Being advised to uninstall Microsoft updates from a server before checking for a hotfix for the exact error, then being told to re-install the new updates which then creates another error, not the best advise I have been given. This then leads to two days downtime for a £12m company with 38 users that relies on Sage for all aspects from processing sales orders to manufacturing with Bill Of Materials this is unacceptable. – Do you have any other feedback on the support service received?
- 8/10 – How good were we at understanding your problem?
- 8/10 – How well did we keep you informed of the status of your call?
- 0/10 – How satisfied were you with the overall support service provided?
Nick Dumbleton – 04 Aug 17
Hi Nick,
Thank you for your feedback and taking the time to have a call earlier today to discuss this support case in more detail. Our apologies again that this unfortunate issue happened.
We had followed the advice provided to us by Sage due to this issue being specific to their online license system. That in turn was unfortunately not the optimum solution. Having exhausted other avenues, we had to make the decision that rolling back the system to a previous backup would be the quickest method to get your system back online. The backup restore process took longer than expected which accounted for the largest proportion of the downtime. Unfortunately, we have no control over the speed of restores and please be assured we only resort to this as a final option.
We have added your feedback to our records which will be used to improve our service going forward. We will also escalate your feedback back to Sage in regard to their service.
Kind regards,
David Lindores
David Lindores –