Busy season is coming - get to know your support options

As year-end approaches, now is a good time to get familiar with the various support options that are available to you. Some options are even available 24/7.

Plan ahead as the last week of the year and the first week of January tend to be the busiest times of the year.  

If you are on a version prior to 2020 plan time to upgrade now prior to year-end.  Currently only versions 2020 and 2021 are supported and will be the only releases with tax table updates.  For more information regarding updating see How to upgrade to the current version of Sage BusinessWorks

Support options:

  1. Visit the Sage City resource page.  the Sage City resource page is your one-stop shop for everything Sage BusinessWorks related.  On this page you will find links to:
    • Inquire - takes you to the Sage City page
      • Find assistance from other product users by posting your questions on the forums
      • Search the blogs to see if your issue is a common call generator
      • View featured videos
    • Solve - takes you to the Sage KnowledgeBase page
      • Find information anytime 24/7
      • Access to most of the articles support uses 
      • Find resolutions, product updates and video tutorials
        • Tips for using the Knowledgebase
          • Select Sage BusinessWorks (not a specific version) as your Product from the Products --> drop down
          • Type the desired search term in the box “Search the knowledgebase”
            • We suggest using short search terms for the most complete list of results
            • To find video tutorials search for Videos – we have many short tutorials on how to do functions within your Sage BusinessWorks product.
        • Downloads can be found by selecting My downloads in the top right corner (downloads require a login to the page prior to locating the download)
          • Before you can access your downloads you must login to the Sage Knowledgebase using your user ID and password. The login button will be located in the upper-right corner
          • Don’t remember your password? After clicking login choose the option to reset your password.
    • Learn - takes you to the Sage University page
      • These classes are free for all Gold plan customers. Call 1-800-447-5700 and select Option 2 for Sales and ask for a quote to upgrade your current Sage Business Care Plan to the Gold support plan.
        1. Log on if already registered or if new to Sage University select Create your Profile.
        2. Once you have logged on go to the ‘Sage product training’ section and click on the ‘Select a product’ link.
        3. Select Sage BusinessWorks in the ‘Accounting Solutions’ section.
        4. Select View all in the ‘Training Subjects’ section.
    • Connect - takes you to the Live Chat page
      • Chat with an analyst
      • Able to provide links to articles that may assist with the resolution of your issue or if necessary, schedule an appointment (a support plan with cases remaining is required for a callback)
    • Submit - takes you to the Customer Portal page
      • Manage your account
      • Create a new support ticket
    • Center - take your to the Year-End Center page
      • Provides links to articles that will assist with year end processing
      • Includes a document on year-end tips
  2. Visit the Live Chat page by selecting Chat, Sage Live Chat within your Sage BusinessWorks product
  3. If you have a Gold support plan you can schedule an appointment online.  Reply to this post and we will provide you an email with the instructions on how to schedule a Gold appointment.