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MAS VARS FACE SUPPORT CHANGE
MAS resellers are grappling with a change in Sage support policies that has produced at least a mini furor. Sage has decided not to provide unlimited support calls to MAS resellers and instead will give them 10 free incidents a year each. For Accpac and Pro VARs, the change was a big yawn, since they have been used to the same terms for several years. Tom Miller, the Sage VP of channel management, said, "it's an education issue." If nothing else, there's a sense that Sage didn't handle the issue well with some irritation that it was announced just before the Summit conference, just underway at the Gaylord Hotel at National Harbor in Maryland, just downstream from Washington D.C.
An Accpac VAR dismissed the change because it didn't matter with customers who are on a support plan. A more nuanced analysis was that it doesn't matter to the larger resellers but will be an expense to smaller channel members who relied on support from Sage. One reseller said most users are on bronze-level support and would need to spend $500 to get the phone support. There was some agreement that this is designed to winnow the channel. Also, there is a change in certification policies. Previously, certification was by organization. Now, each consultant must be certified in order to call Sage support.
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