Designated support user resources

In the United States, a designated support user is someone your company has authorized to work with Sage Intacct Customer Support. Typically, this person is an Intacct administrator, IT contact, subject matter expert, or project manager. The designated support users are the only users who are authorized to contact Customer Support. In other regions, any active Sage Intacct user can log a support case.

If your company was implemented by one of our VARs or partners, contact your VAR or partner for support.

If you work for an Intacct partner, you can call Support or log a support case.

Designated support users are responsible for resolving the following types of issues:

Self-service resources

Start here with questions before contacting Sage Intacct Support. The following resources are available to all users.

1. Use the Help Center

Do one of the following:

  • To get contextual help, select Help & Support > Help on this page from any Intacct page.
  • To search help, select Help & Support > Help Center from any Intacct page and enter the desired search string.

For more information, go to Find answers and get the most out of help.

2. Check the Community

Log in to the Community to:

  • Search the knowledge base containing over 10,000 articles that answer product questions, have configuration information, and help troubleshoot specific error messages.
  • Ask the Community a question. Thousands of Community members and product experts will view your question and might provide the answer that you need.

3. Get training

Gain proficiency of Sage Intacct with in-depth, interactive training. Sign up for a training course in Sage University.

Open a support case

If you're unable to find the answer using help or the Community, opening a support case online is the fastest way to engage the right specialist for your issue. Only a designated support user is authorized to open a case with Sage Intacct Support.

Limit the case to 1 specific issue. If you have multiple unrelated issues, create a separate case for each issue.

For general account concerns or improvement opportunities, contact your account manager.

  1. Sign in to the Community, then select the Support tab.

  2. Select Log a Case.

  3. Follow the prompts to enter the case.

  • Select the most relevant values that reflect your issue for both Case Reason and Application Area. Selecting incorrect values can cause delays.

  • Attach screenshots or a short video of your issue when applicable.

  • Provide as much detail as possible. You can copy the following list into the case Description field and use it as a starting point.

    • Summary of issue:

      A detailed description of the issue, what occurred, and any actions that were taken.

    • Error message:

      If you see an error message, provide the exact error text.

    • Date or time issue:

      For example, Feb 12 2026, 09:00 AM.

    • How many users affected?

      How many users are affected, who, location, and so on.

    • Replication steps:

      List the steps that you took that made you encounter the error. Menu items used, buttons selected, files uploaded, and so on.

    • Expected result:

      You expected A to happen, but B happened instead.

    • Has this worked before?

      If you've performed this action before and it was successful, when was this and under what conditions?

    • Troubleshooting actions:

      List what you've tried or reviewed to resolve this issue.

Customer Support hours and phone numbers

In the United States, only a designated support user is authorized to call Sage Intacct Customer Support.

Sage Intacct Customer Support operates between the business hours of 6:00 AM to 6:00 PM local time in countries we support. After-hours support is available for high-priority cases.

The best practice is to open a support case online before calling Support so that your call can be routed to the right experts.

The number you call depends on where you are located.

  • North America: (877) 704-3700

  • United Kingdom: +44 (0)19 1479 5990

  • Australia: +61 1300 729 330

  • South Africa: +27 (0)11 304 3220

  • France: 01 70 73 16 40

  • Germany: +49 69 500076297

What to expect from Customer Support

After reviewing and researching your issue, the support analyst will do one or more of the following:

  • Based on Sage Service Level Agreements (SLAs), respond with what they have done and what they will do next for you.

  • Refer you to documentation that they believe resolves your issue.

  • Offer you a reasonable workaround (while continuing to work on the issue).

  • Attempt to recreate the issue or contact you for further details.

  • Request that you run the Sage Intacct Issue Recorder Tool and then upload your recording and log file for diagnosis.

  • Engage other experts such as Support Coaches, Product Management, and Engineering.

Customer support will work cases within our scope to the best of our abilities. In-scope support duties include, but are not limited to:

  • System issues or defects

  • Clarification of functionality and expected behavior

  • Engagement with engineering and product teams (if applicable)

  • Outlining options or solutions to address specific product questions or workarounds.

Support will not provide any of the following, which are considered out of the scope of support:

  • Implementation or configuration assistance

  • Data changes

  • New Single Sign-on implementation

  • Report creation or modification

  • Custom document template creation or modification

  • Custom ACH format handling

  • Reconciliation services

  • Workflow reviews

  • Training

  • Accounting advice

The exception is assistance where the steps or information needed is documented within our Help Center.

Sage and Sage partners typically offer professional services for items outside the scope of Customer Support.

We strive to resolve your case as quickly and efficiently as possible. We need interactive engagement with you to make this happen. Your participation, assistance, and feedback help ensure that our responses and efforts meet your expectations.

Response Owner Case Status Status Description

Support

Open

Sage Intacct Support has received your case and assigns it to the next available representative.

Support

Working/In progress

Support is actively working on your case and updates are provided based on SLAs.

Support/Engineering

Pending Release

The case is waiting for a code fix and a tentative date of release has been provided.

Support/Engineering

Pending Engineering/Product Management

Support is collaborating with Engineering and/or Product Management. Ongoing updates may be delayed as engineering develops a code fix through our quarterly release cycles.

Customer

Pending Customer Action

Work has paused as Support waits on you.

Customer

Verify Resolution

Work is completed. You need to respond if the solution does not work or if you have additional needs. Otherwise, the case will auto-close in 9 days.

N/A

Closed

Closed cases can be reopened within 3 days. After 3 days, open a new case.

Support response times

Support response time and priority depends on the following parameters:

  • Business scope and impact
  • Type of environment in which you are seeing the issue
  • Your service level agreement (SLA) with Sage Intacct

When logging a ticket with Support, you will need to provide the following information to determine priority:

Field Name Selection

Business impact scope
  • Only one user
  • A few users
  • All users

Business impact

  • System down / Critical impact

  • Significant impact / Severe service downgrade

  • Minor impact / Most of system is operational

  • Informational / Translation

Provide any supporting information for Business Impact in the case description.

Environment
  • Production
  • Implementation / Sandbox
Initial Response Time* Essential or SP-ESSENTIALS Bronze, Silver, or SP-PREMIUM Gold, Platinum or SP-VIP

P1 Cases

1 Hour

1 Hour

1 Hour

P2 Cases

4 Hours

4 Hours

2 Hours

P3 Cases

8 Hours

8 Hours

4 Hours

* Hours are business hours.

SLAs apply only to production instances, not demo instances or sandboxes.

How to escalate a case

Before escalating a case:

  • Check your case in the Community for recent updates.
  • Enter a case comment to ask for an update.
  • Call Support to ask for an update.

To escalate a case:

  • Add a comment to the open case requesting the escalation.

Your request will be reviewed. If any additional information is needed, your assigned Customer Support analyst will contact you.

System maintenance and notifications

Sage Intacct reserves the right to take the system offline during scheduled maintenance hours:

  • Sage Intacct Financials: Fridays from 7:30pm to 11:30pm US Pacific Time
  • Sage Intelligent Time: Saturdays from 11pm to 1am US Pacific Time

For detailed information about scheduled maintenance for your products, refer to the Sage system status page (sage.com).

Subscribe to the RSS or Atom feed on the Sage status page to see scheduled updates.

Support security policies

The security of our client data is of paramount importance. Sage follows strict standards to ensure that our clients are aware of our actions.

Your company must authorize any requests for new designated support users, permissions changes, or password resets. You can do this via a comment in an open case or an emailed request from an authorized manager using a company email address.