Customer Support
Our experts will help you address and troubleshoot system errors, technical issues, functional questions, optimization projects, and hotfix deployment.
Easy Start Up
We ensure a smooth and seamless transition from implementation/migration support to the ongoing customer care package you choose.
Rapid Response Time
We’ll get back to you in four hours or less for urgent requests made during hours of operation (7:00 am – 7:00 pm CT).
Online Case Submission
Submit and track important case information and get access to support experts via our online portal.
Clear Escalation Path
Critical cases will be placed into our priority escalation path to ensure they are handled quickly and efficiently by senior resources.
Screen Sharing
We provide remote assistance with live screen sharing when applicable, which allows greater sharing of knowledge and teaching.
Critical Update Notifications
Our team will keep you informed about critical updates, security vulnerabilities, service packs, and hotfixes related to your system.
Knowledgebase
Get access to product-specific content including webinars, ‘How to’ documents, and multimedia support.
Self-Service Portal
Track submitted cases, assign severity levels, and track the status of existing cases using our self-service portal.
Support Plan Options
NexTec offers a wide range of options to fit the unique needs of your business.
| Customer Care Plan Features | Basic Support | Essential | Enhanced | Premier |
|---|---|---|---|---|
| Access to NexTec Knowledgebase | ✓ | ✓ | ✓ | ✓ |
| Access to NexTec Webinars (Industry & Product Related, ISV, etc.) | ✓ | ✓ | ✓ | ✓ |
| Online Case Submission | ✓ | ✓ | ✓ | ✓ |
| Self-Service Portal to Track Submitted Cases | ✓ | ✓ | ✓ | ✓ |
| Support Tickets Included Per Month | 5 | 5 | 10 | 15 |
| Miscellaneous Consulting Hours Per Month | 4 | 8 | 12 | |
| Sage X3 Patch Upgrade (1 per year) | ✓ | ✓ | ✓ | |
| Sage X3 Technical Healthcheck (1 per year) | ✓ | ✓ | ✓ | |
| System Named Customer Care Manager with Bi-Weekly Status Calls | ✓ | ✓ | ||
| Telephone Case Submission | ✓ | ✓ | ||
| On-Site Value Mapping Engagement (1 per year) | ✓ | ✓ |
Frequently Asked Questions
Why NexTec?
NexTec is one of the largest and most experienced Sage X3 teams in North America, implementing the solution since the product’s inception. We are a Sage Certified Diamond Partner with a team of 60+ dedicated Sage X3 consultants and over 500 years of combined experience.
Who staffs Customer Care?
Our NexTec Customer Care staff are dedicated, full-time senior technicians based in North America with deep experience in systems, applications and business processes.
Is there after-hours support?
Our Customer Care staff are available 12 hours a day to meet your needs. After-hours support can be scheduled, and emergency after-hours support will be considered on a case-by-case basis.
How will I be billed?
All Customer Care plans are prepaid according to your contract.
Will I need to contact Sage Support for technical issues?
Our team has been in the Sage software industry for 30 years, so we know how to resolve the vast majority of technical problems. Any issues that require escalation will be routed to our senior support staff and then to Sage if required.
Why should I choose a NexTec Customer Care plan over one from Sage?
When you submit a ticket to NexTec, you will reach a NexTec staff member who is familiar with your system, configuration and service history. We also have insight into any current projects or ongoing issues that may have bearing on your ticket.
What is excluded from Customer Care plans?
Examples of exclusions include:
On-site support or consulting
User training and implementation services
Report writing services
Installation or modifications of custom applications
Upgrades not already covered by your specific plan level
For information on how our Services team can assist you with these needs, contact your NexTec Customer Account Manager.
Connect with a Cloud ERP Expert
Contact us to get started on your ERP journey. We are here to help with all your ERP needs – from software selection, implementation, and training to ERP migration, customization, and optimization.
Want to speak to a cloud ERP expert? Email info@nextecgroup.com or call 844-466-8477.
