At Abila, we're passionate about serving our customers and helping them fulfill their missions. That's why Abila Maintenance and Support provides you with access to a variety of valuable services available from our support team. You don't need to worry about incurring extra fees for services covered by your support plan. We are here for you.

Generally speaking, our Customer Support analysts can assist you with getting the most value from your solution by:

  • Troubleshooting problems you may encounter when installing or using software
  • Providing clarification for aspects of the software you've been trained on, but need further clarification on
  • Offering suggestions for the most effective ways to use the software
  • Providing you with or directing you to the appropriate resources for assistance
  • Providing guidance on how to recover from mistakes

There are some topics not covered by our Maintenance and Support plan. Generally speaking, the following topics lie outside the scope of your agreement:

  • Providing product training
  • Performing software, product, application, or job related activities (software installation, data entry, creating reports, etc.)
  • Assisting with third party software* (installation, training, trouble shooting, integration, etc.)
  • Providing organization specific consulting or accounting advice.
  • Repairing data or database issues caused by user error, third party software, or misuse of the solution.

Rest assured, Abila can help you with topics that fall outside the scope of your Maintenance and Support agreement. Abila Authorized Partners and our own Professional Services and Learning Services teams offer a wide variety of services to assist you with your organization's needs.

Need further clarification on areas covered by Abila Maintenance and Support? Please select a category from the dropdown menu below to view additional information and resources. If you need further assistance, please feel free to contact the Customer Support team. Our goal is to ensure you have the tools you need in order to deliver on your mission.

Installation & Upgrades
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Clarification of any installation or upgrade steps
  • Troubleshooting problems encountered during installation and upgrades
  • Step-by-step installation assistance
  • Local (on-site) or remote installation services
  • Consulting services to install or resolve non-Abila installation issues specific to your organization's technical environment
  • Your Abila-authorized Business Partner or Abila Professional Services
  • Your own IT staff
Setup, Configuration & Data Conversion
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Clarification of what various fields and codes mean and how they are used
  • Troubleshoot problems encountered during setup, configuration and data conversion of Abila products
  • Recommendations on usage of Abila products in your organization
  • Consulting services, such as gaining an in-depth understanding of your organization's needs and customizing your configuration to meet those needs
  • Step-by-step migration of data from your previous software version or other software solution
  • Configuring third party applications
  • Creating or troubleshooting customizations (i.e. HTML SQL scripts & triggers, etc.)
  • Training
  • Your Abila-authorized Business Partner or Abila Professional Services
  • Your own IT staff
Data Entry/Product Operations
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Guidance on how to fix problems created by incorrect data entry through the Abila product interface
  • Clarification of what various fields mean or processes you may find confusing
  • Troubleshooting problems encountered with data entry or product operations
  • Troubleshoot Abila product related errors and messages
  • Analyzing your individual transactions to determine the source of a data entry error
  • Advice regarding how to code individual transactions
  • Reconciling your bank statement
  • Training
  • Assistance with data entry or manipulation outside the Sage user interface
  • Your Abila-authorized Business Partner or Abila Professional Services
  • Authorized data repair centers
  • Your accountant
Import / Export
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Guidance on proper format for importing data into your Abila solution
  • Troubleshooting errors encountered when importing data into your Abila solution
  • Troubleshooting problems encountered exporting data from your Abila solution
  • Exporting accurate data from third party software or validating/formatting it for you so that it can be imported into your Abila solution
  • Creating your data definition files or mappings for data import
  • Importing data into a third party product
  • Usage and configuration questions on third party products
  • Training
  • Your Abila-authorized Business Partner or Abila Professional Services
  • Authorized data repair centers
  • Your accountant
  • The third party software publisher
Reporting
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Clarification of what various reporting options mean
  • Troubleshooting errors encountered when setting up or running reports
  • Guidance on creating/customizing/refining a basic report to meet your reporting needs
  • Creating or designing reports
  • Troubleshooting problems encountered with customized reports or third party reporting programs or tools (formatting formulas, parameters, etc.)
  • Assistance connecting your Abila data to third party reporting tools
  • Training
  • Your Abila-authorized Business Partner or Abila Professional Services
  • The third party software publisher
  • Your own IT staff
Hardware/Operating Systems/Databases/IIS/Browsers
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Clarification of system recommendations and requirements
  • Guidance on any specific configuration settings required by your Abila solution
  • Troubleshooting printing errors received in your Abila solution when printing is working otherwise
  • Installation
  • Configuring vendor systems (desktop operating systems, Microsoft Server and/or SQL Server, IIS, SMTP, remote services, etc.)
  • Troubleshooting stability, performance or other problems
  • Troubleshooting operating system issues - firewall, antivirus, permissions
  • Troubleshooting, installation, or configuration of your Virtual environment (Citrix, VMWare, HyperV, etc)
  • Assistance with installation or set up of email, browsers, etc.
  • Assistance with printer connectivity or configuration
  • Training
  • Your Abila-authorized Business Partner or Abila Professional Services
  • The third party software publisher
  • Your hardware, OS, database, IIS or browser vendor
Network Connectivity
Abila Maintenance and Support Coverage
Outside of Abila Maintenance and
Support Coverage
Additional Resources
  • Troubleshooting connectivity issues within your Abila solution when your supported network infrastructure is otherwise working
  • Troubleshooting connectivity to a Abila hosting center when Internet connectivity is working
  • Troubleshooting internet connectivity
  • Troubleshooting other connectivity issues that exist outside of your Abila solution
  • Assistance with unsupported networks
  • Installation, troubleshooting or configuration of network (WAN/LAN) security/cards/cabling/hardware/software
  • Training
  • Your own IT staff
  • Your Internet Service Provider (ISP)
  • Your external vendor
  • Your Abila-authorized Business Partner or Abila Professional Services