Sage Software Support Plans for Sage MAS 90 & Sage MAS 200
Sage MAS90 and Sage MAS200 Support Policies and Details
Bug Policy
- Every program has bugs, Sage MAS 90 and Sage MAS 200 notwithstanding. DSD will assist with all problems, including those that have their origins in MAS 90 and MAS 200 programs; time spent in this effort is still billable.
- DSD will, however, absorb the time required to fully document the issue, and submit it to Best Software for correction.
- Time will never be billed for the resolution of problems related to a bug in current-version DSD Sage MAS 90 and Sage MAS 200 Enhancement software, and such calls will be handled on a priority basis.
Response Time
- We understand that calls for support vary in their urgency. Therefore, our support system asks you to tell us how urgent the situation is. Our Preferred Plan targets a 0-4 hour response time. If your problem is urgent, ask the receptionist how long the queue time is, and if you need a call back sooner, we will do our best to accommodate.
- On average, we return calls within 2 hours; some days it may be shorter and some days it may be longer.
- If the call is related to a previous (unresolved) call or problem, it will be handled on a priority basis.
- If the need for support is related to a bug in our programming, or other DSD error, the call will be handled on a priority basis.
Hours of Operation
- Regular Support Hours: From 8:00am to 5:00pm Pacific Time, Monday through Friday.
- After-Hours: After-hours support is also available on an emergency basis. The number for the after-hours answering service is 619-699-0441. Support on weekends from 8am to 5pm, and weekdays from 5pm to 8am, are billed at $225. Later hours, and holidays, are billed at $275. There is a one-hour minimum.
Remote Repair
- Because we do not have to travel to your office, we can answer your question, or fix the problem in a fraction of the time required to make an on-site support call (for example, no travel time charges). We prefer using the Internet for support and offer a desktop streaming service to view and remotely operate your system.
- For desktop streaming Internet support, you need to have high-speed (DSL, T-1 cable modem) Internet access for the PC that required support.
- If Internet access to the PC is not feasible, we can use PCAnywhere 32 and a modem. You must install PCAnywhere 32 and a modem for this option. We recommend a dedicated telephone line if this option is selected.
Travel
- Travel is billed at $2.50 per minute, one way from the DSD Main office. Travel to destinations outside of San Diego County is billed both ways.