Sage FAPP (formerly Hartley)

Sage FAPP (formerly Hartley)

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About two years' ago we took out a rental agreement with Hartley UK Ltd to supply Hartley Accountant on a (minimum) 5 year deal. Since then, Hartley has been acquired by Sage and the standard of the product has suffered with numerous bugs and a poor level of support. This has been admitted by a Sage representative on their stand at the NEC.

As the nature of the supplying company has changed (from a small company to a multi-national firm) and the nature of the product also (from a stand-alone product to one that appears to be destined to be included in an integrated suite), we would appreciate comments on whether we would have a valid case for terminating the rental agreement. We would also appreciate any comments from firms in a similar position.

We have also been concerned to hear that a large "big five" firm is investing directly into Sage FAPP and feel that the end product will be more geared to a large practice and not to smaller firms such as ourselves.

We have contacting Sage asking that we be released from the agreement and have not yet heard back from them.

Any help, comments or suggestions would be appreciated.
Steve

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By Accounting WEB
22nd May 2001 12:36

Sage FAPP - a safe future under Sage
Alistair Steadman, Technical Support Team Leader for FAPP ([email protected]) has been asked to contact Steve to discuss his issues. I understand they have a long working relationship and I am certain Alistair can resolve his difficulties.

Some facts to consider - since Sage acquired Hartley the number of people dedicated to the future of this product has actually increased, with a team of 8 on R&D/Marketing and 8 on Technical Support (with a number of ex Hartley people heading this team up).

We also now have all of our direct sales people and a total of 7 Sage Accountants Centres who are committed to the future of this product.

The call statistics that we review every week show that customers are waiting a short time before they are put through directly to a Tech Support Consultant.

The vast majority of comments we get about FAPP support are positive and we intend to continue improving the level of support our customers receive on ALL of our software products on an ongoing basis.

We will obviously want to bring the benefits of FAPP to as many firms as possible, of all sizes, but the product will still be developed to be scalable to meet the needs of small to large firms.

It is not the case that one of the Big 5 firms is investing directly into FAPP. Sage has the resources to undertake this requirement itself and will continue to do so for the forseeable future.

Thank you


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By AnonymousUser
20th May 2001 19:23

SAGE / HARTLEY
We have found the service has gone down hill since sage took over from Hartley. Although we still feel as a firm that the product is basically very good.

Hopefully now that version 3.40 is now out (received yesterday)things will improve - we are a small firm 4 staff and find the time saving has been good compared to how we used to operate. Indeed we were orginally on rental and a few months ago purchased the software. We have found a good contact at sage if you want the name please let me know. Yes the bugs are frustrating - hopefully these are nowgone

[email protected]

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