Support coverage

Sage People offers support through three key providers, Support, Customer Success, and Partners. Each offers tailored support depending on the nature of your request.

Support

  • Functionality not working as expected

  • Resolving system issues, including loss of functionality and diagnosis of error messages

  • Support in your full sandbox

  • Built in integrations

  • Creating SFTP connections

  • Answering questions about Salesforce changes

Customer Success

  • Commercial items including add-on orders and renewals

  • Arranging introductions or consultations with partners

  • Enablement

  • Creating roadmaps for your success

  • Customer advocacy

  • Support to help achieve your goals

  • Contractual, legal, and invoicing questions

Shared between Support and Customer Success

  • How to use existing functionality

  • Best practice for using Sage People

  • Guidance on reporting and data analysis

Partners

  • Training

  • New configuration and automations

  • Any modules progressing through implementation

  • Issues resulting from custom configuration outside product guidance

  • Building or maintaining custom profiles

  • Completing data loading

  • Existing automations using workflow rules, process builder, or flows

  • Custom objects

  • 3rd party AppExchange plug-ins

Not supported

  • Third party platforms

  • Data amendment or deletion

  • Partial or Developer sandboxes

  • Creating new reports or Payflows

  • Advice on HR policy or rules