Sage Platinum Club Winner
20+ Years Experience
UK + North America
First UK Sage X3 Partner
Not every customer needs the same level of ongoing engagement. Our three-tier model is designed to match your support requirements, with a clear path to escalate as your needs grow and no artificial bundling of services you do not require.
A fully retained, proactive engagement covering the complete operational lifecycle of your Sage system — optimisation, governance, upgrades, and training as part of a structured ongoing programme.
For non-urgent queries, functional questions, and change requests. All email support requests are logged in our support system with a reference number and assigned to a named consultant.
For urgent issues, production outages, and time-sensitive queries. Our support line is staffed by senior consultants during UK business hours — Monday to Friday, 8:30am to 5:30pm.
Mysoft customers have access to a dedicated support ticketing system — allowing you to raise, track, and review all support requests in one place. Contact your account manager for login details.
| Priority | Definition | Typical examples | Target response |
|---|---|---|---|
| P1 Critical | System unavailable or a business-critical process is stopped, with no workaround. Affects all or most users. | Production system inaccessible; live transactions failing; suspected data corruption; payroll or period close blocked. | 1 business hour |
| P2 High | A major function is severely impaired. Significant operational impact; any workaround is difficult or unsustainable. | Key module failing intermittently; invoices or orders cannot be posted; reporting required for an imminent deadline is unavailable. | 4 business hours |
| P3 Medium | A minor function is impaired with limited operational impact. A reasonable workaround is available. | Non-critical report returns an error; a single user affected; configuration query that does not stop work. | 1 business day |
| P4 Low | Minor or cosmetic issue, general question, or change request with no impact on day-to-day operation. | How-to questions; cosmetic display issue; documentation request; enhancement or feature suggestion. | 2 business days |
Mysoft manages your Sage Intacct or Sage X3 upgrade cycle, including testing, release notes review, and post-upgrade validation. Ensures you benefit from new features without the internal resource burden of managing upgrades.
Structured training for new users, refresher training after upgrades, and role-specific training for finance team changes. Delivered by the consultants who implemented your system, not generic trainers unfamiliar with your configuration.
For customers at Stage 2 of their automation journey and above, the QAOR is a structured quarterly review of their automation performance, assessing straight-through processing rates, exception patterns, and governance framework adherence.
We provide support take-on services for Sage Intacct and Sage X3 customers whose previous partner has ceased trading, changed focus, or whose service levels have fallen. Contact us to discuss the take-on process.
