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Customer issues & escalation

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Common customer issues

These are examples of issues customers may raise with Sage:

  • Onboarding errors
  • Missing or duplicate transactions
  • Accounts stuck in pending
  • Reauthentication requests appearing too frequently

These are considered Priority 4 (Low) and should never be escalated to Sage by the provider on behalf of the customer.

Correct escalation route: Customers must contact Sage Product Support directly via their usual Sage support channels.

Customer support responsibilities

Important: Completion and return of the official Support Model Template is required before progressing to production.

As defined in the support model template Providers are not responsible for handling direct customer support requests.

All end-user (customer) issues — such as onboarding problems, missing or duplicate transactions, or frequent reauthentication — must be raised by the customer directly to Sage Product Support via their usual Sage support channels.

If a customer contacts your team directly, you must redirect them to Sage.

Key principles

  • Customer-first approach: All customer-facing issues go through Sage support channels
  • Provider focus: Providers handle technical integration issues only
  • Clear escalation paths: Well-defined processes for different issue types
  • Documentation: All issues must be properly documented and tracked

When to escalate to Sage

Only issues related to the technical integration — not customer experience — should be escalated by providers.

Priority levels and escalation contacts

Priority Type of Issue Contact Response Time
P1 Service outages, live incidents, security breaches [email protected] Immediate
P2 Maintenance events or degraded performance [email protected] 2 hours
P3–P4 Integration-specific issues (not customer queries) [email protected] 24 hours

Reminder: The SageServiceFabricSupport inbox is for third-party integration issues only — not customer support requests.

What NOT to escalate

  • Customer onboarding problems
  • Missing or duplicate transactions (customer-reported)
  • Account status issues
  • Reauthentication frequency complaints
  • General customer support queries

Required details for escalation

When contacting Sage about integration-related issues, always include the following information:

Essential information

  • Summary – Brief description of the issue
  • Supporting Evidence – Screenshots, logs, or video (if applicable)
  • Bank Account Identifier(s) – For affected customer(s) (this will be a UUID)
  • Bank ID – If specific to a financial institution

Additional helpful details

  • Timeline – When the issue started and any relevant events
  • Impact – Number of customers or accounts affected
  • Steps to reproduce – If applicable
  • Previous occurrences – If this is a recurring issue
  • Provider system status – Any known issues on your end

What’s next?

  • Review the launch checklist to ensure your support process is properly established
  • Return to the go-live overview to continue with your launch preparation
  • Contact your enablement engineer to discuss your support process setup
  • Complete the Support Model Template and return it to your enablement engineer

Reminder: Customers must contact Sage Product Support directly for all standard service-related issues.

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