The Legacy Support Group - Support Philosophy

The following table encapsulates the differences between us and the vendor.

Vendor’s Philosophy	TLSG Philosophy
With each new support question, you get a different person helping you. For most vendors, support is the role of the least experienced and newest employees.	You are assigned a dedicated resource, one that has at least ten years experience with vendor packages. Every time you call, you get the same consultant. More?
Annual support payments are used to develop new systems that you may not want, need or ever use.	Our services can save you up to 60% of your current support since payments to us are used only to support you. We are not in the business of developing new software. More?
The vendor’s support services are a necessary evil for them. It is the only way they get post-sales revenue to fund other activities. They would love it if you never, ever called with a support question. This results in call aversion on your part.	If we don’t talk to you at least once a month, then we are not doing our job. The key to providing personalized support is to know what is happening in your company and industry before problems arise. This results in problem avoidance. More?
The vendor’s support service is predicated on all users running the same version of the system.	We want you to run the version that best fits your business needs, not those of the vendor. More?
The answer from the vendor to any question about capabilities is “yes, the system can do that”. That may be true, but it may not be the best option for you.	Our consultants are not tied to the vendor and have a wide range of expertise in other technologies. We will help you solve your business problems using solutions that fit your needs, not those of the vendor. More?
The vendor provides updates to support regulatory requirements in all states in one update package.	If you do business in a handful of states, we allow you to unbundle our updates so you can selectively update your system. More?
Most problems with your system are caused by the installation of the last vendor update and you have to apply the next update to fix the problems caused by the previous update. And so the cycle continues.	The TLSG philosophy is to fix only what needs to be fixed or what is a regulatory requirement, in your system, not every system out there. When you report a problem, we develop a solution that works on your version of the software. More?

In short, software vendors have a business model that supports their profits not yours. This model reduces their workload and increases yours. This model puts their interests before yours. And most incredibly, you are paying them for this pain!

We provide personalized, 24x364 support (we are closed Christmas day) services for your vendor system. This includes ‘production down’ situations, software updates and ‘fixes’ for your systems to operate in your environment and ‘work day’ help desk support. Requests for ‘hands on’ support for other issues will be billed under our normal consulting rates.

We will keep your system in compliance with legally mandated changes. For Accounts Payable systems this includes updates for 1099-MISC and T4A. This also includes consulting assistance for state and local reporting.

For Fixed Asset systems we include updates to comply with GAAP and IRS depreciation requirements. We also provide assistance with various depreciation and valuation methods.

For HR/Payroll systems this includes all tax updates for federal and state taxes. We do not provide updates for all local taxes, but if you send us the tax notifications from the various localities, we will provide the updates to your system. This actually provides a better response time for you. As a tax-payer in that locality, you will be notified of tax changes before they make it through the reporting process (BNA and/or CCH).

If we have access to your system, all changes are installed and tested on your test system, not some generic system.

Send E-mail to info@mytlsg.com, call us at 800-574-3008 , or FAX to 877-574-3008 .