Sage People support coverage

Sage People Support will investigate and resolve issues where product functionality doesn't behave in line with our documented or expected behavior.

This includes:

• Errors, defects, or unexpected system behavior

• Functionality not working as we describe in Sage People documentation

• Regressions or changes following a release

For guidance on how to use Sage People, configure features, or understand expected behavior, we recommend using our self‑service help center content by product area: Home - Product Area

We designed these resources to help you understand standard product behavior.

Sage People Support will diagnose and resolve system issues the Sage People platform causes, including:

• Error messages or system failures

• Loss of functionality

• Features not working as you expect due to a platform issue

This includes issues affecting core Sage People components such as the HR Portal and WX.

When a system error occurs, Support will investigate the underlying cause. We'll work to restore normal service where the issue is attributable to the Sage People platform.

Troubleshooting before raising a case

For known issues, common error messages, or initial troubleshooting steps, review our troubleshooting guides before raising a support case.

These guides can help you:

• Understand common causes of errors

• Resolve issues more quickly through self‑service

• Identify whether we expect the behavior or it requires Support investigation

Troubleshooting guides.

Sage People Support assists in full sandbox environments to help safely reproduce, investigate, and validate issues that relate to standard Sage People functionality. We do this without impacting your production environment.

Support assistance is available only in full sandboxes. We don't support partial or development Sandbox organizations for investigation or troubleshooting purposes.

Sage People Support assists for issues relating to Sage People’s standard, built‑in integrations and connections. This is where the issue originates from the Sage People platform.

Support will investigate and diagnose problems where a built‑in integration isn't behaving as you expect due to Sage People functionality, configuration, or platform behavior. Issues that external systems or third‑party services cause themselves are outside of Support’s scope.

Examples of supported built‑in integrations include:

• Sage People built‑in integrations

• SFTP connections you create within Sage People

• Broadbean

• Docusign

• Microsoft Teams and Microsoft 365

• GoAnywhere

• Sage People Payroll

• Single Sign‑On (SSO)

Where we identify an issue as originating outside of Sage People (for example, within a third‑party system), Support will help confirm this. We can recommend engaging the relevant provider.

Sage People Support provides guidance on Salesforce platform changes where they impact Sage People functionality or behavior.

Support can assist in understanding and diagnosing how Salesforce releases or platform behavior affect Sage People. This includes the use of standard Salesforce functionality, such as:

• Flows

• Objects and fields

• Reports and page layouts

• Users and access

• Single Sign‑On (SSO)

• APIs

Support assistance focuses on the interaction between Salesforce and Sage People. Configuration, behavior, or issues relating solely to standard Salesforce functionality fall outside of Sage People Support. However, we can highlight them where they impact Sage People operation.

Sage People Support assists for Salesforce Flows you create within your organization. These flows need to follow Sage People’s supported framework and approved use cases.

Support assistance includes:

• Troubleshooting and resolving issues in existing Flows

• Flows built using supported Flow types, such as:

  • Record‑triggered

  • Scheduled

  • Autolaunched

• Flows that use supported elements, including:

  • Assignment

  • Decision

  • Update Records

  • Send Email Alert

Flows that fall outside the supported framework, including those using unsupported elements, complex custom logic, or non‑standard design patterns, aren't eligible for support.

For full details on supported Flow types, elements, and design guidelines, see Flows overview.

Sage People Support doesn't provide guidance on reporting or data analysis.

This includes assistance with:

• Designing or building reports or dashboards

• Interpreting report data or advising on reporting outcomes

• Creating or optimizing Salesforce reports, report types, or analytics

• Providing recommendations on how you can analyze or present data

Support can assist where a report or data output isn't functioning as you expect due to a system issue. For example, errors, missing data a platform issue causes, or behavior you don't expect following a release. Guidance on report design, structure, or analysis falls outside of Support scope.

For reporting best practices, training, or analytical guidance, we recommend engaging a Sage People Partner. Or consulting available documentation and learning resources.

We work with you to understand what success looks like for your organization and help you align Sage People to those goals. A documented Success Plan we align to your business goals (for example, growth, efficiency, global rollout):

• Agrees outcomes and priorities for the year ahead

• Sets out clear milestones and measures of success

• Sets strategic discussion during executive business reviews/roadmap sessions

• Gives recommendations on where Sage People can best support your HR strategy

We provide practical advice on how customers like you get the most value from the platform.

