Establish the facts

A customer may believe the software is not working properly but it may simply be a matter that it is not working as they would like or not configured correctly for them. 

Find out what they are doing, and why they are doing it; gain an understanding of the process they are using and what the desired end results are.

Gather information

• Obtain the version of Sage 200 and any other relevant applications where appropriate (such as OS, SQL, Microsoft Office).
• Gain an understanding of your customer's setup, e.g. RDS, Virtualisation, and hosting.
• Document any replication steps that can be established.
• Gather in full any error messages that may be presented within the application, and gather and review the Sage 200 log files.
• Discuss the Business Impact of the problem with the customer.

Use your resources

• Utilise our self-service offerings, including the Help Files, Help Centre, Known Issues Database, and the Community Hub.
• Use your system with demo data to establish what the expected behaviour is or to confirm the problem.
• Create a test company, using the customer data before investigating the data or testing functionality locally to mitigate any risks on the live system. 

If the software is working correctly then consider if there are any alternative settings or processing routes; if not guide the customer to the Ideas Portal to log a request to change the functionality.  

If the software isn’t working correctly then further investigation will be required.

Troubleshoot

Establish the Root Cause of the problem using our Troubleshooting Flowcharts or Step-by-step guides.

The Business Partner Checklist

The Business Partner Checklist is a one-page guide to approaching a support ticket and meeting our expectations. The checklist provides:

• Links to all our self-service offerings.
• Link to troubleshooting aids (via the Root Cause Analysis section).
• Quick reference to the information you will be required to obtain prior to raising a case or calling the Support Team.
• The correct method to use when contacting Sage.

 Further information can be found in the Business Partner Handbook