Frequently asked questions

General questions

What is Sage X3 SaaS?

Sage X3 SaaS is a Software-as-a-Service (SaaS) ERP platform that delivers purpose-built functionality to support complex industry processes-from inventory and production planning to compliance and traceability-while embedding AI for intelligent automation and seamless decision-making.

Unlike traditional on-premise or private cloud ERPs, Sage X3 SaaS delivers automatic updates, lower total cost of ownership, and secure, upgrade-compatible customizations, freeing you as partners to focus on innovation, speed to market, and strategic growth-not IT upkeep.
How is this offer different from the previous multi-tenant cloud Sage X3 offered?

Sage X3 SaaS provides a Sage-managed experience and the ability to customize and add integrations and ISV solutions, which was not possible in the previous solution.
What differentiates the new Sage X3 SaaS from hosting X3 on a private cloud?

The new offer is fully cloud native Kubernetes-based, so Sage runs all core infrastructure, patches, and monitoring. Customers have a vendor-managed experience and much lower TCO compared with self-hosting.
When will Sage X3 SaaS be available?

Sage X3 SaaS has become generally available in UK starting in December 2025. Following this initial launch, it will be introduced to a select group of partners and customers as part of an Early Adopter Program (EAP) in designated regions, starting with US. The general availability (GA) of Sage X3 SaaS in these regions will be determined based on the feedback and outcomes of the Early Adopter Program.
Can I migrate my existing on-premise X3 customers to Sage X3 SaaS?

After the Early-Adopter phase, Sage will provide tooling and services to migrate customer data into the X3 cloud solution. Any customer migrations to the new cloud model is a full cancellation and reorder on the new 2026 pricing which includes the hosting costs.
How do I get started with Sage X3 SaaS?

To get started with Sage X3 SaaS, please contact your local Partner Account Manager.

Provisioning

What is the installation process for partners?

Sage will automatically provision an instance of Sage X3 based on the total number of users. This X3 instance is ready for any customizations or personalization you may need to complete for the customer.
Who does the initial Sage X3 provisioning?

Sage is responsible for provisioning a brand-new Sage X3 instance. This will be based on the latest available release with additional ISVs and add-ons to fit your customers’ needs, depending on the provisioning template you choose.
Can I use my own AWS account to provision Sage X3 SaaS?

Unfortunately, this is not possible. Sage is responsible for managing the Sage X3 cloud environment and the provisioning is completed with a Sage account.
Which version of Sage X3 will be provisioned for my customers?

New customers are provisioned with the latest version of Sage X3 ensuring your customer has access to the latest features and benefits.
How long does it take to provision a brand-new environment?

Less than two hours. The Cloud Console automates container deployment and database creation.
Which types of environments are provisioned?

Customers get production and sandbox sites. Partners receive implementation and demo sites for development, testing, and showcasing before rolling changes into production.
How does automated provisioning work?

Kubernetes spins up a dedicated namespace, provisions a database, deploys containers, configures networking/security policies, and runs health checks—all without manual intervention.
What validation occurs before handover?

The system executes connectivity and performance health checks, functional tests of key workflows, and auto-logs/resolves any issues before releasing access credentials to the customer.
Does Sage monitor server performance and uptime? Who is responsible for disaster recovery (DR), and what are the RPO/RTO values?

Sage monitors all environments for performance and uptime with alerts and dashboards. DR, DR testing, and restoration are handled by Sage. Standard RPO/RTO is 4h/24h. In the future, premium options might be introduced at an additional cost.
How are customer environments and data segregated?

Each customer has a dedicated environment with separate containers, databases, URLs, and print servers for strong isolation.
Can an environment have multiple time zones or be spread across availability zones?

Each deployment has a fixed time zone, configurable at provisioning. Multi-region/zone clustering is not supported; separate instances are required for different regions. In Sage X3, users can set their own local time zones.
Would customers be able to use their own domains for the access URL?

Sage will provide a dedicated URL for each X3 deployment. However, if the customer owns their own domain server, they should be able to configure an HTTP redirect to the X3 domain so the customer could bookmark a x3.custom-domain.com that would redirect to the Sage X3 URL (it would be a http redirect, so browser URL would be updated).
Are ISVs such as Sage Enterprise Intelligence or Sage Data & Analytics provisioned at the same time?

