FAQ (Sage Business Cloud Payroll Professional)

Frequently Asked Questions

Your guide to start working in the cloud

Errors and Solutions

Technical & Security

Access & Processing

General

© 2019 Sage Software, Inc. All rights reserved.

Frequently Asked Questions

How do I generate and upload my IRP5 file into e@syFile?

Tax Year End checklist, FAQs and Troubleshooting guide. to assist you with your submission

Resources

Need assistance?

© 2018 Sage Software, Inc. All rights reserved.

Frequently Asked Questions

Your guide to start working in the cloud

Errors and Solutions

Access & Processing

Technical & Security

General

© 2019 Sage Software, Inc. All rights reserved.

Frequently Asked Questions

How do I generate and upload my IRP5 file into e@syFile?

Tax Year End checklist, FAQs and Troubleshooting guide. to assist you with your submission

Resources

Need assistance?

© 2018 Sage Software, Inc. All rights reserved.

Technical & Security

Sage VIP Premier and Classic

Release 5.1a

Technical

Security

Previous Releases

Access & Processing

Accessing the system

Processing payroll

Sage City

Sage City

Sage City allows you to search content, solutions and information on numerous topics, to assist you to use and navigate the payroll application. Be sure to join and bookmark the Sage Business Cloud Payroll Professional page!

Join the Sage VIP Payroll & HR South Africa Support Group on Sage City! Available 24/7, the forums are a great place to ask and answer product questions, as well as share tips and tricks with Sage peers, partners, and pros.

Sae VIP

How to find a solution

How to join Sage City

How to join a group and forum

How to ask a question/start discussion

* All templates to chane and be rebranded, and page address to be confirmed

Click here to visit Sage City

You have the options to make a full system backup and rebuild all payroll data

Live Chat

Your payroll application gives you access to chat online with our Support Team, if you have quick and less complicated questions.

Sag City

Sage 200c VP

Live Chat Support Hours • Monday – Thursday: 08:00-17:00 • Friday: 08:00 – 16:00 • Weekends and public holidays: Closed

How to access Live Chat in your application

Guidelines how to make a Full Sstem Backup

Download Instructions for Release 5.1a

Should you use the chat function after hours, please expect a response the next day. Your query will be responded to in an email.

• No long queues

Benefits of Live Chat

• No long queues waiting for a consultant to answer the phone
• Instant access from you application (internet connection required)

Templates and links still to be done

Self Help

Sage City

Join the Sage Business Cloud Payroll Professional group on Sage City! Available 24/7, the forums are a great place to ask and answer product questions, as well as share tips and tricks with Sage peers, partners, and pros.

Sage City allows you to search content, solutions and information on numerous topics, to assist you to use and navigate the payroll application. Be sure to join and bookmark the Sage Business Cloud Payroll Professional page!

How to join Sage City

How to search for a solution

Sae VIP

How to ask a question/start discussion

How to join a group and forum

Click here to visit Sage City

You have the options to make a full system backup and rebuild all payroll data

Training

Sage Learning Services will assist you in gaining expertise, using a variety of solutions that automate manual and time consuming business processes. Our expert trainers deep dive into our software, providing you with the know how to use the product to its full potential. From Accounting, to Payroll & HR, to Intelligence Reporting, and more, we offer all you need.

Guidelines how to make a Full System Backup

Should you use the chat function after hours, please expect a response the next day. Your query will be responded to in an email.

SBCPP Basic training

Bridging e-learning

Chat Support Hours • Monday – Thursday: 08:00-17:00 • Friday: 08:00 – 16:00 • Weekends and public holidays: Closed

Want to book training? Click here for our contact details

You have the options to make a full system backup and rebuild all payroll data

Live Chat

Your payroll application gives you access to chat online with our Support Team, if you have quick and less complicated questions.

Sag City

Sage 200c VP

Live Chat Support Hours • Monday – Thursday: 08:00-17:00 • Friday: 08:00 – 16:00 • Weekends and public holidays: Closed

How to access Live Chat in your application

Guidelines how to make a Full Sstem Backup

Download Instructions for Release 5.1a

Benefits of Live Chat

Should you use the chat function after hours, you will be recommended to submit your query per webform.

• No long queues

• No long queues waiting for a consultant to answer the phone
• Instant access from you application (internet connection required)

Templates and links still to be done

Consultation

As a Sage client you benefit from a range of services provided by Sage Business partners. If you want to book a payroll consultant to help you with implementations, system changes and general assistance, you can submit your request on the link below:

Guidelines how to make a Full System Backup

Should you use the chat function after hours, please expect a response the next day. Your query will be responded to in an email.

Book an consultation with an accredited Sage Partner

Download Instructions for Release 5.1a

Sage Business Cloud Payroll Professional allows the user to provide access to a Sage Consultant of a limited time period

How to give access to Sage Consultant

Submit your booking request as soon as possible for a suitable date

• No long queues

Chat Support Hours • Monday – Thursday: 08:00-17:00 • Friday: 08:00 – 16:00 • Weekends and public holidays: Closed

You have the options to make a full system backup and rebuild all payroll data

Web form

Contact our support team via web form with queries that are more detailed.

Guidelines how to make a Full System Backup

Submit a web form

Book an on-site/remote consultation

Guidelines how to make a Full System Backup

Include the following information:

• Site code and company name
• Contact person details
• Detailed explanation of the enquiry
• Add printscreens or reports where applicable

E-mail Support Hours • Monday – Thursday: 08:00-17:00 • Friday: 08:00 – 16:00 • Weekends and public holidays: Closed

Book a Group Consultation (Sage VIP only)

Premier HR

Download Instructions for Release 5.1a

Please note that our turnaround time is 48 hours. Should you have an urgent query, please contact us directly on Live Chat Support

• No long queues

You have the options to make a full system backup and rebuild all payroll data