Sage offers comprehensive productsupport commonly known as Sages Plus.
This is an Annual support paid to Sage that gives the customer access to upgrades and patches and many other interesting benefits It does not include support for any usage / data related issues or onsite support to help you implement the enhancements that come with the upgraded software.
This is where Triad can provide you with support.
Triad Support Pack
Triad can provide you with support on a need-basis (on call support) or in a contracted manner where you could purchase support hours and resources are dedicated to give you support in an agile manner.