Customer support service options
Supporting your Sage solution - and more
At Datel, we believe that delivering exceptional technical support is fundamental to the success of our customers. With a fully accredited team of technical experts, we practice what we preach. High standards, continuous improvement and specialist expertise are the core values of our technical team, which consistently delivers above our service level agreements.
Alongside the core Sage business solutions, our Support Team are accredited to support the majority of the additional software that adds functionality to your business. With a large team of experts, you can be confident that every aspect of your business management solution from Datel is supported, and escalation procedures are in place should we need to raise any issues with the software authors.
Standard Support Service
Our Support Hotdesk is always available during office hours, 9.00am to 5.30pm, to refer your queries and issues to an assigned consultant.
Contact us via telephone, email and 24/7 web logging, where tickets can be submitted and updated at any time. We also provide a skeleton service from 8.00am to 9.00am and from 5.30pm to 6.00pm to log and process tickets.
We want to support you in whatever way we can, and we do that with an online support portal filled to the brim with help sheets and training videos.
We are here to help you get the most from your Sage system and give your employees the confidence to do even more at a time that's convenient for you.
Additional Customer Support Services
Datel offers a number of beneficial services in addition to your traditional support service. We provide you with even more assistance, optimising the operation of your Sage system and supplementing your in-house IT team. Adopting additional Customer Support Services alongside Support from Datel gives you direct access to a team of highly accredited Sage consultants with a wealth of experience and expertise. In other words: we provide the skills your business needs, all in one place.
Proactive expert eyes to ensure system health
Our Monitor service will keep an expert eye on your systems by carrying out daily checks for space availability, addressing any errors and conducting fundamental housekeeping tasks.
Additional advice and assistance for all your users
Our Assist service provides additional advice and assistance for your in-house team. Users can contact our team whatever their query, as no question is too basic or too difficult.
A System Manager service providing expertise and advice
Our Manage service is the most comprehensive offering. It will free up your IT managers and employees, allowing them to concentrate on strategic initiatives that drive your business forward.
"The Manage Service is a very useful service. It is great to be able to make quick changes, or go to the team with something both urgent or non urgent. It’s always an honest conversation and I trust your recommendations implicitly. It’s clear your customer service culture is coming from the top down. I wouldn’t hesitate in recommending your services which is a credit to the work that you guys put in.”
Marc Wilson, Group Finance Director at Anpario
Want to learn more?
Datel's Customer Support Services are delivered by a team of over 50 highly accredited consultants. Each and every member is dedicated to providing support for Sage X3, Sage 200, Sage Intacct, Sage 1000 and Sage Line 500, as well as complementary solutions. Take a closer look at our offerings in our overview or speak to the Datel team to see how we can support your business.
Need help assessing a support partner?
Your business management system is only as effective as your technical support provider, as even a well-implemented solution can bring your operation to a standstill should you encounter an unexpected error.
Whether you’re assessing a partner for a new Sage system or looking at a new partner for an existing solution, we've developed a guide with 5 questions you should ask a prospective provider to ensure you get the best support service for your business:
"I've probably had three different Sage partners over my career, and Datel clearly care more about getting it right for us than themselves. I don't just want questions and answers from a support team. With Datel, they ask the challenging questions to understand and solve the issue fully. Some people don't get that being a Financial Director is pretty lonely, so having the rich knowledge of Datel’s consultants is a big deal for me.”
Gareth Lloyd, Finance Director at Moda Furnishings