Solutions

Support services.

Mysoft customer support for Sage Intacct, Sage X3, and X3CloudDocs. From reactive break-fix incident resolution through structured service desk to fully retained managed service engagements, senior consultant-led at every level.

Sage Platinum Club Winner

20+ Years Experience

UK&I + North America

First UK Sage X3 Partner

Service Tiers

Three levels of support. Built for different needs.

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.

Tier 1

Break-Fix Support

Reactive incident resolution on a fixed percentage retainer. The retainer covers unlimited break-fix support incidents — you raise a ticket, we resolve the issue, with no per-incident charge and no usage cap.

Fixed % retainer — unlimited incidents included
P1–P4 priority framework with SLA commitment
Email, phone, and portal access
Named ticket assigned to a consultant
Available to all Mysoft customers

Tier 2

Service Desk

Available as a fully retained service or on a pay-per-user or pre-purchased block basis. Named consultants, structured SLA reporting, and a defined scope that goes well beyond pure incident resolution.

Retained, per-user, or block-hours pricing
Named consultant assigned to your account
Monthly support review and SLA reporting
Minor configuration and user setup included
Priority routing ahead of break-fix tickets

Tier 3

Managed Service

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.

Quarterly AI Optimisation Reviews (QAOR)
Managed upgrade cycle, test, validate, deploy
Structured user training programme
AI automation performance monitoring
Strategic advisory at each review point

Raise a Support Request

How to get support.

Email support

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.

support@mysoftx3.com

Response SLA: same working day for P2 and below

Phone support

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.

+44 (0)1252 772 552

P1 critical: immediate response target

Support ticket system

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.

Existing customers only

Priority Levels

Support priority definitions.

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

Managed Services

Beyond break-fix. Proactive, retained engagement.

Managed upgrade service.

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.

User training.

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.

Quarterly AI optimisation review.

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.

Not a Mysoft Customer Yet

Looking for support on a Sage system not implemented by Mysoft?

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.