Frequently Asked Questions

1. What is the contact information for a specific area in which I have a question?
2. How do we get access to Sage SalesLogix Customer Support? What kind of support do you offer?
3. What is a PIN and Authorized Contact Status, and how do we get one?
4. I have a maintenance-only contract with Sage SalesLogix Customer Support. What does that entitle me to?
5. What is the SDK Support Team within Sage SalesLogix Customer Support? And how do I purchase an agreement to use them?

1. What is the contact information for a specific area in which I have a question?

Experiencing functional or technical issues? To access Customer Support, you will need a PIN (Personal Identification Number). To acquire your PIN, call Customer Service at 800-944-5709 and press 0#, or email customerservice.crm@sage.com.

Need to escalate a concern? To contact and/or escalate any question, case, or concerns to the Sage SalesLogix support management team, please email us at Saleslogix.escalations@sage.com.

Product-related questions, regarding any edition of Sage SalesLogix, that are not related to a technical or functional issues? Call Customer Care Services at
866-674-5588 or email customercare.crm@sage.com.

Time to renew your Sage Business Care plan? Call Customer Care Services at
866-674-5588 or email customercare.crm@sage.com.

General Sage Business Care plan or account administration questions? Call Customer Care Services at 866-674-5588 or email customercare.crm@sage.com.

Looking for add-on products or services that can enhance Sage SalesLogix? You should contact your Sage Business Partner* or call Customer Care Services at
866-674-5588 or email customercare.crm@sage.com.

Changes to your current Sage Business Partner?* You would need to reach your Regional Area Manager at 866-898-2378 (follow prompts to your region).

Would you like to purchase additional licenses? You should contact your Sage Business Partner* or call Customer Care Services at 866-674-5588 or email customercare.crm@sage.com.

Would you like training? Visit Sage University to register for a course, email training.crm@sage.com or call Sage University at 888-765-6662.

Need after hours support for Sage SalesLogix Cloud? For emergency site outage issues regarding Sage SalesLogix Cloud, email sagecloudafterhours@sage.com.

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2. How do we get access to Sage SalesLogix Customer Support? What kind of support do you offer?

Once you have purchased any of our Sage Business Care plans, your Primary Contact on the account will choose the Designated Contacts who will work directly with Customer Support. Call Customer Care Services at 866-674-5588 for information on support plans or view available plans.

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3. What is a PIN and Designated Contact Status, and how do we get one?

Once your Primary Contact on the account has designated the people/person within your organization to receive Designated Contact access, Customer Service will assign a PIN (Personal Identification Number). This status is limited to one Designated Contact for each 50 licensed users of the Software and one alternate contact for the account. Each Designated Contact will be issued a PIN that is unique to that individual and will remain with the contact’s record. Thereafter, any Designated Contact may initiate changes to the Designated Contact list. To make changes or request a PIN, please call 800-944-5709 and press 0#, or email customerservice.crm@sage.com. Must be current to receive services.

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4. I have a maintenance-only contract with Sage SalesLogix. What does that entitle me to?

With this contract you have access to upgrades, hot fixes, service packs, and our Online Knowledgebase, but no direct access to Customer Support. An unlimited number of contacts may have access to this self service site. Visit online knowledgebase or Sage SalesLogix Community to discuss and share with Sage SalesLogix customers and partners.

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5. What is the SDK Support Team within Sage SalesLogix Customer Support? And how do I purchase an agreement to use them?

The SDK Support Team is a dedicated group within the Sage SalesLogix Customer Support team that will work with Certified Sage SalesLogix Developers. The team will assist with the following:

• Deepen your understanding of functions and parameters listed in Sage SalesLogix function calls
• Troubleshoot errors related to Sage SalesLogix function calls
  
• Troubleshoot Sage SalesLogix scripting issues
  
• Analyze relationships in the Sage SalesLogix database
  
• Learn more about using the Sage SalesLogix API as a COM Object

In order to have access into the SDK queue, the contact must be certified as a Sage SalesLogix Developer, and a separate SDK contract must be purchased. This contract is over and beyond your Sage Business Care plan. Contact Customer Care for further information, requirements, and pricing.

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*Business Partners are third-party vendors. Sage and its affiliates are in no way liable or responsible for claims made related to the services provided by third-party vendors.