Over the last five years the amount of technology at Sage has jumped ten-fold. To go with the technology increase the expectations of supporting the technology has also increased. We can no longer only provide support 8-5 Monday-Friday, we need to be available 24×7. Because we do not have the internal staff to cover after-hours support, we have looked into using an outside support company to handle the extra hours.
We have met with several companies and have settled on Blackbelthelp. Our IT staff will train their technicians on Sage technology to make sure our users get the same level of customer service they currently get from our internal staff. For security reasons the after-hours support will only include level one technical support (password reset, connecting to wireless, basic OS troubleshooting …. etc). We will provide a full list for the services they will provide after we completed our training. Blackbelthelp will provide weekday 5pm-8am, weekend and holiday support.