Q: Is Sage training available?
A: We have found that we receive the best results by having Sage users review the Sage User Guide. This allows users to explore the product at their own pace and typically eliminates the need for any formalized training. All new Sage users are sent a series of automated emails to assist with navigating Sage as well as tips & tricks for ease of use. Short WebEx Sage user orientation sessions are also scheduled each month. Click the Help link on any Sage page, then the click the link to view the current session schedule which includes instructions to register for a session. For specific questions while using the software, our Customer Service department can be reached via Live Chat or phone at 800.895.7705 option 2.

Q: How can I find things like forms and PPCs more easily?
A: The Sage home page has been designed with ‘category’ sections that contain links to subcategories that are commonly requested. The subcategory links will 'guide' you to the content you are looking for more easily because the library content has already been narrowed down.

Q: What company manuals are available to add to my subscription?
A: Currently, Ohio Casualty, Harleysville, Allied, and Continental Western manuals can be added to the Sage subscription at no additional charge. To add these manuals to the subscription, please contact SilverPlume Customer Service. You will need to provide your agent access number for Ohio Casualty, Allied and Harleysville. We will request approval for the addition of Continental Western content.

Q: I can't always remember my Sage Login information. Isn't there an easier way?
A: When finished working with Sage, close the browser session but do not logout. If you do not use the logout link, Sage will save the login information in a cookie and store it on your workstation. Saving the Sage home page as a browser favorite in conjunction with not logging out of Sage makes for the easiest access possible.

Q: Why am I getting a message indicating 'Cookies Must be Enabled' when I try to login to Sage?
A: The problem is due to browser cookie settings. Sage requires both permanent and session cookies to be enabled to work correctly. Cookies Enabled is a default setting in both Internet Explorer and Netscape. If your cookies are disabled, follow these steps to enable your browser cookies:

Internet Explorer 5.x - go to Tools, Internet Options, the Security Tab, click the Custom button and scroll about 1/3 of the way down to see the options for Cookies, and make sure both of the options have 'enabled' checked.

Internet Explorer 6.x - go to Tools, Internet Options, and click on the Privacy Tab. Here you can change your settings for accepting or blocking cookies. Click on the Edit button in the Web sites section of the screen. Please add silverplume.com and allow cookies. Click on OK and get out of the Internet Options screens.

Netscape 4.x - click Edit, then Preferences, then click the Advanced button, in the bottom half of the screen, make sure 'Accept all cookies' is selected.

Netscape 6.x - click Edit, then Preferences, then expand the Privacy & Security button by clicking on the arrow to the left, click Cookies and make sure 'Enable all cookies' is selected.

Once you have modified the cookie settings, you will be ready to login in to Sage. Return to the Sage login page to login to Sage. If you do not know your login credentials, please click on the word help in the statement 'I need help logging In'' and request that the login credentials be emailed to you.

If the problem continues, please contact your internal IT people to assist.

Q: After entering the login information the user gets a message: "Login failed! Please correct your entries, and try again."
A: This message indicates that one or more of the three required login items is incorrect and should be verified. The user can obtain the login credentials by clicking the link in the sentence, "I need help logging in." Enter the user's email address and click the “Send Me My Login Information” button. An email will be sent with the Account ID, User ID, and Password. Alternatively, the user may contact their Sage User Administrator for assistance. If the User Administrator is unavailable, contact Customer Service 1.800.895.7705.

Q: After requesting login information be sent by email, the email is never received.
A: The Sage server immediately sends login information via email from the address support@silverplume.com. In today's age of Internet worms and viruses, IT departments have to watch carefully for SPAM and contaminant emails. Have your IT group or helpdesk check your company mail server queue for emails from this address and ask that they be delivered.

If SPAM is not the issue, contact your Sage administrator and have them look in the User profile via the Maintain Users setting and confirm your email entry in Sage.

Q: When requesting the login information to be emailed, the user gets the message: "Sorry, no login information found."
A: Two scenarios may cause this message. The user's email address may not have been stored in Sage and thus cannot be associated with a valid User ID. Or the email address has changed and the one on file is no longer valid. The User Administrator should check the User Information screen to verify the email address and/or re-set the password. If the User Administrator is unavailable, contact Customer Service 1.800.895.7705.

Q: "User already logged in at another workstation."
A: This error occurs when a user is logged on two different machines simultaneously. Wait 10 minutes and the session cookies will end, allowing the user to access Sage. Customer Service can also be contacted at 800.895.7705 to terminate the session for you.