Sage Integrated Solutions - Home of SageTExT Applications

Our professional services team is a big part of our software solution, working with you to blend our software into your organization to meet your specific needs. Working within the best practices defined for each of their fields, they provide the human element to match your software with your business needs - creatively, resourcefully and efficiently.SageTExT team will work with you to meet your special support needs through our professional support staff or through one of our Partners. We recently have been working with Oracle FinApps and HRMS support organizations. More are being added every day!

Implementation Support

We follow a proven, 4-Phase Installation Process for our SageTExT products:

Phase I Analysis of your existing systems
Phase 2 Customization and Installation
Phase 3 Testing
Phase 4 Train the Trainer

The strategy behind the process is to first identify your unique financial and HR systems settings and how they impact the interface programs that link SageTExT with your systems. We incorporate our findings into the base interface procedures and interfaces (Phase 1). Typically, the Systems Environment Definition meeting is performed on-site, and the customizing and installation of the interfaces are performed from our offices via remote connection to the client's test environment (Phase 2). All SageTExT interfaces and web servers are configured and tuned to your operating environment and tested (Phase 3). We will create the Production installation using the test configuration and perform a train-the-trainer session (Phase 4). Additional training for trainers and administrators is offered on a per training class basis.

SageTExT incorporates an online help feature (both application and procedural) for end users as well as help desk support for administrators that can be accessed via toll free number or e-mail generated help ticket.

The typical standard SageTExT Time implementation takes 2 to 3 weeks to complete.

We can provide additional training for trainers and administrators on a per training class basis.

Operational Support

SageTExT provides on-going support and assistance through our Annual Maintenance and Client Support Programs for our Perpetual and Annual Licensees. Software updates, bug fixes and new version releases are included in this annual maintenance fee.

Our On-Line Help, available by clicking on the Help Button, is one of the best in the industry, but when you require more support SageTExT has a customer support team ready to assist. Our customer support is organized into three levels to ensure a speedy response:

* Level 1 - Phone Support

Initial triage of trouble reports received either by telephone or by e-mail. Our Help Desk is just a phone call or e-mail message away and is staffed from 8:00 AM to 8:00 PM Eastern Time during the normal business week. Special provisions can be made for support to be on-call and/or on-site on nights and week-ends for when you have special needs necessitated by your own special circumstances - such as hardware and software upgrades.

Typically 75% of the problems are resolved at this level by the Level 1 person answering questions and providing some ad hoc training. Problems that are not resolved are escalated to Level 2 Support.

* Level 2 - Client Support

Level 2, client support, is provided by our Client Technical Support Technician. This is normally the individual who has provided the initial on-site implementation support. He or she will have knowledge of not only SageTExT Time but of your organization's installation and associated accounting, HR, and payroll environments.

The resolution of problems at this level comes about as a result of increased technical and local client installation knowledge. This typically accounts for another 15% of the reported problems. Major bugs are then sent on to Level 3 Support.

* Level 3 - Technical Support

Level 3 Support is provided by our development staff. This is where reported bugs are investigated and resolved. The Level 2 & 3 personnel will work closely together to resolve, test and implement the patch.