What is a Support Case? #saleslogix

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If you are a customer with five support cases (Sage Business Care Silver plan) or five after hours critical support cases in addition to unlimited regular cases (Sage Business Care Gold plan), then knowing what a “Support Case” is can help you make the most of your Sage Business Care investment.

One of our main goals is to provide self-service resources that allow you to find answers when you need them. These include this Community, as well as the knowledgebase, downloads and documentation available through SupportOnline.

But at times you may have a situation that requires more than what’s currently available at your fingertips. That’s when contacting Sage SalesLogix Support is of greatest value.

A Case is an opportunity to work directly with the Sage SalesLogix organization to research your question or issue, big or small. The Support Team has direct access to:

• Advanced troubleshooting experts with many years experience diagnosing issues in a wide variety of customer environments that include SQL Server, Oracle, various Windows Operating Systems, LAN clients, Web clients, synchronization, centralized environments, and distributed environments, seat counts from three to thousands, and many versions of Sage SalesLogix , among other components.

• New knowledge articles still in the pre-publication status.

• Defect databases and status.

• Sage experts in product management, quality assurance, development, learning services and professional services.

• Sage senior and executive management.

Also, we’re available to work with you for as long as it takes to provide an answer to your question, a resolution to your Sage SalesLogix issue or a plan of action to address whatever challenges you are facing.

If the answer to your question or problem can be found through self-service, your Support Analyst will point you to it so the next time you have a similar question or challenge, you know how to find the answer yourself as soon as you need it.