Getting Started Support — Free for 30 Days
One benefit of your Sage ACT! software is the 30 days of Free Getting Started Support provided as part of your initial Sage ACT! purchase. Getting Started Support is designed to get you up and running with the minimum of fuss and is limited to product installation, error messages, and simple database setup or conversion. Support is available via phone for up to 30 days from the date of product registration.
Some Items within this 30 days will be charged as they fall outside the above guidelines. Please see Fee Based Support and Advanced Support Services for further details regarding this type of support.
Once that 30 day period has expired, Technical Support from Sage Business Solutions will be provided at a fee. Please see Fee Based Support and Advanced Support Services for further details regarding this type of support.
Fee Based Support
Fee Based Support is a per incident support model, for when you have issues outside of the warranty period, or if the issues you have under warranty are not related to product installation, error messages, and simple database setup or conversion.
Incidents that are not covered under Warranty Support and are included in Fee Based Support would include (but is not limited to)
- E Mail Setup
- Sales opportunity setup
- Creating groups and adding contacts to them
- Setting up synchronisation
- Transferring a database to another computer
- Setting up a mail merge
- Adding fields to a database or layout
- Building a query to search for contacts
- Customisation of toolbars or menus
- Adding users to a database
- Setting up a shared database on a network
- Errors with opening a database on a network
- Modifying a label or envelope
- How Do I questions
Fee Based Support Charges
| First 10 minutes |
AUD $50 (ex GST) |
| Subsequent 10 minute blocks |
AUD $40 (ex GST) |
Advanced Support Services
Advanced Support Services are those activities that require a higher level of technical expertise to complete. This would include:
- Synchronisation Troubleshooting
- Adding additional Sage ACT! Databases
- Installing, Troubleshooting and Uninstalling the Microsoft SQL database
- Password Recovery Services
These services are charged at a higher rate than Fee Based Incident support services.
Advanced Support Service Charges
| First 10 minutes |
AUD $100 (ex GST) |
| Subsequent 10 minute blocks |
AUD $40 (ex GST) |
Password Disclosure Service
This is a service that assists you in retrieving the password if it has been lost or forgotten. It involves a technician accessing a client’s database and determining the password/s. This service requires that you email or send on a portable disk a copy of the database to us.
Password Disclosure Service Charges
| Password Disclosure Service Fee |
AUD $100 (ex GST) |
Database Repair Service
Sage Business Solutions will make every effort to recover data from a corrupt database. It is recognised however that this may not always be possible. This service requires that the database be emailed or sent to Sage Business Solutions on a portable disk. Sage Business Solutions will then evaluate the database and determine the viability of repair. On completion of the evaluation a quote on the cost of repair will be provided. On written acceptance of the quote, work on the database will commence. The evaluation process takes time and as such is a chargeable service.
Database Repair Service Charges
| Database Repair Evaluation Fee |
AUD $100 (ex GST) |
| Database Repair |
Per Incident quote provided on completion of evaluation |
Database Repair Service limitations
Sage Business Solutions cannot guarantee the amount of data, if any, that can be recovered, Some database structure and/or record information may not be recoverable. If the Sage Business Solutions technician determines that there is significant data loss, you'll be contacted immediately. At that time, you'll have the option to cancel the job.
As each database repair is different, Sage Business Solutions cannot guarantee the amount of time spent on the repair, if the Sage Business Solutions technician determines, the cost to repair the database is higher than the quoted cost, you will be contacted immediately. At which time you can cancel the job.
If the Database Repair Service is cancelled after work has begun, you will be charged for the time taken to repair the database to that point in time.
The Database Repair service is only available for
- Sage ACT! Databases running on Microsoft SQL server
- Sage ACT! Version 6 – 2.0 for windows databases
The database must be either
- from a supported version of Sage ACT!
- upgraded to a supported version of Sage ACT!
Sage ACT! Total Care
Sage ACT! Total Care is a yearly subscription which entitles client access to unlimited support calls regarding fee based support incidents.
There are three yearly support plans to choose from:
- Single User Contract: Cost AUD$349 (ex GST) — This contract allows one (1) designated caller from the subscribing company to log support issues.
- Two User Contract: Cost AUD$550 (ex GST) — This contract allows two (2) designated callers from the subscribing company to log support issues.
- Multi User Contract: Cost AUD$649 (ex GST) — This contract allows five (5) designated callers from the subscribing company to log support issues.
- Multi User Contract Renewals: The Multi User Contract can be renewed after the first year at AUD$550 (ex GST) — If the customer does not renew an existing contract, and the customer wishes to purchase the contract at a later stage, the customer is required to purchase the multi user contract at the full price.
Customers using a version of Sage ACT! that is older than two (2) versions immediate previous to that of the current, will not be supported.