Sage 100 SLAs: Training, Support, and a More Valuable Sage 100 Experience
DSD offers a simple and affordable program where routine issues and errors requiring support with your Sage 100 system can be provided for. Under our Service Level Agreements (SLA’s) clients get access to benefits and covered services which you can learn more about below.
DSD Sage 100 SLA Benefits
We strongly believe that for anyone using Sage 100 as their primary business accounting application that the Premier or Basic plan makes sense for many reasons, including:
Fixing the annual cost of what for most clients are essentially required services that you already use (or should be using).
Scheduled events for improving user skills and system optimization which are often overlooked or deferred.
Priority response for support. This is especially important if you use Sage 100 Payroll and for any support needed during the December – January peak support call time period.
Get reliable assistance from our team of Sage 100 consultants for support-related matters without any concerns about time and material invoices popping up.
Sage 100 SLA Services FAQs
What type of support can I expect?
We offer support over email along with telephone and remote support. Telephone and Remote Support (Support) is defined as assistance via telephone, email, or remote access to Client’s system(s) in an effort to:
• Fix program or data errors encountered during normal operations.
• Troubleshoot issues associated with customizations, printing, imports, exports, or reports.
Clients are entitled to an UNLIMITED NUMBER of Support cases for the duration of this agreement.
Response Times (Business Hours) for Support Vary by SLA Chosen: Premier < 4 Hours | Basic < 8 Hours
NOTE: Response times listed are MAXIMUM, typical response times tend to be significantly quicker.
What happens if I need support outside of normal business hours?
From time to time, business requirements may impose additional demands for support outside normal business hours. This support is charged at a rate to be determined at time of signing with a minimum one-hour charge. As DSD does not maintain a dedicated after-hours support team, after-hours services are not guaranteed.
What are system reviews and why are they beneficial?
Sage 100 systems can store vast amounts of data. While often highly desirable, large data files often have significant negative consequences for system performance and reporting. DSD’s System Review Service will assist in identifying potentially “purgeable” data, archiving data before purges, run utilities to remove old and stale backups, and recommend solutions to ensure your system is operating efficiently.
What type of training do I get access to?
DSD may periodically offer training classes on specific modules or system functionality. This training requires a per-attendee registration fee that varies from event to event. If you are unable to attend one of our classes or prefer to schedule a specific 1:1 training with one of our consultants, each training voucher can be exchanged for a 1-hour or less training session depending on the topic.
DSD also hosts the annual Sage 100 Year-End Training Series which you can attend for FREE as an SLA client. These live courses cover topics including 100 Processing, Payroll Processing, and Period End / Year End processing. These courses come with in-depth manuals and Q&A sessions to ensure your year-end closing is smooth and stress-free.
What services are NOT covered by the DSD SLA?
The following activities are expressly NOT covered by this agreement, and will be billed separately under our normal terms of engagement:
- Software products or implementation services of any kind, type, or nature.
- Sage and/or any third-party Subscription or Maintenance agreements.
- Support on DSD Enhancements if not on current DSD Enhancement Maintenance.
- On site visits for any reason (except covered System Review visits above).
- Hardware or operating system support, including network connectivity (including wide-area networks, VPN’s, Terminal Services, Citrix, or hosted), printing or network security issues.
- Any “Training”, defined as explaining, demonstrating or coaching any employee in system functionality that exceeds 15 minutes.
- Custom reports, development, customization, or significant modifications to existing reports or system.
- Development, testing or deployment of any new import or export functionality.
- Installation of any new software or module or any upgrades to same.
- Installation (remote or otherwise) of any add-on product.
2023 Service Level Comparison
We offer two different SLA’s including a basic version and a premier version. Below you can see the different service levels and the benefits that come with them along with a comparison to not having an SLA or T&M (Hourly).
Service Levels and Benefits
Premier
Basic
T&M (Hourly)
Unlimited Telephone & Remote Support
Guaranteed Response Time (Business Hours)
< 4 Hours
< 8 Hours
< 16 Hours
Annual System / Planning Reviews (per year)
2
1
$495 each
Product Updates
2 per year
1 per year
One Hour Minimum
Video Training, Tips & Tricks
Links provided
Links provided
No
Training Vouchers (per year) – Class or Personal
4
2
$50-$100 pp per webinar