• Best‑practice recommendations we base on similar customers

• Guidance on usage, adoption, and optimization (not configuration)

• Practical tips and playbooks for common HR scenarios

• Insight into “what good looks like” at different stages of maturity

• Signposting to enablement, training, and self‑serve resources

We keep you informed about new capabilities and help you decide when (and if) they make sense for you.

• We tailor updates on new features relevant to your goals

• Impact‑focused explanations (why it matters, not just what it is)

• We give recommendations on when to adopt, or safely defer

• Share new capability highlights via check‑ins, QBRs, or briefings

• Links to release notes, demos, or enablement sessions

We represent your voice internally to influence improvements and future direction.

• Internal escalation and tracking of themes and pain points

• Updates on how your feedback is influencing product direction

• Representation in customer advisory forums (where applicable)

• A single point of contact who champions your perspective internally

We help you navigate commercial discussions with clarity and no surprises.

• Early visibility of renewal timelines

• Support in understanding license usage and options

• Clarity around pricing changes or expansion scenarios

• Commercial conversations are grounded in value and outcomes

We connect you with partners we trust when you need extra expertise or delivery support.

• Recommendations for Sage People Partners we trust

• Warm introductions we base on your specific needs

• Clarity on where Sage, Support, and Partners fit

• Alignment on scope and expectations

• Ongoing oversight to ensure smooth collaboration

We guide you to the right documentation and teams to support your governance and assurance needs.

• Direction to security certifications and compliance documentation

• Guidance on data protection and privacy resources

• Introductions to the right Sage teams when questions arise

• Support during audit or assurance requests

• Clear signposting rather than technical interpretation

For guidance on how to use existing Sage People functionality, we recommend using our Help Center self-service resources. This includes “how to” questions, configuration steps, and understanding expected behavior.

• Our Help Center provides detailed product guidance, organized by feature and product area

• We designed these articles to help customers understand and adopt standard functionality independently

• Many topics include step-by-step instructions and examples to support common use cases

Sage People Support doesn't provide detailed “how to” guidance as part of standard support services. However, where appropriate, we can direct you to relevant Help Center content to help you find the information you need.

If you need more guidance or tailored support beyond available documentation, your Implementation Partner or customer-led configuration and testing can best support this.

Complete and submit the training request form.

• Design and implement new automations

• Create new reports or Payflows to support business requirements

Review, update, and optimize existing Flows and automations.

• Assist with items the standard support agreement doesn't cover

• Support un-managed packages

• Build and maintain custom user profiles and permissions

• Prepare and complete data loads and migrations

Design and configure integrations via Payflow or API. Sage People partners can work with marketplace partners or external platform providers, depending on requirements and complexity.

Sage People partners offer various costed managed service solutions to assist in short-term resource gaps. Or where you need longer term, strategic guidance to update the system.

Sage People partners can provide periodic system health checks to help ensure you continue to use the platform fully as business needs evolve. Partners can deliver these either as a one-off engagement or as part of a broader managed service.

Sage People Support doesn't provide setup, configuration, administration, or ongoing maintenance for third‑party platforms or services. This includes, but isn't limited to, Active Directory and Docusign.

This includes:

• Initial setup or deployment of third‑party services

• Ongoing management, maintenance, or upgrades of third‑party platforms

• Troubleshooting issues that originate within the third‑party system

• Configuration or changes you make directly in external platforms

We limit Support assistance to the configuration you need within the Sage People system itself, where it's necessary to enable or support a standard integration.

You need to manage any issues relating to the availability, behavior, configuration, or performance of third‑party services directly with the relevant provider or through a Sage People Partner.

Sage People Support doesn't assist with the amendment, correction, or deletion of customer data.

This includes:

• Updating, correcting, or removing records

• Bulk data changes or clean‑up activities

• Reversing data entered in error

• Deleting historical or transactional data

Customers are responsible for managing and maintaining the accuracy of their own data within Sage People. Your internal administrators or a Sage People Partner must complete any data changes you need.

Support can assist only where there's a system issue impacting data integrity. For example, data not saving correctly due to a platform error. Support doesn't perform manual data changes on behalf of customers.

Support assistance is available only in full sandboxes. We don't support partial or development Sandbox organizations for investigation or troubleshooting purposes.