General Policy
It is our goal to continue to provide a high level of technical support for our Dealers and Clients.
The preferred course of action for product users is to deal with their Sage Accpac Solution Provider. Visionetix will deal with the Product User directly if that is the course of action preferred by both the Sage Accpac Solution Provider and the client. Charges to the client will apply.
It may be necessary for Visionetix Technical Support staff to obtain a copy of the client's data in order to reproduce the reported issue if we are unable to reproduce the problem in-house on our own databases. If it becomes necessary to obtain the client's data for further investigation, charges will apply. Please email support@visionetix.com or call 612 9238 0987 for details.
If the issue requires a document or transaction audit, the issue will be referred back to the Sage Accpac Solution Provider to perform these tasks. If the Solution Provider and/or the client prefer to have Visionetix handle this audit, a charge of $USD150 per hour will apply.
If it is determined that a problem exists with the client's data, Visionetix will offer to repair the data. A quote will submitted to the client before work commences.
If it is determined that the issue was caused by a programming error in a Visionetix product, all fees mentioned above will be refunded.
Sage Accpac Solution Providers
Technical support issues for Sage Accpac Solution Providers will be handled in the order they are received. Issues may be reported by telephone, email or fax, however, the preferred method is by email. We will do our best to respond to you within 24 hours.
Please see the General Policy above for possible costs in dealing with your issues.
Product Users
Visionetix provides free technical support for 30 days from date of product activation for registered users. We will ask for registration information including serial number and for the name of your Sage Accpac Solution Provider. Technical support does not include product installation and set-up, hardware or network support, or staff training in the use of the product. We recommend that these services be obtained through your Sage Accpac Solution Provider.
Once the free, 30 day technical support period has expired, the preferred course of action for Product Users is to deal with your Sage Accpac Solution Provider. Visionetix will deal with Product Users directly if that is the course of action preferred by both the Sage Accpac Solution Provider and the client. Charges will apply for this service.
The two options available to Product Users to get technical support from Visionetix are:
- A per incident fee of $USD200 payable by Visa or MasterCard in advance.*
- An annual technical support plan which allows for multiple incident resolution.
Once again, training, hardware or network support and data repairs are not included in these prices and will be referred to the Sage Accpac Solution Provider.
Please see the General Policy above for other possible costs in dealing with your issues.
*If it is determined that the issue was caused by a programming error in a Visionetix product, the incident fee will be refunded. Visionetix parnters who have signed up as a dealer are exempt from this fee.
Technical Support Checklist:
Please use this checklist to gather information that will assist us to resolve your problem.
Check your manual, product help files and our technical support documents on our website.
Check that the latest Service Pack is installed. In Sage Accpac ERP, select Help from the Accpac menu then select System Information. Record the Visionetix application's name and version number including the Service Pack number. You will also be asked for your operating system information and network name and version number. Please have this information ready.
The latest service packs are available on the downloads page.
Run data integrity and record all on screen information if errors occur.
Please record the following information about the problem:
- A detailed description of the problem.
- If you have been able to reproduce the problem, outline the steps involved to do so.
- The exact wording of any error messages
- What you were doing when the problem occurred.
- What procedures, if any, used to attempt to solve.
- Try the same procedure in sample data. This will assist us to determine if the problem is data or program related.
- Try the same procedure on a different workstation. This can help establish if the problem is related to one workstation.
- Does the same problem occur for Sage Accpac administrators or network administrators? This will establish whether the problem is caused by incorrect Sage Accpac security settings or by incorrect network rights.
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