Customer Support Procedures Sage X3 North America

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1 Customer Support Procedures Sage X3 North America Updated: February 14, 2016 Group plc or its licensors. All other trademarks are the property of their respective owners. Page 1

2 Table of Contents CONTACTING SAGE X3 SUPPORT... 3 HOURS OF OPERATION... 3 GUIDELINES FOR SUBMITTING A SUPPORT CASE... 4 SEARCHING THE KNOWLEDGEBASE... 5 DOWNLOAD PRODUCT UPDATES AND NA ADD-ON UPDATES... 7 SUBMIT AN ONLINE SUPPORT CASE... 9 VIEW EXISTING CASES UPDATE EXISTING CASES PRIOIRTY DEFINITIONS CASE STATUS DEFINITIONS SAGE CITY COMMUNITY FORUM SAGE IDEA AND ENHANCEMENT SITE APPENDIX A: PERSONALIZATION VERSUS CUSTOMIZATION Group plc or its licensors. All other trademarks are the property of their respective owners. Page 2

3 Introduction This document details procedures for creating support cases, downloading product updates/patches, searching the Sage knowledgebase, accessing Sage City forums, and submitting enhancement requests. The information in this document is subject to change at any time without prior written notice. Requirements for contacting Sage X3 Customer Support Authorized Contacts: Sage X3 support requires users to be on the company s authorized contact list. Support contacts must be trained on Sage X3 before initiating contact with support. Support cannot assist in training end users on product usage. You can find information regarding Sage X3 training and certification at Sage University or you can contact us at Contacts can be added or removed from a company account by requesting a contact change request form from the Sage sales admin. (SalesA@sage.com) Version Requirements: To ensure that your version of Sage X3 remains fully supported, you should keep it maintained with the most current software updates and patches. Refer to the Sage Knowledgebase article KBA for the version Support Maintenance Calendar. Contact Support by Telephone and Online Support Resources Telephone: The Sage X3 direct support line, , is the preferred method when creating support cases for time sensitive or business critical issues. Before calling to create a new case, please have your e 10-digit company account number (starts with 400) and the Sage X3 version / product update numbers ready. The support analyst will need this information to open a new case. If you need to call back on an existing case, only the 10-digit case number is required. Customer Support cases always start with 800. (E.g ) Standard Support hours: Monday through Friday, excluding holidays 9:00am to 8:00pm Eastern Time 6:00am to 5:00pm Pacific Time Online Support Resources: Support cases can also be created and updated anytime by logging into the Sage Support site. An authorized contact must create a login for the Sage support site to create or update tickets online. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 3

4 Guidelines for submitting a support case Sage Customer Support will make every effort to assist in resolving issues and answering questions that fall within the scope of product support. Sage X3 Customer Support Services provides support for the Sage X3 product as it relates to the following general categories: Software issues: including errors, data irregularities and defects Documentation: issues or questions Technical/Functional: issues or questions Determining needs: and directing to appropriate resources when appropriate Types of Support Cases that are NOT supported: Customizations to the product: Sage Support Services will not assist in creating or troubleshooting. Environment issues: like hardware or software, network, server or operating system issues. Training: Contacts must be trained before contacting support. Install walkthroughs: Sage Support Services will answer questions and assist with troubleshooting specific issues. For more specifics on Support Topics covered by your Sage Business Care plan, review our general support coverage located HERE. Sage Knowledgebase: The Sage Knowledgebase gives you 24/7 access to support articles, product documentation, the latest software downloads and updates, as well as trending hot topics and videos. It is located at If after checking the Sage Knowledgebase you are unable to locate the resolution to an issue or an answer to a question, feel free to contact us via phone or open a new case online. The following pages outline the steps to Log in and navigate the Sage Knowledgebase. The Sage Support site Search the Knowledgebase The Sage Knowledgebase can be accessed from For access to the most current knowledgebase articles and product downloads, click the Log on text in the upper right corner then click the drop down text to log on. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 4

5 1. If you do not have a log on account, click Sign up for a Portal Account. If you do enter your username and password to log on. Log on assistance is available via chat if needed. If you selected Sign up for a Portal Account, select the radio button next to I am an existing Sage Customer You will need your Sage Customer Account ID. Complete the log on information form. Return to Logon page from Step 1 and log on. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 5

6 2. To search the knowledgebase, enter key words then select X3 from the Products drop down to only search X3 articles. o The click here for search tips has good information about using the Knowledgebase. The following pages outline the steps to find and download X3 versions and product updates. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 6

7 Download Product Updates and NA Add-on Updates Extreme Caution is advised when applying product updates. In-depth knowledge of systems and customizations implemented on your system are required or you could render your system unusable. At minimum you should have attended Sage X3 technical training and pass the Technical Consultant course from SageU. It is recommended that you shadow Sage Professional Services or your Sage Business Partner on one or two updates before proceeding on your own. If you choose to proceed, it is recommended that you first apply product updates in a TEST environment and then fully verify system functionality is as expected. Make sure to have a verified, current backup of the system before applying product updates to a production environment. Read all READ ME and Installation documents thoroughly. Select the My downloads link at the top right of the main Sage Support site page. If you own more than one Sage product, select one to proceed. The My Downloads link will only be visible if you are logged on the Sage Support site. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 7

