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We are here to help! Did you know Online Chat and Email Support are available?

by ‎01-28-2009 05:05 AM - edited ‎04-06-2009 05:40 AM (11,991 Views)

Welcome!  I'm happy to be a part of this new blog and to share with you the latest changes to our support services for ACT! by Sage in North America.  With over 18 years experience in customer service I have had a unique opportunity of learning something new with each customer interaction and always appreciate new perspectives and ideas.  Your participation in this community is a great way to help guide decisions and shape support improvement initiatives for ACT! by Sage.


In fact, as a result of your feedback we have expanded our support services to include chat and email support.  With a current  Support Plan or Getting Started Warranty you can now begin a live chat session with a Support Specialist to assist with quick and efficient solutions to your ACT! questions.  For less urgent questions, you can also submit an email support incident and expect a response from a Support Specialist within 4-business hours.  Chat and email support can be easily accessed from our Online Services Page  at   The quick tutorial video included below provides a step-by-step guide so that you can quickly login and begin your chat session with a Support Specialist today!


Video: How to Access ACT! Chat Support


We have also updated our Support Resource Center to provide a quick reference to the self-service options available at  The self-service solutions in our knowledge center continue to grow and are further complimented by the solutions and assistance offered to you here at the ACT! Customer Community.


Are you using these new services?


Kevin Durio

Vice President, Customer Support & Service

Message Edited by kevin_durio on 04-06-2009 08:40 AM

on ‎02-08-2009 11:26 AM

Need help -- I purchased ACT! upgrade February 2nd and exchanged the version from real estate to standard when I learnt this was the right one to deliver my custom real estate needs.  From the minute I set up Sage Standard v9.11 I made over 10 calls into Customer Service and the Warranty Department to link up the original database (between 30 minutes to 3 hours).  After installation, ACT opens but the database does not and I'm unable to get any work done -- that's now 1 week,  I repeatedly asked for the steps to fix this issue and am still waiting for a response. I'm told the issue is linked to the cre database.  Can you please help me understand why ACT behaves this way and send me the steps so I can fix the issue without having to contact Customer Service.

by Moderator
on ‎02-09-2009 07:25 AM

Hello kgrogan,


Please check your private messages (yellow envelope towards upper right) or email.

‎02-10-2009 09:53 AM - edited ‎02-19-2009 06:38 AM

Hi RScully,

Thanks for your message!


I have moved your question to the ACT! forum where your question can be better answered by the experts and others members can search for the answer. Our Support Moderator, David Lunceford, will respond to your post shortly.





We recently purchased ACT 2007 (9.0) 5 user addition. The problem we are having is that we cannot control what contacts can be accessed by each user. Am I correct that this can only be done with ACT Premium? Is there any other way to achieve this level of security. If necessary what is the best way to upgrade to the Premium version?


Message Edited by kevin_durio on 02-19-2009 09:38 AM
‎02-18-2009 05:51 PM - edited ‎02-19-2009 06:55 AM

Hi MikeDelta,


Congratulations on your purchase of ACT!   Unusual for the help files to disappear, however we should be able to easily restore. Sorry about this inconvenience!


I have moved your technical post to the ACT! forum where the experts can better provide a solution and others members can search for the solution going forward. Our Support Moderator, David Lunceford will respond to your post shortly.


Keep me posted regarding the status of your implementation and let me know if I can further assist!





MikeDelta I am a new user with a bunch of questions. When I click on the ?/HELP icon, the section of screen (column to the right of the data record I'm working in) where help text should appear--disappears, leaving me with a lovely view of my desktop wallpaper. How can I restore the help feature?


Message Edited by kevin_durio on 02-19-2009 09:55 AM
on ‎02-20-2009 12:21 PM

Hello All,

I'm new to ACT so excuse me, if I ask stupid questions.

We have Act 2009 version.

I wanted to know if it's possible to send out an email reminder, under schedule. 


For instance, I would like ACT to send my customer an email on a set date that his sensor needs calibration.

Is this possible?


Thnx a bunch

Brian Fraser

on ‎02-23-2009 09:22 PM

Hi Brian911,


Glad to have you join the ACT! family.....thanks for forwarding your question!


Our current product will not allow you to schedule the reminder as referenced.    I will submit your idea as an enhancement request. 


Sorry that I don't have a better solution at this time.....thanks for sharing!



‎03-31-2009 06:10 PM - edited ‎04-02-2009 06:02 AM

Hi Rajkumar,


Thanks for your message!


As Mike referenced in his previous thread, the Product Forum is the best location for your product advice questions where other community members can quickly respond.  


As a new customer you have several options available to get you started with ACT! including the Product Forums, ACT! Knowledge Center, and Chat or Phone access to the Support Team.    Getting Started Support is available free of charge for the first 30-days following registration.  


I will ask a Support Specialist to follow-up with you today and will move your question to the ACT! Premium Forum.


Kevin Durio



We have purchased ACT! Version with 10 User Licenses for our Business development Team.  I am new to the ACT Software and I have some basic questions. Kindly suggest me the right way to implement the User database. 

We have 10 sales executives, all are having own Excel Data base for Calling. In this scenario which is the best way to create a database.

1.       Single database  access for all executives or Individual database for everyone . All are going to fix the appointment for one Person (Manager). Please describe in detail

2.       My ACT! Software running in Virtual directory like is there any configuration to access my online ACT without Virtual  Directory  like Http://



Message Edited by kevin_durio on 04-02-2009 09:02 AM