Sage Intacct Reviews

Support via the portal is good, if not in a time crunch. I like how they can find and fix the problem without input other than what is noted on the support request page. However, if assistance is needed immediately, it can be challenging to find assistance via phone call. Often users use a third-party implementation team and continue with their assistance for years. Having a one-on-one relationship with support personnel is vital to customer satisfaction.

Only a few times have we had to reach out to support, and every time we did, we received a relatively quick response and a solution was found fairly quickly. Only once was there an issue that took longer than a week to resolve, but it still did eventually get solved.

I do not have support directly through Sage Intacct, but rather through a product reseller. At this point, I wish we had made our purchase a different way because it's not as easy to get assistance or make changes to our software and it's applications without being charged for "time" to reach out and discuss matters with our reseller.

I find the online support is helpful.

Customer support is a must. We paid extra in the past so we could call in and not have to wait for a message. Usually you hear back within a few hours and can resolve the issue.

Technical support is responsive and accessible. We have engaged support by both phone and e-mail. Responses are timely and thorough, and it is relatively simple to get a correct answer to any issue from the first engagement. We do not find that technical support resources are needed with a high frequency, but are certainly satisfied with outcomes on the few occasions where we have had to reach out for support.

Hands down the fastest support we get.

I don't have direct contact with support, but any questions I have seem to be answered with little delay.

I have had no issues with support. This has not been an issue at all. I have not had to reach out for any technical support and found the site pretty easy to figure out how. The site always is functioning and runs well. It has been nice to not have to worry about needing to reach out to technical support.

When we first started, it was nice to be able to get the support we needed and do a walkthrough. It would be nice if there was an annual meeting to review this process for new staff. My accounting department has reported ease of using the support from Sage Intacct.

Not applicable; We work through a third-party reseller. However, in terms of the user guides and community, I would say it meets expectations.

Support has been great between Sage & Our integration consultant. I think alot of it depends on who you bring along to integrate the product.

Sage Intacct itself has very unhelpful support. We use a third-party company for support, which then has to work with Sage Intacct anyway, when we need support. I have had very unhelpful and rude responses from Sage Intacct when I have, on occasion, asked for help.

Customer support is very helpful and timely. It's very easy to get the answers I need when I need them without too much of a time delay or issue getting a resolution. Very helpful when asking questions due to being new to the system.

n/a I do not use the support side

The consultants that we hired for the crossover were great. We learned quite a bit from them and they were very responsive to issues we were having.

I would like to leave this as a N/A but it is forcing me to make a pick. I picked "1" because I haven't used support for this project and this question isn't applicable.

Had to work with support on couple of occasions and really liked the response time and solution provided

Due to Sage Intacct's market share, most support is coming directly from Sage Intacct and their VAR partners. There is also a community site where users can share product ideas that turn into features in future releases.

There is a Sage Intacct community to find answers to questions within the system, but they do not really offer a support call center to call for simple questions. Rather you have to log a support case, which can be difficult to completely explain that issue you are having.

The support has been consistent and we haven't experienced any major issues with the core Intacct functionality. Where there are challenges involves custom-developed tools that our VAR has implemented for us. It can be more of a challenge to troubleshoot issues in these add-ons. Overall, I view the lack of needing support as a good thing.

I use a third-party support system.

We receive quick responses from our vendor.

I have been impressed by the "out-of-the-box" Help Center. The help pages are very detailed, and the "Help on this page" button is surprisingly intuitive. 90% of the time, when I click on it, I find the answer I'm looking for on the very first page. In the few instances where I cannot find the answers in these pre-written help pages, customer support has been more mediocre.

Their reply times are about average.