Sage 50 Data Repair Service Terms

Sage 50 Data Repairs – Terms and Conditions

Sage 50 Data Repairs are a speciality of ours. We offer an alternative to using Sage’s data repair service when you or your clients Sage 50, 50cloud or Instant Accounts data needs fixing due to Errors or Invoice & Order Warnings.

1. To keep costs down we don’t provide fixed quotes for Sage 50 Data Repairs.

Our Charges from the 1st January 2023 are as follows:

The Hourly Rate in the UK and Europe is GBP £150.00 + VAT (if applicable) per hour.
The Hourly Rate in Australia is AUD $300.00 per hour.
The Hourly Rate in New Zealand is NZD $330.00 per hour.

We reserve the right to amend this rate at any time without prior notice.

2. The Minimum Data Inspection and Repair Fee is:

For Business/Working Hours Repairs:
Bookings or Data Uploaded between the hours of 6am & 3pm Monday to Friday.

The Minimum Fee is 2 hours per Company Data Set:
In the UK & Europe GBP £300 + VAT (if applicable)
In Australia AUD $600
In New Zealand NZD $660

For complex data repairs the fee increases in half hourly increments from the 2 hour minimum.

For Out of Hours (Overnight/Weekend) Repairs:
Bookings or Data Uploaded after 3pm Monday to Friday or at Weekends.

The Minimum Fee is 3 hours per Company Data Set:
In the UK & Europe GBP £450 + VAT (if applicable)
In Australia AUD $900
In New Zealand NZD $990

For complex data repairs the fee increases in half hourly increments from the 3 hour minimum.

Note:
If your Data Repair was booked in or uploaded in Business/Working Hours and is not finished by 3pm you will not pay the Out of Hours (Overnight/Weekend) Repair Fee.
If you book your data in for a Business/Working Hours Repair, you can upload the data the night before.

The Out of Hours (Overnight/Weekend) Repairs don’t really apply to customers in AU/NZ due to the Time Zone difference, but the Weekends would.

Over the last 20 Years the average fix times are as follows:

• 75% of fixes – 2 Hours
• 20% of fixes – 3 Hours
• 4% of fixes – 4 Hours
• 1% of fixes – 5+ Hours

3. You should pre-authorize between the Minimum Fee and 4 hours before submitting the data to us for repair.

We will only contact you for approval if it looks like the repair will take more than four hours or result in an excessive loss of data.

4. You must send us Live data. When we have the Live data you cannot post anything on Sage, otherwise it will need to be re-entered when we return the fixed data.

You or your client must have stopped processing in Sage as any data entered after the backup has been taken to submit to us will be lost and would need to be re-entered. You can continue to view data in Sage whilst we are working on the repair.

It is also extremely unwise to continue using Sage if it has errors in the data. You or your client could end up losing more data or even trash the data irreparably.

In exceptional cases we will pre book a particular date for a fix. Otherwise, fixes are carried out on a first come, first served basis and are subject to the availability of our highly experienced lead repair technician.

5. You must understand the following condition.

Adept does not guarantee to restore total correctness to the fixed data.

When fixing data we restore the integrity to the Sage data so that no errors are reported by Check Data and no new errors are created as a result of the fixed errors. However, if data has been overwritten or was never written correctly in the first place we can’t magic it out of thin air. For this reason we can’t guarantee total correctness.

6. Linkage Corruption in the Invoice, Sales Order & Purchase Order Modules.

This type of corruption results in the Item Lines for earlier SOs, POs or Invoices getting jumbled up every time a new SO, PO or Invoice is entered. Sage v25 and below’s Check Data routine reports this as a Warning but Sage v26 and above now correctly reports them as Errors. The message you see is along the lines of “Invoice or Order 12345 total net different from sum of item net values” or similar. However, these warnings can be caused by other types of corruption as well. Please do not attempt to delete the offending records as this can make the corruption worse and unfortunately Sage seem to recommend this as option, but it just moves the corruption onto other invoices or orders.

When Linkage Corruption is present, we can repair the integrity of the Invoice/SOP/POP Module files so that no new warnings or errors are reported. However it is not possible to guarantee that all the historic Invoices, Sales Orders & Purchase Orders will have the correct items reattached to them. Once we have repaired the integrity of the module, you can remove and re-enter the invoices or orders if required. Our Free Adept Sage 50 Health Check Tool has a Linkage Corruption Test that you can run from the Menu button.

7. Please include the following information when you submit data for repair.

a) Please confirm that the data is Live data.
b) Please confirm that we are authorized to proceed with the repair and specify either “Up to 4 Hours” or “Unlimited Hours”.
c) The Manager password if known (this saves us 10 minutes).
d) The name of the backup file that you are uploading to us.
e) Any supporting information. This could be a description of any symptoms that you are experiencing or anything else that you think is relevant to the repair.
f) Your contact details including out of hours mobile numbers etc.
g) You must tell us if you have integrated your Sage 50 or 50cloud Accounts with Sage 50 Manufacturing.

Ideally the Sage backup you send us should be Data Files only. If there is a choice, it should be the one taken before any attempt was made to fix the data using Sage’s Fix button or Data Recovery tools.

You should upload the backup file to us using the following web link. Max size is 200Mb. Time to upload is approximately 6 minutes per 10Mb. If you zip the backup file (right click and Send To>Compressed (zipped) Folder) it will reduce the file size by about 20%.

The Adept Upload page: http://www.lanelay.net/

You can also submit data to us using Dropbox and this is the preferred method if your backup is larger than 200Mb. If you do not have a Dropbox account click here to sign up and obtain 2Gb of free cloud storage. For more information about Dropbox click here. Please contact us for the upload link.

8. After Fix Care

There is no point in having the data repaired if it’s just going to break again.

We have established that the likelihood of getting corruption in Sage 50 data is inversely proportional to the speed that Sage can read it’s data.

We strongly advise that you run our freeware Adept Sage 50 Health Check on all computers. Computers that are reading Sage data over a network should be able to achieve at least 300 records per second on the Health Check’s Split Read test. If they can’t, please submit screen shots of the Health Check results to us for comment.

9. Payment Terms.

Our terms are “electronic payment before repaired data is returned”. We will send you a Payment Request email describing how to pay when we know what the final fee will be. We will also send you a PDF format VAT Invoice.

10. To book your data in for repair.

Check our availability and Select your preferred date in the Booking calendar on this page. We might still be able to squeeze you in, even if we are showing a Red “No Availability” sign, so please call or email us to discuss. Then complete the required contact fields including the Captcha sequence. Please enter the following information in the Details field:

a) The number of errors being reported by Sage’s Check Data routine.
b) The version number of your Sage program (select Help>About in Sage**).
** We always have the latest updates/hot fixes for sage versions installed as many of them are critical performance updates.

If possible you should email us a Scan or PDF of the Sage Error & Warning Reports. We’ll send an email to confirm your booking asap.

When submitting your data to us please note the additional information requirements in section 7 above, we’ll also put this in our booking confirmation email.