8 Current version releases and patch update releases will be listed on the Downloads and updates page. The links lead to Download type knowledgebase articles that may have additional information or may link to related downloads. The following pages outline how to submit a support ticket online Group plc or its licensors. All other trademarks are the property of their respective owners. Page 8

9 Submit an Online Support Case If you do not find your answer using the Sage Knowledgebase, submit a support case either by calling support or submitting your case online. To submit online: 1. Select the orange Case button located on the right middle of the page. NOTE: Sage X3 Support currently does not have Chat support. Please ignore the Blue Chat button. 2. Select Submit a customer support case in the middle of the screen. 3. Select the Product that the support case is against. All Sage products you own will be displayed in the drop down list. 4. Select the Question Category that best matches your issue or question. 5. Select the Sub-category that best matches your issue or question. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 9

10 6. Select the Service Contract for the support case being entered. In most cases, only one Service Contract for Sage X3 will display. The Service Contract identifies the type of maintenance contract you have purchased from Sage and if there are any limits on the number of cases you receive. Gold Plan: Unlimited cases Silver Plan: Limited number of cases* (5) *Cases submitted for product enhancements or confirmed product bugs will not reduce your number of cases. Please ask the support analyst you worked with to designate the case as Free of Charge. 7. Enter a Subject. Provide the exact error message or a succinct description of what you are experiencing (40 characters in length). Include your patch level at the beginning of this field (for example p26 ). This will help support determine if your issue has already been corrected in a more current patch. If an URGENT need, please enter the text URGENT or CRITICAL in the subject line. 8. Enter a Detailed Description. The Detailed Description should contain information on details of the issue and note the Priority within the body of the description. Steps to duplicate--what steps did you take to get to the issue encountered? (step 1, 2, 3...) Explain priority or urgency--for example, a reporting issue may be considered a lower priority, but if you must provide your financials to the bank tomorrow or auditors are onsite, then that would indicate a "high" or "urgent" priority. Indicate how often the issue is happening--every time, intermittently, or is this the first time. Indicate who and how many--on/all user(s), one/all workstation(s), one/all transaction(s). Indicate if there are customizations in the area of problem and, if so, what they are. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 10

11 9. Select the Module that most closely resembles the area the case pertains to. 10. Select the Version of the software you have installed. 11. Add Attachments to better explain and demonstrate the problem. Click the Attachments button. Click the Browse button and then select your document. Click the Attach button. Include screen shots of setup screens. Include screen shots of full error message(s) or informational messages showing the screen and function where you are seeing the problem. Include ALL error messages if multiple are received in a row. Include copies of reports with selection criteria. If importing, send the import file and indicate template used. If modified template, indicate what changes were made. 12. Click the Save button once you have completed entering the case information. Once the case is submitted, your 10 digit support case number will be displayed on the screen. Please keep this for your records or for follow-up questions. Note you will not receive an automatic containing this information. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 11

12 13. Click the Done button. The following pages outline how to view and update existing support tickets Group plc or its licensors. All other trademarks are the property of their respective owners. Page 12

13 View Existing Cases Viewing existing cases is found under the same location where submitting a support case is done. 1. From the Knowledgebase main page, select the Submit a customer support case link under the Manage Cases section. 2. A page titled Sage Customer Portal will display. Select Case History under the Manage Cases tab to view previously entered cases. Once Case History is selected, a list of cases for the current contact will display. The list can be viewed differently by sorting the columns, selecting a specific date range, or selecting all cases within the organization. 3. Click the case number link to open and view notes. In the Case Notes section, you will see additional notes from the support analyst working your ticket. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 13

14 Update Existing Cases 1. To add additional notes or attachments to an existing case, click the Update button on the selected case. 2. Enter your new notes in the Additional Info block. Click the Attachments button to include a new attachment. 3. Upon completing the notes and/or attachments, click the Submit button to log your update. 4. Your case will add an update to the Case Notes. This will automatically send an to the support analyst assigned to the case to inform them of your update. 5. Select the Done button to confirm the transmission. Notice in the screen below, the case status has changed to Updated by Customer. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 14

