Need a little extra help?
If your team relies on support tickets to get unstuck in Sage Intacct, you know the drill. Describe the issue, someone (or AI) picks it up, and you get an answer. For a lot of questions, that's exactly what you need.
But some questions aren't really problems to fix. They're decisions. And decisions need a different kind of help.
What Sage Support is built for
Sage support is good at what it's designed to do. Something is broken, a feature isn't behaving the way it should, an error won't go away. The support team knows the product well. They can tell you how a feature works and whether you've hit a bug.
What ticket-based support isn't set up to do is learn your business. Each ticket starts fresh. The person helping you usually doesn't know how your dimensions are structured, why your approval workflow was built the way it was, or which workaround your team put in place two years ago.
That isn't a flaw. It's how ticket-based support works. It's built to answer the question in front of it.
Where the gap shows up
The gap appears when the question is "what should we do?" instead of "why isn't this working?"
Should we turn on this new feature, and what will it affect?
How should we set this up, given the way we already use Intacct?
At go-live we weren’t ready to tackle this. We are now.
These questions don't have one right answer. The answer depends on your chart of accounts, your dimensions, your workflows, your team, and the decisions made during implementation. Without that context, you get a general answer. It may be accurate, but it isn't necessarily right for you.
What nuvemXP Premium support looks like
That's the idea behind nuvemXP's premium support. It works alongside Sage support. It doesn't replace it.
A named consultant. You work with the same person, who learns your setup and keeps that context over time. You don't have to re-explain your environment with every question.
How-to and configuration help. Reports, dashboards, Smart Events, workflows, imports, and new features. These are the "how should we do this?" questions that fall outside break/fix.
Help with Sage tickets. When you do need to open a ticket, we can help you frame it, follow up, and make sense of the answer in the context of your setup.
Is it right for you?
If most of your questions are quick fixes, ticket-based support probably covers you well.
If you're making configuration decisions with no one to sanity-check them, or putting off new features because you're not sure how they'll fit, that's usually the sign you need more.
Either way, if you ever want a second opinion from someone who knows Intacct and takes the time to understand how you use it, we're happy to talk.