Partner FAQs
Sage Partner Information System

We are excited about the launch of our new business management system that will integrate our sales, marketing, and support systems with our accounting, reporting, and other back-office systems to provide a common platform across Sage North America. This will allow us to better serve our partners and customers and provide a consistent experience across products, business units, and geographies.

The next milestone of this project will come with the launch of our systems that support the following products:

• Sage 100 ERP (formerly Sage ERP MAS 90 and Sage ERP MAS 200)
• Sage 100 Fund Accounting
• Sage 500 ERP (formerly Sage ERP MAS 500)
• Sage BusinessWorks Accounting
• Sage ERP X3
• Sage PFW ERP
• Sage Fundraising 50
• Sage Fundraising Online
• Sage Grant Management
• Sage Millennium
• Sage SalesLogix

Our internal systems, the Customer Portal, and the Sage Partner Information System will go live on February 27, 2012.

In addition to the new look, feel, and functionality of our Customer Portal and the Sage Partner Information System, you will also see changes in forms, processes, and policies. The following FAQs are designed to help our partners with answers to commonly asked questions regarding this project:

Q. Why is Sage Software Online changing?
A. Sage Software Online is changing as a result of our new internal business management system. Upon completion of this project, partners will have access to their information for all North America product lines from one central location. As a result, this will unify your experience with Sage.

Q. Whom does it affect, and when is it happening?
A . All Sage North America channel partners and customers are included in the new customer portal and Partner Information System. This process has occurred across the different product lines at different times. The final rollout of our new system for customers and partners of the product lines listed above is scheduled for February 27, 2012.

Q. How will the change in the Sage Partner Information System impact me?
A .Your organization will be assigned a new ten-digit Sage-wide partner ID number. There will also be changes to how you access the knowledgebase and product resources, search for information, and retrieve reports. Some functionality will be new for your organization. For those product lines where a reseller of record relationship is established between the partner organization and customers, partners will have the ability to view customer information as well as customer activity in reports available on the Reporting Center of the Sage Partner Information System. Please review the Partner Impacts page for more details.

Q. I sell a product line that is already on the Sage Partner Information System. Will I get a new account with this rollout?
A .We are making every attempt to consolidate all product lines under a single account. Our goal is for you to be able to manage all product lines with one account.

Q. Will business partners be able to order products through the Sage Partner Information System?
A. No. There will be a change in the order submission process for channel partners. Orders from business partners will need to be placed with Sales using existing processes. This is functionality that is being reviewed for a future release of the Sage Partner Information System.

Q. Will I be able to see the support tickets that my customer submits to Sage?
A. Yes. Partners will have the ability to view their support tickets on the Sage Partner Information System, whether submitted directly to Sage.

Due to legal requirements, please note that partners will only have visibility into Support Tickets for aligned customers if the customer has provided approval to Sage. Customers can submit the approval through the Customer Portal or by contacting Customer Support.

Q. How will I learn to use the new Sage Partner Information System?
A. Training sessions on the new Sage Partner Information System are available on Sage University. The sessions will be available as Anytime Learning for your convenience. The training modules are organized by the access level that you or your employees are assigned to within the portal. Within each track, specific training sessions are available that pertain specifically to each of the portal roles. This will allow you to review the specific sessions that are applicable to your role.

Q. What is happening to the current partner sites?
A. Sage Software Online will remain in place with static content from February 27, 2012, through April 30, 2012. On May 1, 2012, old URLs will redirect to the new system, and the old partner sites will no longer be available. Relevant existing content will be available on the new system, and new information will be posted as it becomes available. This will give you two months after the go-live date to visit the Sage Software Online site to download any customer information that you would like to maintain

Q. What amount of customer data is converting to the new system?
A. Sage will transition customers who have been active in the last three years for the products in this rollout. Active is defined as having a transaction (order, Sage Business Care renewal, support ticket, or lead) with Sage within the previous three years.

Q. What happens to customers who are not transitioned?
A. Sage employees will continue to have access to all customer records that are not transitioned into our new system. For partners who do not maintain their own customer list, we recommend that a list of customers are pulled from Sage Software Online customer management.

Q. Why is browser-support restricted to Internet Explorer for Sage Partner Information System access?
A. Browser support is limited to Internet Explorer versions 7, 8, and 9, as some system functionality will not be available through other browsers.

Q. Have there been any changes to pricing because of Atlas functionality?
A . Yes.  Because of new Atlas functionality we are now able to offer tiered user pricing for Sage 100 ERP. This allows for volume based discounts, consistent pricing methodology and more purchase flexibility.  For more details, click here.  Additionally, an updated price list can be found here.

Q. I’m hearing I may receive my invoices (and related documents like Credit Memos and Debit Memos) in a different format than what I’m used to. What is changing?
A. For some partners receiving their invoices (and related documents) in the mail today, nothing. However, many partners have historically received their invoices electronically (in PDF format) through email. With our final rollout of the Atlas project we currently do not have the ability to deliver these documents electronically and as a result, they will initially be delivered by mail. Sage is working on an aggressive plan to introduce this functionality for all customers and channel partners in the next few months and will use existing email contact information to reestablish email delivery. Sage will also continue to campaign to have all customers and partners receiving invoices electronically in our continuous effort to support environmentally friendly business.

Q. How is security to the Sage Partner Information System being managed?
A. Upon the launch of the Sage Partner Information System, the primary contact will be responsible for setting up the initial security rights for each individual who needs to have access to the portal. The highest level of security is the role of Channel Partner Manager, who is given administrative rights over all other users and their access of the Sage Partner Information System. Portal roles and security are covered in detail in the online training session that can be access at Sage University.

Within the Sage Partner Information System there are three levels of security:

• Manager: Has administrative rights to make changes and set security levels for other contacts within their organization, full access to customer searches, reporting and full lead/opportunity editing.
• Employee with Buy/Sell: Can search for customers without having an account number.
• Employee: Can view individual customer with an account number, but does not have access to any range of customers and cannot access customer lists.

Q. Can I submit a support ticket online?
A. Yes. You will be able to submit support questions through the Sage Partner Information System or, as always, contact us by phone.

Q. How do I access the Sage knowledgebase?
A. You can access the Sage knowledgebase online for any of your self -service needs. You will find the link in the new Sage Partner Information System and can learn more about using the Sage knowledgebase during our online Sage Partner Information System training that is available on Sage University.

• If you support Sage ERP X3, you will continue to use your existing knowledgebase.
• If you support Sage 100 Fund Accounting, Sage Fundraising 50, Sage Fundraising Online, Sage Grant Management, or Sage Millennium, you will access knowledgebase articles with a slightly different process. More information will be shared as it becomes available.

Q. Will I be able to manage and register leads?
A . The new Sage Partner Information System will allow you to enter sales opportunities you are working on. Please work with your sales team to find out more about how they will be managing leads and opportunities. Not all product lines will be utilizing the Sage Partner Information System leads and opportunity functionality.

Q. Will I still be able to access product resources and price lists?
A . Yes. Product resources for the supported versions of products will be moved to the new Sage Partner Information System along with resources needed to support upgrades from products. Price lists and other sales material currently found within the Partner File Center will also be among the resources moving to the new Sage Partner Information System.

Q. Will I be able to access tier information?
A. No. Tier information will not be available on the Sage Partner Information System. You will continue to receive ongoing tier statements, and this process will not be changing. Please contact your Sage representative for additional questions about your tier attainment.

For additional information, please send an email to partner.portal@sage.com or your sales representative.