15 Priority Definitions Priority Level Critical High Medium Low Definition Reserved for System Down. Pertains to a production system not operational and users not having access. The software is operational but the problem is causing normal business flows to not operate at optimal levels. Workarounds are available but not conducive to daily operations. The software is operational and a workaround can be used until problem is resolved in a patch or future version/upgrade. Minor issue, little to no impact to software functionality (minor reporting issue, typo, etc.). This priority can also be used for enhancement requests. Issue may or may not be corrected or incorporated into product. Case Status Definitions Status New Work-in Progress Updated by Customer Pending Customer Reply Technical Escalation Fix Pending Closed Resolved Closed Cancelled Definitions Initialization of a new online case. No action has been taken. The case has not yet been assigned to a support analyst. The support case is assigned and the support analyst is actively researching, testing, resolving the issue, or a KB article is being authored. The support case has been updated online by the customer and awaiting review by the assigned support analyst. Waiting for customer action. Support is waiting for the customer to provide information such as screen shots, reports, import files, error messages, or data to further evaluate the issue. This status triggers an automated reminder which is sent on day 1 and day 7. If no response has been received by day 8, the case status is automatically changed from Pending Customer Reply to Closed- No Response. Support validation by a subject matter expert before setting the ticket to Fix Pending and moving it toward R&D. Issue is either being validated for, or awaiting, a fix. Support case is resolved and no further work is necessary. A support case is cancelled if a customer resolved the issue with no assistance from support, no support was given, or a duplicate support case was created. The following pages outline how to use the Sage City Community Forums Group plc or its licensors. All other trademarks are the property of their respective owners. Page 15

16 Sage City Community Forum Available 24/7, your online community is the best place to ask questions and share product experiences, tips, tricks, and suggestions with colleagues as well as industry and product experts. In addition, you ll find the latest blogs and videos, as well as the most current information about your Sage solution. Sage City requires a different Log on and password than the customer portal: 1. Go to and click on Join or Sign In in the grey navigation bar in the top right corner. 2. To Sign in, enter your address (which will be your Sage City login moving forward) and Password. 3. To Join, select the Join here link. 4. Go to Sage City Help ( for information on joining forums, searching for and posting information, and joining subscriptions. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 16

17 Sage Idea and Enhancement Site Suggest ideas for improving the X3 product, collaborate on suggested enhancements, and most importantly - vote on the ideas that you value the most. It is important to search existing suggestions for your idea and vote for that one if it has. Votes add weight to the suggestion and give them higher visibility. You should add to the comments in the existing ideas to individualize your experience and business need for the enhancement. 1. Log into Sage City 2. Select Support > Sage X3 3. Select Ideas from the menu ribbon 4. To search for existing ideas, enter keywords in the Search field or Browse idea categories. Note: To search a specific phrase, add quotes (for example: "pick list") 5. If you do not see your idea listed, click the New button and select a category that fits the request. 6. In the Idea field, enter a brief description of your idea. 7. In the Description field, enter the following information, if possible: 8. Add Tags if you like. Enough detail to help others understand the idea Who would want the idea? Why it's valuable to them (the business reason) How it could be used How this differs from other ideas or existing features (if necessary) 9. Ignore the Status and Status Notes fields as they are for Sage Internal use. 10. Click the Post button. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 17

18 APPENDIX A Personalization versus Customization If you do not know whether or not your question or issue is within the scope of support based on your certification, please contact Customer Support. The team will investigate and help you determine who can assist. Personalization Defined A personalization is defined as anything that utilizes the Sage X3 administrative toolset to modify the system. Workflow and User Defined Inquiries are examples. Sage X3 provides administrative tools to allow someone to modify the system in way that does not directly affect the core data dictionary (table, screen, window or function definitions). These tools are covered in the System Administration training course. Only someone who has been trained should attempt to perform personalization s because, although they do not directly affect the data dictionary, they can alter system functionality. Examples include: Workflow UDIs Views Import/Export Templates User security (Roles, Menus, Profiles, Activity Codes) Transactions Sequence numbers Support s Role for a Personalization The complexity of a personalization often dictates its supportability. When support receives an issue asking how to setup a personalization we can assist. However, complex business requirements and difficult or time consuming tasks are considered billable and you may be directed to engage the Sage Professional Services Group (PSG) or your Sage Business Partner. If referred to PSG, a Statement of Work (SOW) must be completed before any work can commence. Customization Defined that utilizes the Sage X3 development toolset to modify the system. Screen or table changes are simple examples. The complexity of a customization is based on the type of function being modified and to what extent. The Sage X3 toolset often dictates that complexity. For example, if you want to add a new field to a screen and have it saved to a table, sometimes it can be as easy as adding the field to the table and screen and having the Sage X3 object automatically manage the data. However, things are not always that simple as often times the table could be a secondary table that is not automatically managed by the Sage X3 object and would then require additional programming to manage the data. There is a set of pre-defined rules that need to be followed when making customizations. These are covered in the Development training course. Examples include: Screen changes Table changes Data Types Functionality changes Complex workflow Interfaces including complex EDI processing Support s Role for a Customization Based on the description of the issue it is sometimes possible to determine how difficult a customization would be either to create or fix. Often times support asks for additional information, including screen shots of error messages, before being able to make that determination. As a rule, all customization assistance is considered billable. However, support may offer advice for low complexity items. For more complex customizations, you will be directed to engage the Sage Professional Services Group (PSG). If referred to PSG, a Statement of Work (SOW) must be completed before any work can commence. Group plc or its licensors. All other trademarks are the property of their respective owners. Page 18

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