Dear X3 HR and Payroll User,
During these unprecedented times, Sage remains committed to ensuring the success of our customers, business partners and colleagues. We are working tirelessly to ensure that we support all responsible measures to contain the spread of the COVID-19 coronavirus while minimising disruption to our operations and service levels.
To contain the spread of the virus, we are operating with a limited staff presence in our offices. We are scaling up our ability to support our customers through colleagues working from home. We will continue to be available via e-mail on [email protected] or via the X3 HR and Payroll Portal as well as through our online channels via the X3 HR and Payroll Support Hub and are providing regular updates and resources on our online portals.
Please see the Customer FAQ document that shares some details of how we are responding and the steps that have been taken in the Sage business.
Due to the number of incoming requests, we are prioritising customers with business-critical support issues. If your issue does not fall within this category, please bear with us if our responses seem slower than usual.
Kindly use our [email protected] / X3 HR and Payroll Portal and online resources X3 HR and Payroll Support Hub listed .
Please visit the “Announcements, News, and Alerts” Sage X3 HR forum in Sage City for updates
We have prepared various online support resources for you to utilise that are available. We would like to encourage the use of these channels as first-line support.
- Sage Support Hub: A central hub that shares all the resources available for each Sage product find your product here
- Sage City: Join industry peers, certified partners, and Sage pros online 24/7 for fast answers through forums, articles and product information by clicking here
Preparations you can make to continue to run your business during uncertain times:
- Set up a Virtual Private Network (VPN) so that your users can access the company/business network , as well as make sure your windows Remote Desktop Protocol (RDP) is accessible from this workstation.
- Make sure all user’s have tested that the above can and will connect to your business specific network
- Supply the URL link (which is client specific) to all X3 HR and Payroll user’s- and test run the log in using an external device
- Supply the Portal / ESS linking to all staff and test accordingly using an external device
- If any of the above can not be tested or you need assistance in doing so please contact your L1 Support channel (The IT department or Business Partner)
- If further assistance is needed , encourage L1 to contact the L2 Channel on [email protected]
If you are unable to find the answer you require on our digital platform, please make use of our assisted digital help options.
Kindly note due number of incoming requests, we will be prioritising all queries and addressing all business-critical queries as soon as possible while sharing Knowledgebase articles for queries that can be solved with our online resources.
We greatly appreciate your patience as we work through this situation.
Kind Regards
X3 HR and Payroll Support Team