Premium Support Plan for Sage Abra HRMS
FAQ for Sage Abra HR Software & Crystal Reports
The Hagel & Company Premium Support Plan (PSP) is a superior training and support plan for those using Sage Abra HRMS products including HR, Training, Attendance, Abra Link, Employee Self-Service, HR Actions, Crystal Reports and Payroll.
A well trained staff is one of your organization's greatest assets and the Hagel PSP enables your organization to get the most from your software investment without receiving a multitude of invoices for separate support calls. Now you can make the call before you make the mistake without an invoice!!
| Premium Support Services | All Sage Abra Products Except Payroll | All Sage Products |
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| Unlimited Web Training - attendance at any of Hagel & Company's online classroom training sessions for your entire staff. Perfect for new hires or refreshers. Web training is recorded as it is presented in formal sessions and is then available 24/7 on the web throughout your PSP subscription period. |  |
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| Special online classes on payroll balancing, quarter end and year closings, tax table updates, etc. (available to HR clients also but not computed in value). |
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| Unlimited Online Task Resources - short video instructions on common tasks that users need to perform within Sage Abra HRMS – examples include: Using standard reports; writing a secure query; hiring, promoting and terminating employees; setting up new earnings, deductions and taxes; setting up benefit plans; setting up attendance plans; etc. | |
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| Unlimited Support Services With Guaranteed Response Time - Support calls or emails will be responded to within 12 business hours. Individual support incidents are limited to 20 minutes or less per incident. If the response time is not met Hagel & Company will issue a $100 credit to the customer’s account. | |
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| Downloadable online application notes documenting how to deal with commonly encountered issues in using Sage Abra HRMS. | |
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| Annual System Review - a remote "check-up" on your system designed to improve your internal efficiency and use of the system. | |
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| Conference and Meeting Registration Discount – a 50% discount off the cost of the first registrant for user conferences or meetings that are sponsored by Hagel & Company | |
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| Product discounts – 5% discount on software cost for new Sage Abra modules or employee count upgrades. | |
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| Total Estimated Value | $4,500 - $7,000 | $6,000 - $10,000 |
| Annual Cost for Hagel Premium Support Plan Subscription | $1,500 | $2,000 - $5,000 |
| * Your cost is indexed against your Sage SupportPlus cost. If your SupportPlus contract is less than $10,000 annually, PSP is $2,000. | ||
Frequently Asked Questions
Q: What is the term of a Hagel & Company Premium Support Plan?
A: The Hagel & Company Premium Support Plan term is one year and is timed to coincide with the expiration of your Sage SupportPlus Contract. If you purchase the PSP mid-year, we will prorate the cost to coincide with your Sage SupportPlus expiration.
Q: Who at my organization does the Hagel & Company Premium Support Plan cover?
A: The plan covers all staff at your organization currently using the software for the plan purchased.
Q: How much does it cost?
A: The cost is indexed against your SupportPlus cost. If your SupportPlus is less than $10,000 then your PSP subscription would be $1,500 for HR or $2,000 for HR and Payroll. If SupportPlus is more than $10,000 please call us for cost.
Q: Does this replace my current Sage SupportPlus Program?
A: No, the Hagel & Company Premium Support Plan is meant to enhance your software experience with training and/or support. Additionally, unlike the Sage plan, this plan gives you exclusive discounts and training/support not available on Sage's SupportPlus plan. Enrollment in the PSP requires that you subscribe also to the Sage SupportPlus program.
Q: Are there limits to the free training?
A: No, anyone on your staff can take the web trainings offered any time and repeat them at any time during the 12 month contract.
Q: What exactly does Unlimited Support Services mean?
A: This Hagel & Company service is one-on-one support designed for quick question and answer via phone and email (interactions/incidents are 20 minutes or less). They are unlimited during your 12 month term. So it does not matter if you have one question one month or six times the next month, you will never be surprised by an invoice again!
Q: When would I get my question answered if I was on the Premium Support Plan?
A: We understand our clients' need for timely support and commit to respond as quickly as possible during business hours. Hagel & Company's business hours are 8am to 5pm Pacific Time, Monday through Friday, excluding National Holidays.
Q: Do you guarantee a response time?
A: Yes! Hagel & Company will make every effort to respond to your query within the same business day but we guarantee a response within 12 business hours. If we fail to respond within 12 business hours we will issue a $100 credit to your account.
Q: How do I contact the Hagel & Company Support Team?
A: Once you are on the Hagel & Company Premium Support Plan, you will use the email for your help requests. These emails are then directed to the proper consultant who will contact you via email or telephone as soon as possible after receiving your request for support.
Q: I am on an old software version, does it matter?
A: The Hagel & Company Premium Support Plan will support up to two prior versions of the current shipping software. However, we generally recommend that you always be on the most current release of the software.
Q: Are there other Premium Support Plan options available?
A: Yes, we can customize a plan for you if your needs are more frequent or more extended than is covered in this plan. For more information call Frank Hagel at 877-860-3735 x304.
Q: How do I subscribe to the Hagel & Company Premium Support Plan or get more information?
A: Contact Frank Hagel at or call 877-860-3735 x304 toll-free.