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Your Sage 300 is Down…Now What?
Common Support Q & A
4 Simple Steps
- Don’t Panic
- Gather Information
- Notify Your Internal Team
- Create a Support Case with BAASS
Your Sage 300 is DownNow What? Common Support Q & A 4 Simple - - PowerPoint PPT Presentation
Your Sage 300 is DownNow What? Common Support Q & A 4 Simple - - PowerPoint PPT Presentation
Your Sage 300 is DownNow What? Common Support Q & A 4 Simple Steps Dont Panic Gather Information Notify Your Internal Team Create a Support Case with BAASS Step #1: Dont Panic! Step #2 Gather Information
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Step #1: Don’t Panic!
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Step #2 Gather Information
- What’s wrong?
- What were you doing?
- Have there been updates?
- Screenshot the error message
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Step #3
Notify Your Internal Team
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Step #4 Create a Support Case with BAASS
- www.baass.com/support
- Email Support@Baass.com
- Call: 1-877-462-3648
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If I call in support, who will I speak with?
BAASS’s Triage Team
- 5 Team Members
- Collect Information
- Log and Assign Cases
- Schedule Appointments for Support
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What happens after a case is logged?
- Case is reviewed
- Scheduled according to urgency and guaranteed
response time
- Customer is notified of appointment
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Define “Support Case”…
- Troubleshooting technical issues such as
licensing errors, or your system being down
- Environment (workstation & network) issues
- Database connectivity
- Software installation issues, and workstation
installs
- Application feature review, maybe you cannot
remember how to reverse an entry
- Various Application Errors
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Licensing Error
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Running Payroll EFT Issue
Error: Applied payment records already exist. Batch only went to letter J.
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3 Company Year Ends
- Year End Preparation/Assistance
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What if I need help with…?
- System Configuration - changes to module options or setup
- Deploying new users and setting up security
- Consulting
- New module implementation
- Customization of the application logic or data entry forms
- Development of forms, reports or applications
- System Upgrade
- Support required due to a ransomware attack
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But what about…?
- Windows Updates
- Virus and/or Malware Cleanup
- Outlook Support
- Installation and configuration of printers and printer drivers
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Coming Soon…
- Payroll Tax Table Updates
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Trending in 2019
- Ransomware
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Back to the Basics
- Don’t Panic
- Gather Information
- Notify Your Internal Team
- Create a Support Case with
BAASS
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