Sage ACT! Getting Started Service Coverage
Services included in Getting Started Support provide assistance with product installation, database creation, conversion, and sharing for the first 30-days
following initial product activation. Your desktop, laptop, and network must meet minimum system requirements to be eligible for support. For information
regarding the latest system requirements for Sage ACT!, click here.
In addition to Getting Started Support services, we provide 24x7 access to our Sage ACT! Knowledgebase and Sage ACT! Community. Our collective e-service
solutions provide additional resources, answers to many frequently asked questions, Sage ACT! Getting Started Welcome Kits, and strong support from our
community of passionate Sage ACT! customers eager to share best practices based on many years of experience.
Our team of support specialists can be reached Monday through, 8:30 a.m.-8:30 p.m. ET by submitting a Web Support Incident, live Chat, or by dialing 1-800927-3989.
There are some topics that are not covered by Getting Started Support and require a Sage Business Care plan. Click here for more information regarding
additional services available with Sage Business Care Plans.
Getting Started Support Services:
Category
Sage ACT! Getting Started Service
Coverage
Installation
and upgrades
General questions about how to
prepare for upgrade or
installation
Installation assistance with Sage
ACT! for 1-2 workstations
Microsoft® SQL Server®
installation and issues limited to
Sage ACT! default instance of
Microsoft SQL Server
Basic installation issues with Sage
ACT! media or download
Registration and activation
inquiries or errors
Outside of Sage ACT! Getting Started
Service Coverage
Help with installation of Sage ACT! on
more than two workstations
Silent installation in a large workgroup deployment
Altering or changing Microsoft SQL
Server outside of standardized
troubleshooting and setup
Troubleshooting of Microsoft .net
framework errors
Step‐by‐step installation assistance
Local (on‐site) or remote (through
Terminal Services, GoToAssist®, and
so on) installation services
Additional Resources
Sage ACT! Getting
Started
Welcome Kit
Deployment
Sage ACT! Getting Started Service
Coverage
Category
Assistance with Sage hosted
download of Sage ACT!
Clarification of any installation or
upgrade steps you might find
confusing
Troubleshooting problems
encountered during installation
Consulting services to install or
resolve non-Sage installation issues
specific to your organization’s
technical environment
How-to assistance for conversion or
setup of Sage ACT! database
Basic how-to assistance and
suggestions for importing data
Basic assistance for lookup and
database search
Orientation to functionality of
standard reports
Troubleshooting of failed integration
between Sage ACT! and Microsoft®
Office to determine issue cause.
Password reset—Single user, single
database
Setup or troubleshooting of remote
synchronization
Assistance with network hardware
including routers and WAN
Assistance with IIS issues for Sage
ACT! Premium (access via Web)
Assistance with customizing Sage
ACT! Premium (access via Web)
deployment for existing websites
Assistance or troubleshooting of userdefined customized reports and
templates
Setup and troubleshooting of Sage
ACT! integration with Internet Mail
Database repair services
Password Retrieval for databases with
multiple users
Trouble shooting of user defined .CSV
files
Database
Setup,
configuration,
and data
conversion
Outside of Sage ACT! Getting Started
Service Coverage
Additional Resources
Sage ACT! Getting
Started
Welcome Kit
Database Setup
Sage ACT! Getting Started Service
Coverage
Category
Sharing
database with
other users
Guidance for best practices installing
Sage ACT! in a network environment
Clarification of system
recommendations
Guidance on any specific
configuration settings required by
your Sage ACT! product
Outside of Sage ACT! Getting Started
Service Coverage
Sage
Connected
Services
How-to assistance for setup,
configuration, and administration of
Sage ACT! Connect*, Sage EMarketing for ACT!*, Sage Business
Info Services for ACT!*
Confirmation of service availability
and account status
Troubleshooting of failed Mobility
Synchronization
Network and Internet connectivity
issues
Setting permissions
Configuring routers
Configuring firewalls
Sharing folders
Set up or provide direction for how to
install, set up, or configure Sage ACT!
