Support & Service hours

SOLVED

Here is the latest announcement.

"As a valued Sage customer, we are always looking for ways to improve your experience with our products and services.

After careful consideration, we have made the decision to adjust our hours of live Support and Service for Sage HRMS. This change in Support and Service operating hours will allow us to better align and maximize our Sage HRMS resources with the times that you need them the most.

What this means for you

Starting December 6, 2021, our Support and Service hours will change to Monday through Friday, 9am ET through 7pm ET."

My question is how will reducing Support and Service hours at the end of the year "better align and maximize our Sage HRMS resources with the times that you need them the most."?

Top Replies

  • Hi ,

    We were able to determine there is a greater need to have staff aligned to the earlier hours based on our analysis of Sage HRMS chat. It was clear that customers and partners were not contacting…

  • +1
    verified answer

    Hi ,

    We were able to determine there is a greater need to have staff aligned to the earlier hours based on our analysis of Sage HRMS chat. It was clear that customers and partners were not contacting Sage HRMS customer support via chat in the last hours of the day. We will staff the team across less hours to better engage during the times when customers and partners contact us the most.

  • 0 in reply to KathleenF

    So are you saying that by reducing the time by one hour per day, you will move those reps that normally staff from 7:00 to 8:00 pm to earlier time slots?   

    So now if we go on to live chat and it gets escalated to an in person appointment, there might be an appointment available on the same day?  Or is it more to provide live chat support reps?

    I don't mean to sound skeptical here but year end can be tricky and if an update blows things up, a traditionally busy week becomes almost unbearable.

  • 0 in reply to Pam127

    Hi yes we will be moving the reps that normally staff from 7 to 8pm to earlier time slots. The time slots for escalated appointments are not changing, as the last appointment has always been 6pm ET.