Is Data Fix a chargeable service? While certain data fixes are always chargeable, this also depends on the Business care license. Non cover clients: Yes, the charge is R1100.00 excluding VAT per hour. End-User clients with covers: We charge for data fixing when users cause issues due to negligence, processing errors, or incorrect system changes. Charges also apply if you’ve used up your four free data fixing hours. Dealers/Business Partners and forum members: Yes, the charge is R960.00 excluding VAT per hour. Cover clients outside of data fixing hours: Yes, the charge will be R960.00 excluding VAT per hour.
What is the difference between a chargeable and non-chargeable Data Fix? Chargeable: Where there's no actual corruption, the client has been negligent. Non-Chargeable: If there’s corruption within the database. We'll cover this in the four free Data Fix hours, if there's any available. Non-Billable: If there’s a defect that causes the corruption or problem. There are no hours or charges for these fixes. Ensure you check with the support agent if the fix is a chargeable, non-chargeable or non-billable fix before booking the data in for a fix.
If I'm a Dealer/Business Partner or Forum member and I'm booking in a client's data, is it still chargeable? If your client has an active business care license, you’ll need to log the Data Fix under their account. Use their base serial number, customer number and customer zone password. The Data Fix will come off their Data Fix hours as long as they have hours available. Log the Data Fix under your account and you’ll be liable to pay the R960.00 excluding VAT per hour.
Where can I find the base Serial Number, Customer number, Build number and Customer zone password? - In your Sage 50cloud Pastel program, select Help then About.
Request your Customer Zone password when you book your data in from the Support Consultant.
What is the turnaround time for a Data Fix? One to two working days.
Why should I avoid processing in my company while you're fixing the dataset? We work off a backup of your data, we only have the information that you processed up to that point. Once we've corrected the dataset, we send a backup of the corrected data back to you. You then restore the fixed backup. If you processed data while we were fixing the dataset, our backup will overwrite it. You’ll need to redo all processing done during that time.
What if I can't afford the turnaround time, is there a fast way to get my data fixed? A Certified Pastel Dealer who specialises in data fixing can perform the Data Fix onsite. Certified Pastel Dealer will have their own charges. If you aren’t sure which Certified Pastel Dealer can assist, contact our Support Team Contact support.
How do chargeable fixes work? We’ll fix the data the same way as a normal data fix. Your data gets put into a queue and once we fix the data we'll send you the invoice. We generate invoices after we complete the fix, as we don’t know how long a Data Fix will take beforehand. Only once you’ve paid the invoice and sent proof of payment will we then release the data to you.
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