No. When a X3 tenant is provisioned with the SEI or SD&A option selected, we prepare credentials to be used for the cloud-to-cloud connection with the ISV. The vendor will provision the necessary instance for the ISV and the credentials can be used when configuring the connection.

System administration

What is the Shared Responsibility Model for Sage X3 SaaS?

As the cloud provider, Sage handles all infrastructure, platform updates, and core security hardening. Partners are responsible for their application logic, data governance, customization quality, and application‐level security practices.
What infrastructure tasks does Sage manage?

Sage maintains the servers, networking, storage, and Kubernetes cluster that run X3, ensuring uptime, performance, scalability, and backups of all tenant environments.
Who updates the operating system, middleware, and database?

Sage applies all OS and middleware patches, database upgrades, and security fixes—partners never need to log into the underlying VMs or containers.
How are customizations tested and promoted?

You can develop and test customizations in implementation and test sites. Once the tests are completed, you can deploy your customizations to the production site using the Sage X3 patching tools.
How is performance monitored after go-live?

An Observability stack continuously tracks CPU, memory, response times, and alerts Sage on anomalies. You can view these metrics in the Partner Console.
What are my responsibilities as a Sage Partner?

You will be in charge of the implementation project. You will build, test, and deploy your customizations and X3 Builder apps and API packages. You will also manage customer data models, users and access rights. You need to ensure their applications meet any additional regulatory or legal requirements.
Who is responsible for database backups and transaction log management?

Sage is responsible for daily backups. This includes the database and infrastructure.
Is there a way to recover a single file (e.g., a trace log from the TRA directory or another directory) for disaster recovery?

Single-file recovery will not be possible. It would be the restoration of the entire site.
Who would be responsible for connecting customer printers to the Sage infrastructure and long-term troubleshooting of devices connected to Sage X3?

Connecting printers to Sage X3 is a shared responsibility. Sage sets up the initial configuration of a third-party component (Vasion) within the cloud infrastructure. The partner configures the Vasion printing service on the customer’s premises, connecting it to local printers.
Does scale or performance impact cost?

The pricing model is not tiered for now. It is a single price for users, base package, and add-ons. Performance is monitored; Sage may review and discuss adjustments if a customer exceeds fair usage.
What is the uptime SLA?

The initial SLA is 99.9% uptime.
Who manages patches and updates?

Sage manages updates and hotfixes. Partners validate updates on test systems with customers before the production rollout.
How long is the test window for patches/updates?

The initial plan is a 30-day test window, but this will be fine-tuned with partners.
Are we able to group our customers into separate update windows to prevent the need to test and validate all customers in the same time frame?

We may have several update campaigns, but this update process will be fine-tuned during the EAP and the first update period in May with 2026 R1.
Can a global release be held back if a customer has an issue?

Updates are rolled out per customer; a single customer's issue will not block others.
Is a sandbox/test environment available outside initial implementation? Is there a cost?

Customers are entitled to a number of sandboxes (typically two), available during and after implementation for testing. No extra cost for standard allocation for now
Will the database be MS SQL initially, then PostgreSQL?

Initially, the database is MS SQL; migration to PostgreSQL is planned.
What is the backup retention policy? Can backups be downloaded?

We keep several daily backups, rotate them weekly and monthly, and retain only the latest backup from each period. Older backups are deleted automatically. While you can’t download backups, you can export and download folders or create on-demand backups through the portal.
Will site-to-site VPNs be available to support the client’s infrastructure?

The site-to-site VPN is not available.
What is the SLA on infrastructure support if we have an issue?

Sage can guarantee an SLA of about 4-8 hours on every ticket (depending on criticality). We monitor the solution to detect infrastructure issues and are alerted when they occur. We run our standard infrastructure support 24/7 x 365.
What is the purpose of the action to start maintenance in the X3 Cloud portal? Does it prevent users from entering the system and stop batch processes?

Maintenance mode allows you or Sage to display a maintenance page for the end customer and give you access to the X3 solution through a different URL. This can be useful to perform maintenance actions or verifications after an upgrade without having customers using the solution.

Privacy and security

At Sage, we take your privacy and information security seriously. This section aims to address common questions related to the privacy practices and security measures we have in place to protect your data when using Sage X3 SaaS.

Who owns the data? Is the AWS/Azure instance/account owned by the client/customer or Sage?

The customer always owns data, irrespective of who and where it is hosted. It’s hosted on an AWS Sage account with disaster recovery backups to different regions.
What about data in the EU or UK with GDPR?

