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expanding the world of sage

Feedback on customer support

At Datel, we take pride in the continuous improvement of our customer care. To ensure the highest standards of technical support, all of our customers are invited to provide feedback for all tickets closed. 

Our support department collates and reviews every comment to make sure we continue to provide fast and efficient issue resolution. 

Our team of over 40 Sage accredited professionals work to consistently deliver above our service level agreements and respond to 45% of issues raised each month within 10 minutes, with all issues responded to within 2 hours.

We are open and honest about the service levels we achieve and as such, publish all survey results and comments anonymously on this page. The graph shows the average scores achieved in the last 30 days and the table shows the most recent feedback scores we have received. 

Key:
IR - Initial Response  UF - Update Frequency
TK - Technical Knowledge  CF - Closure Feedback.

Average scores received in the last 30 days:

Feedback and comments received (updated every 15 minutes)

Ticket No Date Closed Comments
9-410002 24/4/2018 16:27
9-399815 24/4/2018 16:26 This was referred to software and was not dealt with very well. We had no communication and we had to constantly chase the ticket through Datel Support for the responses from software
9-409998 24/4/2018 16:20
9-409985 24/4/2018 15:47
9-409386 24/4/2018 15:45
9-409922 24/4/2018 15:25 Thanks Anthony
9-408034 24/4/2018 15:20
9-409672 24/4/2018 15:14
9-409893 24/4/2018 15:11
9-409854 24/4/2018 15:10 Staff were extremely polite, professional and very helpful. Staff had a good knowledge of the problem and were able to resolve the issue in a very efficient timely manner
9-409959 24/4/2018 15:06 Brilliant many thanks
409751 24/4/2018 15:03
9-409101 24/4/2018 15:01 Really patience and put lot effort on solving the issue, credit to Lesley Campbell & Martin Cavanagh
9-409912 24/4/2018 14:42
9-403221 24/4/2018 14:02
9-399449 24/4/2018 13:54
9-409942 24/4/2018 13:52 Quick resolution
9-401905 24/4/2018 13:52
9-409902 24/4/2018 13:30
9-409100 24/4/2018 13:18
9-409838 24/4/2018 13:16
9-409911 24/4/2018 13:07
9-409796 24/4/2018 11:43 Liz was Very helpful, patient, excellent service.
9-409676 24/4/2018 11:11
9-409767 24/4/2018 11:08
9-409196 24/4/2018 11:08
409746 24/4/2018 11:01
9-409847 24/4/2018 10:34
9-403418 24/4/2018 10:31 Above and beyond.
9-409810 24/4/2018 09:56 Very pleased with polite positive response from Sandra Clark
9-409797 24/4/2018 09:54
9-409424 24/4/2018 09:39
9-408998 24/4/2018 09:24
9-409816 24/4/2018 09:20
409743 24/4/2018 09:20
9-409016 24/4/2018 08:55
409748 24/4/2018 08:53 Quick feedback. Thanks
9-409820 24/4/2018 08:52
9-409824 24/4/2018 08:30
9-409785 24/4/2018 08:20
9-409555 24/4/2018 07:58
9-409728 24/4/2018 07:58
9-409116 24/4/2018 07:58
9-409543 24/4/2018 07:57
9-409680 23/4/2018 16:25
9-409759 23/4/2018 15:57
9-409779 23/4/2018 15:57
9-409734 23/4/2018 15:55
9-409766 23/4/2018 15:53
402405 23/4/2018 15:28
9-409688 23/4/2018 15:08
9-409775 23/4/2018 14:53
9-409671 23/4/2018 14:46 As usual, the support was very good, what’s annoying is that the issue is a known issue with X3, but there doesn’t seem to be any solution, other than changing settings in SQL
9-409679 23/4/2018 14:34
9-409703 23/4/2018 14:22 On the ball as usual. Thanks Lisa
9-409755 23/4/2018 14:15
9-409735 23/4/2018 13:23
9-409161 23/4/2018 13:02
9-409660 23/4/2018 12:27
9-409229 23/4/2018 11:51
9-408478 23/4/2018 11:51
9-409678 23/4/2018 11:00
9-409651 23/4/2018 10:54
9-409044 23/4/2018 10:50
9-408888 23/4/2018 10:36
9-409661 23/4/2018 10:36
9-409647 23/4/2018 10:06
9-409620 23/4/2018 10:04
9-409611 23/4/2018 09:39 Everything explained in detail
9-409613 23/4/2018 09:37
9-408160 23/4/2018 09:00 Great response throughout from Phil
9-409610 23/4/2018 08:59
9-409421 23/4/2018 08:59 We love Dan
9-409578 23/4/2018 08:57
9-409542 23/4/2018 08:37
9-409442 23/4/2018 08:22
9-408821 23/4/2018 08:21
9-409588 23/4/2018 08:20
9-408215 23/4/2018 08:07
9-409335 23/4/2018 08:03 We are a new team & needed help to go through our first year end. Jane was a fantastic support & despite a few issues from historic inconsistent coding, we got through it feeling we had top professional support all the way. Please convey our thanks for such excellent service.
9-408947 23/4/2018 07:41
9-409320 23/4/2018 07:39
9-409552 20/4/2018 15:56
9-409541 20/4/2018 15:08
9-409384 20/4/2018 14:52
9-409460 20/4/2018 14:43 Quick response from Jayne
409092 20/4/2018 14:38
9-409496 20/4/2018 14:07
9-409538 20/4/2018 13:45
9-408545 20/4/2018 13:18
9-409403 20/4/2018 13:17
9-409491 20/4/2018 12:01 Very helpful
9-409356 20/4/2018 11:25
9-409435 20/4/2018 10:54
9-409028 20/4/2018 10:32
9-409486 20/4/2018 10:31
9-409467 20/4/2018 10:27
9-409262 20/4/2018 09:55
9-409383 20/4/2018 09:54
9-409423 20/4/2018 09:27
409369 20/4/2018 08:51 Well done
9-409347 20/4/2018 08:25
9-409361 20/4/2018 08:25
9-409254 20/4/2018 08:23
9-408452 20/4/2018 08:09
9-409343 20/4/2018 08:07
9-403608 20/4/2018 08:07
9-409273 20/4/2018 08:06