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FAQ

FAQ's

What is Impac Solutions' Industry Focus?
  • Wholesale and Distribution
  • Manufacturing
  • Retail
  • Field Service Management
  • Franchisor/Franchisee
  • Financial
Sage 300 can be installed on premise on your own server or installed in a private cloud environment. Sage 300 is a hybrid solution that can be connected to multiple web based modules that work in real time in conjunction with Sage 300.
Prior to the project completion or “go live date” you may not be able to use your new system to its full capacity. Examples are workstations may not all be set up or connected to the network, you may not be able to print or access certain software/files.
Since each individual learns at a different pace, it is normal that some people will absorb the material better than others. If you feel you need additional instructions, please make your instructor aware.
Yes, it is helpful to make notes during your training for reference purpose.
Please note that estimated times for training have been provided for this project. They are based on averages. A charge will apply for any additional time required for training. You must provide Impac with a written authorization to provide additional training.
We respect your busy work schedule. During this project we will do our best to keep disruptions to a minimum. However, please expect some interruption of your daily routine during the implementation.
Errors are usually caused by a system user. Possible causes are improper system shut down, accidental deletion of files/folders/software, improper data entry, power variation/fluctuations, data corruption and other computer user errors. These types of errors are beyond our control and as a result Impac cannot be responsible. Support services to resolve these issues are available. Any additional support will be charged separately from original project, proposal or quote.
The frequency of support depends on the complexity of your systems and the technical expertise of the staff at your company. Impac’s support service may be required before, during and after implementation.

The Impac Team makes certain assumptions on the computer knowledge level of each user. Unless otherwise specified, we assume that each user has a minimum of intermediate level computer skills. Users have a good knowledge of how to use Windows and computer applications such as Microsoft Excel, Word, Outlook and other common applications. This makes a difference in the amount of training or re-training and support required. Should an individual not be able to grasp the material, they may require additional support or re-training. Impac Solutions quotes/proposals/estimates do not include system support. Re-training is classified as support.

Impac Solutions team requires a main company contact that we can communicate with for project or technical related communication. This person(s) will be our line of communication to your company. We are responsible for delivering communications to this person(s) and in turn they are responsible for distributing communication internally to the appropriate people.

Impac Solutions is not responsible for creating/manipulating/correcting any accounting, financial or other business data. We will assist with transfer of data to new systems, reconciliations and similar activities where required, but the ultimate responsibility rests with the Client to ensure accuracy and correctness.

System and user errors may occur from time to time. Use of the Hardware or Software is regulated by the standard “license to use Products” (refer to the Product Warranties section in this document). Impac Solutions is not responsible for errors caused by the Client’s internal users and IT staff. Support service for system or user errors is available by contacting our office. This service is billable, please refer to Billing and Invoicing Terms heading in this document.

The primary responsibility of Impac Solutions is to provide services and advice that enable you to implement and maintain your software and/or hardware system. This is in the form of training, consulting, support services and advice. These services are designed to provide you with a thorough understanding of the system, so that together with our guidance you are able to make good decisions regarding the setup and configuration of it.

The Impac Team makes certain assumptions on the computer knowledge level of each user. Unless otherwise specified, we assume that each user has a minimum of intermediate level computer skills. Users have a good knowledge of how to use Windows and computer applications such as Microsoft Excel, Word, Outlook and other common applications. This makes a difference in the amount of training or re-training and support required. Should an individual not be able to grasp the material, they may require additional support or re-training. Impac Solutions quotes/proposals/estimates do not include system support. Re-training is classified as support.

Business management software is sophisticated and complex to deploy. Impac Solutions knowledge and experience with the software comes from many implementations in different environments with specific and individual business needs. Our experience combined with intense training to gain product certifications has allowed us to develop a workflow that will deliver a successful implementation. We do not specialize in the products or services that you offer your customers, just as you are not experts in the products and services that we offer. This is why Impac Solutions always recommends that you allow us to do the entire implementation as well as continue to maintain and service your systems. In our experience, by purchasing our services, you can avoid lost time or lost opportunity that you or your company may experience if the software is not properly installed, and you have not received the proper training.

Additional support to resolve issues that you may come across is available by emailing our dedicated support team support@impacsolutions.com . Please email us with the details of your issue. Response times are approximately 4 – 8 business hours depending on demand. Phone support is also available by contacting our office and requesting the technician or consultant that services you.

Each Impac consultant uses a work order to record the time and description of any consulting service, phone or emails. During the time that we are engaged in the service call, notes are made of the details of the service. Upon completion of the service, a completion time is logged, and the work order is signed by an available Client contact. Each signed work order represents an agreement to bill for the said labour stated on the work order. Please take a moment to fully understand the service that was provided, before signing. Any discrepancies must be dealt with before signing the work order.

Impac Solutions quotes/proposals state the terms and conditions of the sale of software and services. All labour is tracked by our Work Order System. This system summarizes and keeps track of dates, times, a description of the service and who provided the service (all info. matches with the actual signed work order). For your reference, a printout of a work order summary report is always included with your service invoices. You may use this report to match with your copy of the signed work order.

Use of the Software is regulated by the standard “license to use Products” as specified by the manufacturer(s) of the Products which includes the terms and conditions of use as well as applicable warranty and limitation of liability information. These are available with the Software sold to you. Impac Solutions makes no warranty whatsoever regarding the good order of the Products or of their fitness for use.

Unless otherwise specified, the Software sold by Impac Solutions is not developed or manufactured by Impac Solutions. We are providing the Software as an authorized reseller and independent contractor of the respective manufacturer(s). Impac Solutions is not responsible for any defects or warranties relating to the software sold.

The Client recognizes that most software contains defects, and that it is the responsibility of the manufacturer of the software to fix these defects in the normal course of business. Impac Solutions will report any defects discovered in the Products to the manufacture(s), but cannot provide any assurance regarding whether the manufacturer(s) will fix the defect, or what period this will occur in.

Impac Solutions will provide support services to the Client relating to defects of Software, to assist with problems, queries, additional training and related activities at an additional cost.

Impac Solutions makes no warranties with regard to response times and the effectiveness of support services. Impac Solutions will act in good faith and make every effort to respond to queries in a timely manner, depending on the nature of the issue and available resources and will make every reasonable effort to address the issue as required by the Client.

The Client recognizes that support issues are not always easy to resolve. It may occasionally be necessary to investigate or attempt more than one resolution. Under certain circumstances it may not be possible to completely resolve a specific issue totally. Wherever possible, Impac Solutions will suggest alternative approaches to working around problems that arise that cannot be fully resolved. Provided that the Impac Solutions consultant acted in a reasonable manner, time spent in these circumstances is chargeable by Impac Solutions.