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Frequently Asked Questions
What are the lead times for implementation of software?
A standard software implementation is 3 months.
Each project lead time is dependent on software and development requirements. Additional Development work to the software is a 6 week lead time.
Who will be my Project Manager?
Upon receipt of the order for a Project a project manager will be assigned and dedicated to each project. The client will be notified of their project manager when the order is received.
When will the project start?
A project start date will be given once the project order is received, a project plan and project paperwork will be sent to the customer within a 5 working days from the order been received
Will I have onsite assistance on the go live date of the project?
Onsite assistance will be given if required. Onsite assistance is not mandatory and is discussed and agreed with the client prior to the project work commencing.
What are the lead times for Training?
We advise a 2 week lead time to all customers, however depending on the trainer’s and attendee’s availability the training could be provided before or after this 2 week lead time.
Who can attend the training sessions?
The training sessions are designed for both existing & new Sage users with varying levels of skills & expertise depending on the training course. Please ask to verify any skill or experience required for your course.
What benefits will you get from attending?
- It puts you in charge of your software
- Improved focus & productivity
- Sage software skills & tips
- Prepares you to cope with new challenges & unforeseen events
What times are the training?
Unless otherwise agreed with the trainer beforehand, training start & end times are shown below. If these times are unsuitable to you, speak to us and let us know what times would be more convenient.
Full Day (7 Hours) 9.30 hrs to 13.00 hrs & 13.30 hrs to 17.00 hrs
Half Day (3.5 Hours) 9.30 hrs to 13.00 hrs or 13.30 hrs to 17.00 hrs
How many people can be present for the training?
We can train any number of people in any scheduled training session. Our standard quotes are for up to 4 people to attend.
Do you provide after training support?
YES – telephone & email support is provided by a member of the Sage support team for 7 days after the training has taken place. Support is only provided for items covered in the training session.
For any issues not covered we provide support contracts for your Sage software. This support allows you access remote access and telephone support technicians who can talk you through what you need to know over the telephone. Contact us for a quote on 01482 828000.
Do you provide training notes?
We always recommend anyone who attends a training session makes their own notes during the session. Upon request we may be able to provide some additional notes if required.
Will training sessions be conducted with my own data?
This is optional. The data used for training can be the demo data supplied with all Sage software, your live data or a backup of your data. Training done using your live data often means that real work is being done as you learn. You are advised to take a backup before any training session begins.
Is the training Sage accredited?
Our onsite training is professional training provided by Reality Solutions Limited, a Sage Accredited Business Partner. A certificate of training will be provided electronically a few days after completion if requested. However this is not a Sage UK accreditation certificate.
When will I make a payment for the training or consultancy services?
Payment is due at the point of booking to ensure the training/consultancy sessions are reserved. Payment can be made via BACs or Cheque.
Cleared funds are required to guarantee your training or consultancy session is reserved.
If a customer behaves in an unreasonable or abusive way the company reserves the right to terminate the contract and training session.
What happens if I cancel any booked training or consultancy services?
If a cancellation is made 30 days or more before the scheduled training/consultancy date 10% of the course fee will be charged. If a cancellation is made 15‐29 days before the scheduled course date 25% of the course fee will be charged. If a cancellation is made less than 14 days before the scheduled course date 50% of the course fee will be charged. If a cancellation is made less than 7 days before the scheduled course date 100% of the course fee will be charged.
Transfers can be made to other dates subject to availability at an additional cost of £100+VAT (subject to transfer being made more than 7 days before course date).
Can I reschedule a training or consultancy service?
Onsite training sessions can be rescheduled but are subject to availability and additional costs. Any expenses incurred by the company will be charged.
If a cancellation is made 15‐29 days before the scheduled course date there is no charge.
If a cancellation is made less than 14 days before the scheduled course date there will be a charge of 95.00 + VAT
If a cancellation is made less than 7 days before the scheduled course date the will be a charge of 195.00 + VAT
Who should I contact if I am unsatisfied with the service I am receiving?
Please send us an email to email@example.com and our complaints team will investigate the issue and get back to you as soon as possible.