We have been on the Gold support since we began using X3 four years ago.  In summary, this is the best support team I have ever worked with.   First, most of my calls are answered immediately by a person, or if I open a case via the web portal, they usually call me within an hour.  The support people are technically knowledgeable, well versed on the X3 product, they never make me feel rushed, and they are even very friendly; what a combination!  Like any software technician, they are not experts on all subject matters, but they work as a true team and promptly get the issue fixed or question answered.  Most of our issues have been self-inflicted and they still provide an exceptional level of support for our own mistakes.  The support folks even follow up on cases to make sure their solution/answer took care of the reported issue.  Hats off to the best support team out there!  I have been in I.T. for 40 years.

FYI… prior to X3, I installed a different ERP system at our company and ended up uninstalling that product because of the extremely poor support.  Support matters.                

We have been on the Gold support since we began using X3 four years ago.  In summary, this is the best support team I have ever worked with.   First, most of my calls are answered immediately by a person, or if I open a case via the web portal, they usually call me within an hour.  The support people are technically knowledgeable, well versed on the X3 product, they never make me feel rushed, and they are even very friendly; what a combination!  Like any software technician, they are not experts on all subject matters, but they work as a true team and promptly get the issue fixed or question answered.  Most of our issues have been self-inflicted and they still provide an exceptional level of support for our own mistakes.  The support folks even follow up on cases to make sure their solution/answer took care of the reported issue.  Hats off to the best support team out there!  I have been in I.T. for 40 years.

FYI… prior to X3, I installed a different ERP system at our company and ended up uninstalling that product because of the extremely poor support.  Support matters.                

thanks, how about the business partner that helped you implement it do you still ask them configuration questions or you rely only on the sage gold plan?

thanks, how about the business partner that helped you implement it do you still ask them configuration questions or you rely only on the sage gold plan?

Sorry for the delayed response; I am an infrequent visitor.  

We have used our Sage consultant, and Sage support for answering configuration questions.  During the implementation phase and immediately after implementation, the Sage consultant was instrumental in our configuration and was our primary contact.  Once we were up and running, we would direct calls/questions/issues to Sage support and they would answer specific direct questions.  However, when we would ask more broad or global questions, we would be directed to contact our Sage consultant.