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Sage CRM - Support Boundaries

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Summary

This article outlines the support boundaries for Sage CRM and details key resources for Business Partners and Developers.

Description

The Sage Customer Services and Developer support teams have recently seen an increase in development related queries concerning Sage CRM, and we’d like to take this opportunity to clarify the support structure and direct you to the most appropriate resources. 

Resolution

UK Developer Support 

The UK Developer Support team provides assistance for: 

  • Sage 200 SDK and API 
  • Sage 50 Accounts SDK 
  • Sage 50 Payroll SDK 

 NOTE: We do not provide support for Sage CRM development, including customisations, integrations, or use of its APIs.   

For Sage CRM Development related queries, support is provided: 

  • By your own internal development teams 
  • Via the official Sage CRM documentation 
  • Through collaboration with other partners and developers in the Sage CRM Community 

Key Developer Resources for Sage CRM 

  • Sage CRM Help Centre & Developer Documentation: Your main resource for technical guidance. We recommend reviewing the sections on Developer Help and RESTful, .NET, and client-side APIs.
  • Sage CRM Community: A valuable space where developers and partners share insights, solutions, and best practices based on real-world experience. 

UK Sage Customer Service 

The UK Customer Support team provides assistance for: 

  • Sage CRM installation and registration.
  • System administration as defined in the System Administration help. 
  • Core Sage CRM functionality as defined in the User Help. 
  • Basic on-screen customisation delivered through the user interface. 
  • General troubleshooting advice limited to Sage CRM and its related services.

General Sage CRM Support 

As a Sage Business Partner, you are the first point of contact for your customers using Sage CRM.

As a L2 support team we encourage you to carry out initial troubleshooting and investigation before escalating any issues to the Sage customer support team. This helps ensure a smoother experience for your customers and allows support teams to focus on more complex or product specific cases.

  TIP: Please see our Business Partner Handbook for our expectations of what troubleshooting should be completed here.

We appreciate your continued engagement and encourage you to keep reaching out with questions related to the products we directly support. For Sage CRM-specific queries, we hope the above resources help you find the answers you need more efficiently.