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Developer Services - Support Boundaries

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Summary

Details of the support boundaries for Developer Services

Description

This article outlines the topics covered by developer services as well as those that are not supported. The list is not exhaustive and is subject to change.

Support queries for developer services can be submitted via case manager and email.

Resolution

What is supported?
  • Advice on accessing and setting up SDK tools
  • Potential issues or defects with SDK
  • Reproducing or integrating with existing functionality
  • Advice on how to isolate an issue for troubleshooting/debugging
  • Integration and/or customisation using SDK
  • Report Designer API
  • Sage 50 SDO
  • Sage Business Cloud Accounting API*
  • C# and VB.net are supported languages
  • With Sage CRM, we will also support Javascript/Jscript, jQuery and classic ASP and client-side scripting (Sage CRM .NET API only supports C#)
  • Web APIs for Sage 200 Standard and Sage 200 Professional*

NOTE: * - For Web APIs, we do not support any specific languages, we only support the endpoints. We do not support the implementation, troubleshooting or debugging of applications which consume the API programmatically.


What is not supported?
  • Installation queries - these are supported by our Technical Support Teams
  • Functionality questions - these are supported by our Business Partners or your Sage support provider
  • Information available through self-service options such as in-product helpfiles, Sage Knowledgebase, support website etc
  • Basic troubleshooting as outlined in this handbook
  • General development queries which are not specific to our SDK
  • Bypassing business logic for direct data/SQL manipulation
  • Debugging your application for you.
  • Producing code examples which require no specific knowledge of the SDK
  • Producing code examples for non-developers
  • Unsupported or incompatible operating systems/environments
  • 3rd party add-ins.
  • Report Designer
  • ODBC connections/queries
  • IIS/Web Service Technology or WCF (with the exception of our example WCF solution).
  • Sage modules that do not have an SDK e.g. Sage 200 Manufacturing.
  • Web screen creation/amendment/deployment for Sage 200 Standard/Sage 200 Professional

In cases of incidents that we do not fully support we encourage you to make use of the forums to interact with other Developer Programme members, who may have solutions for you.


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