Hosted Server Support

AT A GLANCE If you have Sage products installed on a hosted cloud server (i.e., Swizznet, myCREcloud, Trapp, Aktion, etc.), you will need either administrator access to the server or have your hosted server provider available to give you/us access to the server. Administrator access to the server is required for software and tax updates, issues relating to licensing and SQL Replicator, troubleshooting issues experienced by multiple users, and other issues. At times, Sage Support needs to logon to the server desktop with a screenshare to perform troubleshooting tasks. This can be accomplished if you already have remote access to the server or by way of your hosted server provider support team. It’s important to keep in mind that access to the server is a screensharing session directly to the hosted cloud server desktop, not navigating with Windows Explorer. If you need assistance with a workstation, we may or may not need to access your server. With larger issues, it’s very likely we will need to have server access. SUMMARY Cannot install update for program that is on hosted cloud server Cannot install tax update on hosted cloud server Cannot install program update on a hosted cloud server Cannot Activate for program that is on a hosted cloud server Cannot access hosted cloud server desktop for support troubleshooting

You will need at least one of the following:

• Access and administrator rights to the hosted cloud server desktop.
• Your hosted cloud server support team available for a conference (3-way) call with Sage Support.
• Have your hosted cloud server support team perform the troubleshooting with Sage.