in a Terminal Server/Citrix
environment
Terminal Server/Citrix® installation of
Sage ACT! using the Add/Remove
Program option from Microsoft
Windows control panel
Troubleshooting errors and
performance issues on Terminal
Server/Citrix
Handheld connectivity issues
Troubleshooting device issues not
related to Sage ACT! Connect
Basic how-to guidance for Sage
Connected Services features that
provide customization of templates,
campaigns, queries, or imports
Detailed assistance or
troubleshooting with user-defined
customized reports, templates,
campaigns, queries, or imports
For additional self-service solutions for frequently asked Getting Started Support incidents, please visit: Sage ACT! Knowledgebase
Additional Resources
Sage ACT! Getting
Started
Welcome Kit
Database Sharing
Sage ACT! Getting
Started
Welcome Kit
Connected Services
Sage ACT! Frequently Asked Questions
Additional Terms and Conditions
Sage reserves the right to limit each telephone call to one hour and to limit each contact (telephone or electronic) to one incident, defined as a single support issue or question. Support availability may
occasionally deviate from stated hours due to downtime for systems and server maintenance, observed U.S. holidays, or for other business reasons. Sage may also limit or terminate Getting Started Support
(the “Plan”) in the event that you use the service in an irregular, excessive, abusive, or fraudulent manner or in violation of these Terms and Conditions. Sage will only provide support to customers on
supported versions of the Sage ACT! software, see http://na.sage.com/Sage-ACT/support/maintenance-and-support/obsolescence-policies for a list of support Sage ACT! software, and only to users who
meet the minimum systems requirements. Sage shall not be required to provide any support relating to problems arising out of your use of the software in a manner for which it was not designed, or your
negligence, misuse, or modification of the Sage ACT! software.
Limitation of Liability and Damages. Sage will not be liable for any special incidental, indirect, or consequential damages of any kind, including, without limitation, those resulting from loss of use, data, or
profits, whether or not advised of the possibility of such damage, and on any theory of liability, arising out of or in connection with the use or performance of the services and information provided. Some
states do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitation may not apply to you.
Disclaimer of Warranties. Services provided under the plan are provided “as is”. Sage hereby disclaims all representations and warranties, express and implied, regarding the services or any related
materials, including fitness for a particular purpose, quality, merchantability, accuracy, and noninfringement.
Governing Law. These terms will be governed by and construed in accordance with the laws of the State of Georgia, without giving effect to any principles of conflicts of laws. You agree that any action
arising out of or relating to the service provided by Sage will be filed and maintained only in the state or federal courts located in Georgia, and you hereby consent and submit to the personal jurisdiction of
such courts for the purpose of litigating any such action.
Customer Contact Information. Sage reserves the right to contact you by mail, phone, fax, or email to deliver newsletters, surveys, and information pertaining to the Sage ACT! software or the Plan. Sage
also reserves the right to make your name and address list available to its business partners. For more information regarding how Sage uses your contact information, please see our Privacy Statement at:
www.act.com/privacy
Disclaimer. Every effort has been made to ensure the accuracy of this information. Sage reserves the right to change the terms and conditions of support and service availability without notice.
*Requires additional subscription.
**Certified Consultants 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.
Important Notes: For Sage ACT!: You must purchase one license of Sage ACT! per user. Scalability varies based on hardware, size, and usage of your database. Review Sage ACT! system requirements here .
Visit http://na.sage.com/sage-act/services/solutions or contact your add-on product provider to determine compatibility for your add-on products. For Sage Connected Services: Review Sage ACT! Connect
system requirements http://na.sage.com/Sage-ACT/services . Sage E-marketing for ACT! is powered by Swiftpage™ Import functions for Sage Business Info Services for ACT! must be performed on the web
server when using Sage ACT! Premium (access via web).
© 2012 Sage Software, Inc. All rights reserved. Sage, the Sage logos, ACT!, and the Sage product and service names mentioned herein are registered trademarks or trademarks of Sage Software, Inc., or its
affiliated entities. Microsoft SQL Server, WindowsVista, and the Windows logo are either registered trademarks or trademarks of the Microsoft Corporation group of companies in the United States and/or in
other countries. All other trademarks are property of their respective owners.
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