Hourly Sage MAS 90 and 200 Telephone Support Services
Hourly Support Services are available via our toll-free support line, fax, or email and cover the modules in your Sage MAS 90 or Sage MAS 200 ERP system and related software published by Sage Software, Inc.
In order to use this service, your company must be a BasicService+ (Kissinger "Reseller of Record") customer. Hourly Support Services are available to Reseller of Record customers that have elected not to purchase a GoldService+ or SilverService+ Support Plan.
Hourly telephone support charges must be paid at the time of service via a credit card number and expiration date presented to the Kissinger business office. Credit card information may be presented to the business office when support is requested (but before service is delivered), or it may be presented to the business office in advance to be kept on file for this purpose. By providing credit card information in advance, the amount of time required to obtain service when it is needed is
reduced, since the credit card information will already be approved and on file. Alternatively, you may elect to be invoiced and prepay from 1 to 10 hours of support for the same purpose. This invoice must be paid in full prior to service delivery,
either via company check, credit card, cash, or another approved form of payment. Support charges are invoiced and payment applied daily. You may request a statement of charges to date at any time.
Incoming support calls are routinely serviced immediately, however, technical support response time targets are within one (1) business day of the initial call. Support professionals are available from 8am to 5pm, Eastern Time, Monday through Friday‡, via our toll-free support number. GoldService+ and SilverService+ customers receive priority service over hourly support customers.
In order to receive remote dial-in service (when necessary), you must have a dedicated or dial-up connection to the internet or install Symantec’s pcAnywhere™ remote access and file transfer software on the your system. Using one of these two options ensures that Kissinger Support can access your system if necessary to address support issues that would be most effectively solved using this technique. pcAnywhere can be purchased directly from Symantec (www.symantec.com) or through most software catalog retailers.
Please Note:
To receive Hourly Support Services, your system must be operating at a Sage Software supported level.
Please note that while we do offer training and consulting services, these services are not included under this agreement - they must be purchased separately. In addition, to address a problem with your hardware or operating system, you will need to contact the suppliers of those products for support.
Hourly Support Services do not include coverage for Kissinger enhancement software or third party products purchased from Kissinger. Separate support plans must be purchased in order to receive support and subscription services for these products.
Charges incurred as a result of purchasing support services by the hour cannot be applied to the purchase of a GoldService+ or SilverService+ Support Plan.
‡Excludes standard business holidays.
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