Sage MAS 90 support plan

Schulz Consulting
Sage MAS 90 and MAS 200
Phone & Remote Support Plans

Please review our extensive (and candid) list of frequently asked questions
about the support plans we offer. This page lists many of the questions we
have been asked during the last two years.

Important: The plans below are for technical phone and remote support and do not cover ongoing consulting services.

On-site consulting is ALWAYS billable unless agreed to (a) in writing (b) in advance of scheduling the meeting.

Please review the full support agreement which we have worked very hard to ensure is as detailed as possible regarding covered items.

We do not believe in billing surprises or trying to nickel and dime you with "non-covered" items. Realize that technical support is for technical issue and not new consulting items (such as creating any new functionality, installing upgrades on-site or remotely, creating or modifying reports, imports, etc).

This agreement does NOT include or replace your Sage Basic Software Maintenance which you must continue to renew to receive upgrades and other plan benefits.

	Platinum	Gold	Silver
Designed For	Recommended Best Plan for active users who require fast responses to their technical issues.	Our priority plan. Strongly recommended for active users requiring an immediate response and who need to have their staff up and running in the fastest time possible.	DISCONTINUED (Only available for CURRENT renewing SILVER members)
	All Plans Must Be Prepaid via Credit Card Scroll Down To The Bottom Of The Page For Payment Link.
Support Coverage
Pay Now Via Secure Credit Card or Paypal			DISCONTINUED 12-11-2007 ONLY AVAILABLE FOR RENEWING CLIENTS
To Enroll In A Plan: 1. Review our plan agreement and then pay online or fax back enrollment form 2. Fax the enrollment form to us at 860-760-6165 3. Submit payment by using the payment link below 4. Once payment is received we will contact you Please allow 24 hours for processing your support enrollment.
Response time Please choose the appropriate response time as the lower level support plans ARE responded to no sooner than 4 hours. If you need a faster response time, select the most appropriate plan. Please note that the least expensive plan will not provide a response faster than 4 hours (which is why it is the least expensive) Please select the appropriate plan with the understanding of our published support response time for that plan.	<1 Business Hour Direct Cell Phone Access Weekends Included	Between 0 to 4 Business Hours	NO SOONER THAN 4 to 8 Business Hours As of 12-12-2007 this plan is discontinued. It is available only to active Silver Subscribers wishing to renew.
Included # cases (Phone/Email/Fax) per year (1)	Unlimited	Unlimited	3
Fee per additional case Definition of Case: A response to your inquiry (whether via phone, email, fax) about your Sage MAS 90 or 200 software or related add-on programs. Cases are charged whether they are determined to be software bugs or support issues.	Included	Included	$ 255
Remote support
Minimum on-site fee This is the minimum fee for an on-site service call. You pay the greater of the minimum or our actual time at standard rates. Companies not enrolled in a prepaid support plan are subject to a $ 720 minimum on-site fee plus round trip travel expenses.	None	$360	$360
Additional fee for each escalated case where we need to interact with Sage Software for any reason. (2)	None	None	None
Additional Benefits
Public Email newsletter
Administrative care (3)
Support for old versions? (4)
Online public web seminars
Remote support via screen sharing?
Payroll module support			NOT AVAILABLE
Private email alerts
Apply service packs remotely
Annual Upgrade Planning Session at No Cost - on-site
User Group Attendance	2 People N/C Per User Group
Quarterly On-Site System Review Meeting * Travel time over 2 hours is charged at current rates as well as out-of-pockets expenses	4
Refresher Training Sessions Per Year At No Cost - remote	2
Fees
Annual Prepaid Membership	$ 7,575 (Includes 1% tax)	$ 2,220 (Includes 1% tax)	$ 1,010 (Includes 1% tax)

To Enroll In A Plan: 1. Review our plan agreement and then complete our fax back enrollment form 2. Fax the enrollment form to us at 860-760-6165 3. Submit payment by using the payment link below 4. Once payment is received we will contact you
Response time	<1 Business Hour	Within 1 to 4 Business Hours	Within 4 to 8 Business Hours

Pay Now Via Secure Credit Card or Paypal			DISCONTINUED 12-11-2007 ONLY AVAILABLE FOR RENEWING CLIENTS
This agreement does NOT include or replace your Sage Basic Software Maintenance which you must continue to renew to receive upgrades and other plan benefits. IMPORTANT: All plan fees must be prepaid prior to the start of coverage. If you have not prepaid, the highest fee schedule will apply before we will enroll you in coverage for subsequent cases. The above fees are for Schulz Consulting phone support only and do NOT include any amounts for software maintenance which you must continue to maintain separately. Add sales tax to all fees. Payroll module support is NOT available under Silver Plan because the 4 to 8 hour minimum support time is not appropriate for a user of Payroll. Refund Policy: First 30 days - full refund. After thirty days the remaining fee will be prorated based upon the total time remaining in the plan.

Definitions

1 Case	A response to your inquiry about your Sage MAS 90 or 200 software or related add-on programs. Cases are charged whether bugs or support issues.
2 Escalated Case	If we open a support case with a third party for any reason (including reporting bugs or determining if a problem is a bug), the case is considered escalated.
3 Administrative Care	The fee we charge to interact on your behalf with Sage Software in non-technical matters such as to unlock keys, new program disks, maintenance renewal information, etc.
4 Old Version	Any version of Sage MAS 90 or 200 that is not officially supported by Sage Software