Buy with Confidence
Sage Intacct’s Commitment to Our Customers
Sage Intacct is committed to your success. To demonstrate our commitment, we have established our Buy with ConfidenceSM program outlining the level of service you can expect from us. We strive to make every interaction productive. If we do not meet your expectations, we want to hear from you. Please send your feedback to email@example.com.
- Outstanding availability
- Data security • Notifications
- Rapid response • Product quality
- Professional services quality
- Billing quality
- Communication excellence
a request to Sage Intacct within 15 days after the month in which the Service Availability outage event(s) occurred. Any credit will be applied against subsequent monthly subscription fees due to Sage Intacct. In addition, the performance of our data center is backed up by a complete disaster recovery program. In the event of a catastrophic earthquake or other major disaster in San Jose, California, Sage Intacct customers will be up and running with full functionality in 24 hours out of the disaster recovery data center.
Our goal is to provide 24 x 7 availability of the system, and we are confident enough of our tier one data center that we offer subscription credits for availability below 99.8%. You receive a credit of 10% of your subscription fees for the month in which the outage event(s) occurred for every percentage point that Service Availability1 falls below 99.8%, up to a maximum of 50% of the applicable subscription fees for that month2. To receive a credit, you must submit
Our tier one data center performs transaction log backups every 30 minutes and daily system-wide backups to tape and an offsite location. In addition, transaction backups are sent to the disaster recovery data center every 2 to 4 hours. Sage Intacct commits that no more than 4 hours of a customer’s work could be lost in the case of a catastrophic event. will provide an acknowledgement within 4 hours.
If the issue cannot be resolved within a 24 hour time period, we will provide an update within that time and continue to update you with additional information as it is available.
Sage Intacct will notify you promptly: • If the system becomes unavailable unexpectedly • When any planned shutdown is scheduled • Upon any delay in delivery of planned product features • Upon any change in implementation project timeline or cost
Our goal is to provide a high quality product that operates as described in our online product documentation. If issues are encountered with Sage Intacct products, we will address reported issues according to the following priority levels:
If you contact our Customer Support organization at firstname.lastname@example.org or 877-704-3700, we that all prerequisites of the Project Scope Document are satisfied, we will forego payment of 10% of the applicable labor-based professional services fees. No questions asked. Your data is your data, and we will not hold it hostage if you decide to move to another solution. We will help you move if you decide that a better solution exists for a nominal fee.
Sage Intacct’s application service, accessible over the network via web protocols, up to and including Sage Intacct’s Internet connection. Network problems beyond that point, such as ISP problems, Internet backbone problems or customer network problems are excluded. Development sites such as partner.sageintacct.com and beta software sites that are at times made available to customers are excluded. Problems caused by software running on customers’ computers are also excluded.
We will deliver accurate statements of activity and charges to you on a monthly basis. If there is a billing error brought to our attention, we will provide you a corrected statement within 3 days of the being notified of the error.
System outage hours:
Total time during a given month in which the System is unavailable, excluding scheduled system maintenance time.
Product development plans:
We will provide you with a rolling 6-month view of our product roadmap and an opportunity to provide input and feedback on our development plans via a quarterly web-based meeting. We will notify you promptly if we encounter delays in delivering planned product features and provide you with a revised date for delivery.
Number of hours contained in a given month, excluding Scheduled Maintenance time.
The percentage of Total Hours during a given month in which the System was available is computed as follows:
100 x _____________
System Outage Hours Total Hours
Calculation of Service Availability excludes system outages caused by force majeure, i.e. acts of God, war, civil unrest, acts of government, and any other circumstances beyond Sage Intacct’s reasonable control.
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We will announce the availability of new features on the user home page and via the Sage Intacct Update. We will also offer a monthly webinar to provide an overview of how to utilize recently released features
Plus subscription credit has been available since August 1, 2007. The AvailabilityPlusSM program may be terminated by Sage Intacct at any time upon written notice.
We have published a weekly 2 hour scheduled maintenance window during non- peak, non-standard hours for system maintenance. If an extended maintenance period is required, the maintenance will be scheduled when it will have the least impact on our customers whenever possible (usually nights or weekends) not to exceed 8 hours per week. For extended maintenance periods, we will notify you 48 hours in advance via an email to your customer contact in addition to an announcement on the user home page.
A “Workaround” is a response that solves a problem or system issue by the use of alternate methods or a change in procedures in place of a program modification.
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