Sage will offer a service compliant with GDPR legislation and can provision sites in multiple regions (NA, UK/Ireland, Europe).
Is the Sage X3 SaaS SOC2/ISO 27001 compliant?

The infrastructure that supports Sage X3 SaaS is compliant with ISO 27001 and benefits from a SOC 2 Type 2 reports. An additional ISO 27001 certification audit for the X3 SaaS solution specifically is planned for June 2026. The SOC 2 Type 1 audit is currently planned for North America for July 2026. Another one will follow for SEU region (note that architecture, code and processes will remain the same; only Datacenter location and operations teams will differ).
Where are the data, infrastructure and Sage X3 hosted?

The tenant will be provisioned in the customer’s region, so the data will remain in the legal jurisdiction. For example, EU customers will receive sites in EU, the United Kingdom for UK customers; the United States for US and Canada and Frankfurt for Germany. Customers will not be moved to other regions without notice.
Are we responsible for updates of the SSL certificate?

SSL certificate updates are managed by Sage. For example, the HTTPS certificate for the public URL will be managed by Sage.
Are we responsible for the firewall and network security?

Sage manages network security and firewalls. Network VPNs are not necessary to access the Partner portal or tenants.
How are passwords managed? Is there an automatic password rotation?

Sage will provision an X3 instance, and it will be ready to be accessed via Sage ID.
How do I obtain access to Sage X3 application?

Sage X3 SaaS will be accessible via Sage ID authentication.
Is my data encrypted at rest and in transit?

Yes. The database storage is encrypted, and all traffic is forced over TLS 1.2+. Sage enforces AES-256 encryption at rest/in transit.
What is the isolation model in this setup?

Each tenant runs in its own Kubernetes namespace with a dedicated database and containers; network isolation is enforced by AWS Security Groups and service meshes.
Are penetration tests run at regular intervals?

Sage contracts independent auditors for annual penetration testing and uses continuous vulnerability scanning as part of SOC 2 controls.
Where can I review audit logs?

Audit logs are available in the partner portal on the Audit trail tab for each deployment.
Which security controls are we responsible for and what does Sage provide?

Sage enforces AES-256 encryption at rest/in transit, vulnerability scanning, and compliance with GDPR and SOC2, while partners must secure their own application code, manage user roles, and perform secure‐coding reviews.
What authentication is used for user access?

Users authenticate via Sage ID with MFA. Support for Azure/Google SSO is planned for a future release.
Can Sage support access customer environments?

Yes, Sage has support user access for troubleshooting, with all access audited. In the future, partners will be able to grant/revoke Sage access as needed.
Does the platform sit behind Cloudflare?

Yes, Cloudflare with WAF and DDoS protection is enabled.
How are customizations and partner IP protected if a customer changes partners?

The outgoing partner is responsible for removing their IP/custom code before transfer. Sage will not transfer partner IP without consent.

Functionality

Sage X3 SaaS offers a diverse range of features and functionalities available in a Sage X3 on-premises instance with the additional SaaS Cloud experience. With the Sage X3 Cloud portal, you can easily use a brand-new Sage X3 instance pre-assembled with additional functionality available from add-ons, and ready to be further customized or used out-of-the-box.

Additionally, Sage X3 SaaS offers seamless integration with 3rd Party ISV, allowing you to streamline your workflow and maximize productivity.

Can we use our own SEED or Pilot folders?

Yes. The classic functionality to Import a folder is available. This includes any presetting folders the partner has created with their own implementation methodology.
Can we create and import historical folders?

Not yet. While the standard X3 functionality to create a historical folder is supported, the ability to retrieve or import this folder via FTP is still in progress.
Can we purchase additional user licenses?

Yes. It is possible to purchase additional user licenses at any time.
Can I use 3rd party add-ons and ISVs with Sage X3 SaaS?

Yes. With Sage X3 SaaS you can integrate other approved 3rd Party cloud compliant applications.
How do I determine if an add-on or application is cloud compliant?

The guidelines for cloud compliant solutions are:
- Customizations written in 4GL with standard X3 development tools
- Applications that connect via APIs and do not require direct database access
- Installation is automated with the setup done in the Application’s UI
- Does not require custom binaries or direct access to the X3 host or print server
How do I install additional add-ons?

Sage X3 SaaS will allow you to install add-ons identified as compatible with the Sage X3 core. Connected API-to-API will be possible, and you will also be able to install patches.
Will add-ons need to be modified to work on the Sage X3 Cloud?

