Welcome to Our Support Page!
At Madken Advisors, we’re committed to ensuring clarity and fairness as you transition into our support phase. Below, you’ll find a breakdown of the services included in your support plan and when certain work might fall into a separate project category. Our goal is to provide transparent communication and exceptional service at every step.
What’s Included in Your Support Plan?
We’re here to help with everyday questions, troubleshooting, and small tweaks to keep your Sage Intacct system running smoothly. Here’s what’s always included:
Covered Support Services:
- System Troubleshooting & Error Resolution
- Fixing bugs, error messages, or other system quirks.
- Tackling performance-related issues to keep your system running smoothly.
- User Support & Guidance
- Answering questions and providing helpful tips.
- Sharing best practices to maximize your system’s efficiency.
- Minor Configuration Adjustments
- Answering questions on user roles or permissions as needed. We do not update user roles after Go Live.
- Answering questions on approval workflows as needed. Generally speaking, we do not update Approval Workflows after Go Live.
- Market Place Partner Integrations
- Madken will assist with ensuring 3rd party Marketplace applications are correctly connected to Sage Intacct.
- Report Edits
- Answering questions and providing helpful tips.
- Sharing best practices.
- Generally New Reports or Report Edits may require a Statement of Work.
These services are included as part of you annual Intacct subscription.
When is Work Considered a Project?
Sometimes, your needs may go beyond included support. In these cases, we’ll treat the work as a project, which is billed separately.
Billable Project Services:
- New Features or Modules
- Implementing new modules.
- Expanding the system to support additional teams or business units.
- Custom Reports & Dashboards
- Designing entirely new reports or dashboards tailored to your unique needs.
- Major System Changes
- Restructuring your chart of accounts or revamping workflows.
- Making changes that impact multiple areas and require in-depth testing.
- Custom Integrations & API Work
- Creating or integrating custom integrations.
- Data Migration & Bulk Updates
- Importing historical data or performing large-scale updates.
- Advanced Training
- Providing detailed training sessions for new employees or advanced system features.
- System Overhauls
- Redesigning your system for major process changes or reimplementation.
Need Help Quickly?
If something urgent comes up, reach out to us directly! For requests that might fall into a “gray area,” we’ll be upfront and work with you to decide the best approach.
Support Availability
- Support Portal: Submit your requests anytime via our help desk.
- Hours: We’re available Monday to Friday, 9 AM – 5 PM CT.
We’re here to ensure you have the best experience possible with Sage Intacct. If you ever have questions, don’t hesitate to ask—we’re always happy to help!