Important! Before you contact the Customer Support Call Center, take advantage of the following resources, which are available 24 hours a day, 7 days a week.
From anywhere in the Sage 100 Contractor software, you can display this comprehensive library of accessible topics to learn more about specific procedures, topics, fields, or buttons.
The software comes with several PDF guides, including Release Notes, Installation and License Administration Guide, and User Guide, among others.
To view the guides, click or, if you have Activity Centers hidden, click .
Depending on your Sage service plan, we offer a web-based Sage Knowledgebase and online user community forums at www.na.sage.com or through the in-product menu. Our staff maintains an extensive knowledge database of questions and answers covering everything from frequently asked questions to more complex problems and solutions. In addition, we keep all product reference documentation available in the Knowledgebase. This online tool is the same tool we use in our customer support call center to help answer your call.
Depending on your Sage service plan, you may be able to contact the Sage Customer Support Call Center to work with one of our highly trained customer support professionals. The Knowledgebase article How do I get technical support for Sage 100 Contractor? provides contact information and hours of operation, and it can help you to determine which service works best for you.
Our analysts work with you to respond accordingly to the urgency of your issue.
Call urgency can range from a simple explanation of software settings to critical situations in which work is stopped or data integrity is compromised. Some calls may warrant further research and followup, in which case our support analyst will place your call in his/her in-progress work list. At every step of the way, we work with you until we reach a resolution or agreement.
Depending on your Sage service plan, you may check the status or update, or even create a new support ticket online:
Be sure to have the following information on hand so we can handle your call efficiently.
| Question | How to Find the Answer |
|---|---|
| What is your Sage client ID number? |
Your client ID number can be found on correspondence you receive from Sage. If you do not know your Sage client ID, contact the person at your company who maintains your relationship with Sage. |
| What software version are you using? | To find the version, open Sage 100 Contractor; click Help > About Sage 100 Contractor and note the number listed. |
| What application or area in the software are you calling about? | On the menu list, identify the application and window where are you are working (i.e. Selecting Invoices to Pay in 4-3-1, Accounts Payable Vendor Payments). |
| How can we help you? | Walk through the exact steps you completed with as much detail and accuracy as possible. |
| Is there an error message? | Write down the exact wording of the message. |
| Can you reproduce the issue? | Were you able to walk through the same steps that led to the problem and see whether it happened again? |
| Is this the first time the problem has happened? Does the problem occur on one workstation or several? | Ask other users if they have experienced the same problem. Have them test at their workstation to see if they experience the same problem. Also, have the original user try other workstations to see whether the problem is specific to that user. |
| Has anything changed with your software, hardware, or workflow? | Ask your network administrator for technical information regarding anything that may have changed behind the scenes: upgrades to Sage 100 Contractor, new third-party software installations, moving of data from one server to another, new printers or print driver installation, or anything else that might affect the network. |
| Does the problem happen in the sample data sets? | Select [File> Open Company], then change the drive letter on the dropdown to C:, select Sample Company. |
| What kind of network are you using? | If you do not know, contact your network administrator. |
| What printers and print drivers are installed? | If you do not know, contact your network administrator. |
| When was your last backup? | If you do not know, contact your network administrator. |
For additional online resources for Sage 100 Contractor products, visit the Sage Customer Portal. Use the portal to access the knowledgebase, chat online with customer support, or enter a customer support ticket.
For additional training on Sage products, visit Sage University.