Support Portal.
Mysoft customer support for Sage Intacct, Sage X3, and X3CloudDocs. From reactive break-fix incident resolution through structured service desk to fully retained managed service engagements — senior consultant-led at every level.
Three levels of support — built for different needs.
Not every customer needs the same level of ongoing engagement. Our three-tier model is designed to match your support requirement — with a clear path to escalate as your needs grow, and no artificial bundling of services you do not require.
Break-Fix Support
Reactive incident resolution on a fixed percentage retainer. The retainer covers unlimited break-fix support incidents — you raise a ticket, we resolve the issue, with no per-incident charge and no usage cap.
- Fixed % retainer — unlimited incidents included
- P1–P4 priority framework with SLA commitment
- Email, phone, and portal access
- Named ticket assigned to a consultant
- Available to all Mysoft customers
Service Desk
Available as a fully retained service or on a pay-per-user or pre-purchased block basis. Named consultants, structured SLA reporting, and a defined scope that goes well beyond pure incident resolution.
- Retained, per-user, or block-hours pricing
- Named consultant assigned to your account
- Monthly support review and SLA reporting
- Minor configuration and user setup included
- Priority routing ahead of break-fix tickets
Managed Service
A fully retained, proactive engagement covering the complete operational lifecycle of your Sage system — optimisation, governance, upgrades, and training as part of a structured ongoing programme.
- Quarterly AI Optimisation Reviews (QAOR)
- Managed upgrade cycle — test, validate, deploy
- Structured user training programme
- AI automation performance monitoring
- Strategic advisory at each review point
How to get support.
Email support
For non-urgent queries, functional questions, and change requests. All email support requests are logged in our support system with a reference number and assigned to a named consultant.
Response SLA: same working day for P2 and below
Phone support
For urgent issues, production outages, and time-sensitive queries. Our support line is staffed by senior consultants during UK business hours — Monday to Friday, 8:30am to 5:30pm.
+44 (0)1234 567890
P1 critical: immediate response target
Support ticket system
Mysoft customers have access to a dedicated support ticketing system — allowing you to raise, track, and review all support requests in one place. Contact your account manager for login details.
Existing customers only
Support priority definitions.
| Priority | Definition | Examples | Response Target |
|---|---|---|---|
| P1 — Critical | Production system unavailable or data integrity issue affecting financial records | System down; corrupted transaction data; period close blocked | Immediate — within 2 hours |
| P2 — High | Significant functionality impaired; workaround possible but operationally disruptive | Key report not working; approval workflow failure; integration not posting | Same working day |
| P3 — Medium | Functionality impaired with acceptable workaround; non-critical user queries | Formatting issue; user access query; process question | Next working day |
| P4 — Low | Enhancement requests; training queries; non-urgent configuration changes | New report request; user setup; configuration change | Within 3 working days |
Beyond break-fix — proactive, retained engagement.
Managed upgrade service
Mysoft manages your Sage Intacct or Sage X3 upgrade cycle — including testing, release notes review, and post-upgrade validation. Ensures you benefit from new features without the internal resource burden of managing upgrades.
User training
Structured training for new users, refresher training after upgrades, and role-specific training for finance team changes. Delivered by the consultants who implemented your system — not generic trainers unfamiliar with your configuration.
Quarterly AI Optimisation Review
For customers at Stage 2 and above, the QAOR is a structured quarterly review of your automation performance — assessing straight-through processing rates, exception patterns, and governance framework adherence.
About QAORLooking for support on a Sage system not implemented by Mysoft?
We provide support take-on services for Sage Intacct and Sage X3 customers whose previous partner has ceased trading, changed focus, or whose service levels have fallen. Contact us to discuss the take-on process.
Discuss Support Take-On