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Since introducing our Software Support Account/Preferred (SSA/PF) plan some years ago, our goal has been to make it the benchmark by which premium support is measured. Our idea is to provide virtually everything a customer can reasonably expect from their software vendor for one fixed monthly fee. Barring a catastrophic event, the cost for support of normal operations on the MAS 90, MAS 200, and MAS 500 family of accounting software by Sage can be predicted and controlled. No financial roller coaster ride for support.

And now we have raised the bar. We have expanded the plan benefits to make this the most comprehensive and inclusive imaginable. But the best part is the monthly fee stays the same. No Increase. Here’s a list of what you can expect on the new SSA/Preferred Plan.

• Credit Terms.
• Flat Fee for SSA/PF services billed monthly. No annual commitment or prepayment. Cancelable anytime effective the following month. First reinstatement is without penalty; subsequent reinstatements are charged for up to three months of lapsed service.
• Discounted Billing Rate for Professional Services rendered during project engagements and requested tasks.
• Unlimited Telephone Support during business hours. Telephone Support is defined as operational assistance with end-user functions. If you prefer that our tech perform the end-user function for you (either directly or by proxy), it is a billable requested task.
• On Call Support 24/7. Non-business hours support billed at discounted rate. After hours support calls are billable so that our techs can receive a bonus incentive to take the call.
• Support Call Option to hold in queue for next tech or to leave voice mail for call back.
• Bi-Directional Screen Sharing and File Transfer via high-speed Internet connection. Share your screen during a telephone support session to diagnose an issue or watch our screen during a web presentation. Optional mouse and keyboard control transfer can allow our tech to remotely control your workstation.
• Professional Services provided at no additional charge to remotely resolve a diagnosed issue during a diagnostic screen sharing support session.
• Direct Dial Access. Bypass reception for direct access to our Auto Attendant or a known telephone extension.
• Toll-Free Inbound Number for non-local calls.
• In-House Telephone Reservation System. No long distance number to call to attend MBA hosted conference calls or web seminars.
• Waiver of Legacy Software Surcharge for supporting versions more than two major releases prior to current.
• Two hours of Earned Training Credit per month for paid-up accounts. Hours can be redeemed for tuition to attend scheduled training including Sage Certified Courses in our MBA Classroom.
• Customer Center Website access for account self-service, knowledgebase inquiry, file downloads and video help.
• Free Tuition for Version Release Orientation Training in our MBA Classroom.
• Remote Install at No Charge when requested for MAS 90 and MAS 200 Interim Release Discs, Tax Table Updates, and most Service Updates and Service Packs (those requiring database conversions are excluded).
• Optional MBA Business Systems (our IT and Networking sister company) bundle that combines the SSA/PF plan with a Network Support plan at a discounted monthly fee. The bundle plan provides enterprise support for hardware, software, and the network infrastructure.

Businesses can’t get the full value from their software investment if their users are only partially trained or self taught. You chose our SSA/Preferred plan – we expect – because you want the most possible from your software. So we are going to give you free training for your employees. As long as you are on the SSA/PF plan and are paid-up on your account, you will earn two hours of training credit each month.

These training hours can be accumulated for up to two years and used for tuition at scheduled training in our MBA Classroom. You must have earned enough training credit for the hour length of the class. Books and materials for Sage Certified Classes are not included and must be purchased to attend the class. Students completing a certified class earn a course completion certificate for Sage Certified Training. Your available training hours appear on your monthly statement. Please call us to schedule attendance or if you have questions concerning your earned training hours. Check our website for a list of upcoming classes.

Comparison of support plans offered by MBA Business Software