A Guide to Switching Support Partners
By Frazer Hardy, Percipient
Switching your Sage Intacct support partner is a big decision, but when it’s done right, it can unlock productivity, reduce frustration, and ensure your tech investment delivers its full potential. Whether you’re already committed to making a change or just exploring options, here are ten steps to help you make a smooth, stress-free transition.
1 Clarify Your ‘Why’
Before changing providers, nail down your primary pain points. Are you experiencing sluggish response times, a lack of proactive guidance, or support that doesn’t fully understand your business? Having clear reasons will help you benchmark potential new partners.
2 Scan the Market
Don’t just opt for the first option. Look for candidates that:
- Have a solid reputation and client endorsements
- Possess experience in your industry
- Align with your company values and culture
- Offer a direct human connection (not just ticket-based support)
- Hold relevant certifications (e.g. Sage Intacct accreditation)
- Can scale as you grow
3 Audit Your Current Contract
Review your existing support agreement for the fine print: termination clauses, notice periods, exit fees, data ownership, and access rights. You want to avoid surprises mid-transition.
4 Map a Transition Timeline
Create a phased plan so there’s overlap between your outgoing and incoming support partners. Include onboarding time, handover windows, and buffer periods for unexpected hiccups.
5 Secure Access & Permissions
As part of the handover, make sure the new partner gets everything they need:
- System admin access
- API keys, integration credentials
- User permissions
Once the transition is complete, remove access for the old vendor.
6 Document Open Cases & Customisations
To prevent data loss or missed issues, pull together:
- A list of unresolved support tickets
- Details of custom workflows, integrations, and automation scripts
- Any ad hoc reports or unique set-ups
7 Define the Scope & SLAs
Before you agree to anything, get key elements in writing:
- What’s included vs excluded
- Response and resolution targets by priority
- Escalation paths and contact protocols
8 Plan Knowledge Transfer & Training
A new partner is only as good as your team’s ability to work with them. Schedule training sessions, update procedures, and make sure key users are fully up to speed.
9 Focus on Compliance & Security
Ensure that your new partner adheres to GDPR or relevant industry regulations, has robust backup/disaster recovery practices, and strictly limits unauthorised access.
10 Build for the Long Term
A support relationship should be ongoing and dynamic. Establish regular check-ins, performance reviews, and feedback loops to ensure the service continues to evolve in alignment with your goals.
Case in Point: Real-World Success
Lakeland Leisure Estates switched to Percipient, citing our deep hospitality expertise, easy collaboration, and confident support. Their Finance Director, Dan Fisher, shared:
The team’s understanding of our industry, including the nuances, nuts and bolts of the sector, and best practice model, gave us immense confidence from the outset. The Percipient team were genuinely so easy to build a relationship with, bringing insight, and experience around the nuances of hospitality, ideas, friendship and laughter to the table throughout the project. We’re already looking forward to our next health check, where we’ll review the system and seek further improvements.
That’s the kind of partnership we strive for — not just ‘support’, but continuous value.
Why Percipient Makes a Difference
If you’re managing Sage Intacct, having the right support partner can make a world of difference in leveraging your investment. Percipient combines technical prowess with industry insights and proactive service, and we’d love to show you how we can help.
Ready to Make the Switch?
If you’re ready to explore how a better support partner can change your operations, let’s talk.
Contact us today at 01606 871332 or drop us a message, and we’ll schedule a free consultation to assess your needs and plan your transition, no strings attached.