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 first-line support prior to contacting Sage. For further information on our expectations please see our Business Partner Handbook.
Digital material is available to assist with your support incidents – further details about this and our suggested approach can be found here.
Please use our Business Partner Checklist, which is a one-page guide that has links to our self-service offerings and troubleshooting resources.
We will continue to highlight great case handling or opportunities for improvement during cases.
From the 1st of April 2026, we will start recording #Feedback or #Thanks against all applicable cases.
Any feedback which has been delivered during the lifespan of a case will be added to the Description field. It will be prefixed with #Feedback to make it easily identifiable via Case Management and it will fall into one of the categories listed below.
The intention of adding #Feedback or #Thanks is to educate our partners on how to manage support queries more effectively in the future or thank them for handling a case effectively and efficiently.
#Feedback #Thanks fall into the following categories, multiple categories maybe logged against a single case, and further verbatim details may be added where appropriate.
Ringing for support on a version that has passed the End of Support date or a product that is no longer supported - See more information here.
For example ringing for a customer who is linked to a different business partner.
The partner was seeking assistance for something beyond our support boundaries.
Any requests to change the current function should be logged via the Ideas Portal, and planned future enhancements can be viewed on our Road Map.
The call/case was for a different department, for example, a licensing query which should be raised by emailing [email protected] or [email protected] depending upon if the query is for a new/expired or existing license query.
The partner wanted to feedback on the help files, Feedback should be submitted to [email protected].
The answer to the question or issue can be found in our self-service offerings and was easily obtainable. If there was a valid reason why the information was not found steps will be taken to improve the documentation rather than provide feedback to the partner.
The partner has not completed a sufficient level of troubleshooting prior to making contact.
Unable to provide a full error message, version details, business impact, or other expected information about the query or problem.
This could fall into the following categories.
The partnership and individual are accredited, but the knowledge in the subject area is not at the expected level to be able to support customers effectively.
The partnership is accredited, the individual may be referred to an accredited individual within their organisation.
The partnership is not accredited for a particular aspect of Sage 200 or their accreditation may have been suspended or revoked, they will be referred to their Partner Account Manager.
Calling the Support Line for Case Management only modules/products this would cover the following:
Report Design Queries / CRM / Project Accounting / Business Intelligence
Developer Queries (including installs on own system, functionality, and developer support queries)
High or Critical cases should be raised by phoning the Sage 200 Technical Support team on 0191 4795933.
Raising cases with the wrong severity in an attempt to expedite a response.
The partner has already raised a case but doesn’t mention the case and hasn’t followed any of the previous advice given. This could also cover scenarios where multiple people raise the same problem as they are unaware that it has already been done by a colleague.
If we ask for additional information or require confirmation that a proposed solution has worked, we will keep a case open in order for the partner to provide the relevant update. We will close these cases after setting a deadline if we do not receive a timely response, as we would assume that the problem\query has been resolved. On occasions, a case may be opened by a partner at a later date which causes unnecessary delays in proceedings and resolutions being provided.
Cases where the partner had not carried out due diligence and put the customer data or system at risk or risked avoidable downtime/problems. Examples would be running scripts or correcting data on a live site or upgrading a site without testing first.
The partner’s behaviour was deemed to be unprofessional and/or unacceptable. An example could be abusive or aggressive behaviour towards a support colleague.
We will provide feedback on cases where we feel the case has been handled effectively and efficiently.
The partner provided the information needed for you to answer the query or progress the case.
It was evident that the Partner really cared about the customer and championed their cause.
We are looking to improve consistency, historically we may not always have had a consistent approach to recording and delivering feedback.
Our Website, Knowledgebase, and Help Files are mobile-friendly.
We are a second-line support team, if you have no access to the internet by any means then your first point of contact for help should be your own support team.
It is essential that you control interactions with your customer and manage their expectation based on the information provided in the Business Partner Handbook.
We have processes and guidance in place that is the most efficient way of getting to the root cause of the customer's query/problem. Bypassing them is likely to lead to delays and duplication of effort.
A lot of work has gone into trying to make our digital offer as concise and accessible as possible, but we will always strive to improve, and we welcome constructive feedback.
Click here for tips on using the Known Issues database - As a general guidance search using key points rather than a long string of text.
We continue to improve our digital content to be as concise and accessible as possible. We welcome your feedback to help us improve this further for you.
Sage support primarily uses information from the same sources that are available to our partners.
If you have exhausted the help files and our digital content, then you should approach your accredited/experienced colleagues if you need assistance with first-line support queries.
Our service levels are outlined in the Business Partner Handbook. Cases will be updated within these time scales. The information you provide when creating a case (e.g. Business impact) determines the priority assigned and the timescales updates will be provided.
This article outlines our suggested approach, the Business Partner Checklist is a one-page guide on how to approach a support query and the Business Partner Handbook gives further information.
Establish the facts.
If the software is working as expected but not how the customer would like then consider if there are any alternative settings or processing routes; if not guide the customer to the Ideas Portal to log a request to change the functionality.
If the software isn’t working correctly then check the Known Issues Database and Knowledgebase, if the problem hasn’t been reported before then you will need to troubleshoot to establish the root cause and investigate further from there.