backup. Upon receipt of these items, we endeavour to complete the data repair within the service level stated above.

Service required

Please choose the required service from the drop-down below:

 

Terms and Conditions of service

We will endeavour to repair the data and return it to you within the service level stated. We aim to return the data as soon as possible but may need the full fixed period during peak times and where repair of the data is more complex. It is your responsibility to ensure that the data is in order once it is returned to you. Any reliance you place on the returned data is at your own discretion.

Please note that Sage reserves the right to make changes to its prices. You will be notified of any changes affecting you. In the unlikely event that we are unable to repair your data there will be no charge for work undertaken in connection with trying to do so and Sage will have no further liability in relation to the data.

Please refer to your software licence agreement for notice of Sage's limitation of liability in relation to the software. This limitation also applies to data repair.

Information about data retention.

Declaration

In returning the above information, I consent to the collection by Sage (UK) Limited of any personal data in such information, for example, name, email address and any other identifying data, and confirm that I am properly authorised on behalf of:

For the above information to be collected by Sage (UK) Limited and used to locate and repair any damaged data. I understand that all information provided will be treated as strictly confidential, is for the sole use of Sage (UK) Limited in relation to this service and will not under any circumstances whatsoever be distributed to any third parties.