Add-ons that have been developed using Sage X3 development tools or Sage X3 builder will not require modification if they comply with development guidelines and best practice. When the database is upgraded to PostgreSQL after the early adopter program, add-ons that are utilizing SQL views may need to be tested and adjusted for the Postgres syntax.
How can I make sure my custom development is compliant with development guidelines?

Sage will supply full documentation of Sage X3 development guidelines and best practice, that applies to all Sage X3 flavors. Sage will continuously enhance development audit tools as part of the Sage X3 development platform. They verify your customizations and produce a detailed error and risk assessment. Those tools will be enriched as the Customization Framework evolves to include more personalization features and to enforce guidelines natively during development.
Is there a matrix that shows which add-ons and features are compatible and can be used concurrently?

There will be restrictions in the catalog that prevents the provisioning of incompatible components, but this will only apply to the add-ons that are included in the standard provisioning templates. Partners will still be responsible for verifying compatibility with their own authored add-ons.
Can Sage X3 SaaS manage multiple currencies, languages and tax legislation?

Yes. Sage X3 SaaS will support the current languages and legislations managed by Sage in X3.
Can I self-serve common admin tasks?

Yes. The Cloud Partner Portal will let partners start/stop environments and view usage without opening a ticket.
Is mobile access included?

Native mobile is enabled out-of-the-box, and GraphQL APIs allow partners to build bespoke mobile apps.
Where can I find detailed release notes?

Release notes and maintenance schedules are published in the Cloud Console and emailed to tenant admins before deployment.
Can I make customizations to Sage X3 Saas?

Yes. Sage X3 SaaS allows for customizations so that you can tailor your X3 solution to be a perfect fit for your business.
How do I setup the X3 Builder Dev Studio to build GraphQL and TypeScript customizations?

You can set up the X3 Builder Dev Studio to access a non-production database through a database access point that you can set up in the X3 Cloud portal (available in Q1 2026). You cannot access a production database directly. All developments must be made in non-production instances.
Is direct SQL/database access available?

No direct SQL access to production databases. Access is via APIs and built-in X3 tools. Secure tunnel access to sandboxes may be considered based on feedback.
Are all APIs (SOAP, REST, GraphQL) supported?

Yes, all supported APIs (SOAP XML, REST, GraphQL) are available. You must use the Connected App feature in X3 to set up token-based authentication for those services.
Are there limits on API call volumes?

There are no current limits; future consumption tiers may be introduced in the future.
Are there plans to charge for API usage?

No charges currently; future consumption tiers may be introduced.
Does the platform support SFTP for flat file (XML/CSV) transfers?

Yes, SFTP is supported. Partners can manage FTP credentials via the portal.
How are server file imports/exports handled without filesystem access?

File operations are managed via the portal's FTP interface, with import/export directories per X3 folder. Files are retained for 90 days.
Is direct printing to physical printers supported?

Yes, direct printing is supported via a third-party tool (Vasion). Details on licensing and enablement will follow.
How do we alter Crystal Reports without SQL access?

Crystal Reports files can be customized using Crystal Reports Designer, as usual. You can connect CR Designer to a non-production database through a database access point that you can set up in the X3 Cloud portal (available in Q1 2026). You cannot access a production database directly. All developments must be made in non-production instances. After the report has been completed, you can upload the modified report to Production using the X3 Cloud portal's FTP service.
Is mobile automation available?

Yes, but customization (X3 Builder add-ons) will be available soon after launch.
What about Syracuse bundles for 4GL code?

Custom Syracuse bundles are not supported. TypeScript bundles via X3 Services will replace them.
Are there restrictions on calling out to external resources (e.g., web services via 4GL)?

There are no restrictions currently. For mobile automation, domain management will be available in the portal.
Can MongoDB be imported for on-prem customizations?

Yes, via Syracuse import files.
Are custom Syracuse bundles supported?

No, custom Syracuse bundles are not supported. This applies to Sage X3 SaaS and to Sage X3 classic offerings. In the future, TypeScript packages will be usable in X3 Services to export TypeScript / JavaScript functions to the X3 4GL language.

What can be configured, customized, personalized in Sage X3 SaaS?

Area	Fine-grained Tailoring	On-Premise Privately Hosted	Sage X3 SaaS
Personalization	Turning on/off functionality	Yes	Yes
Personalization	Selecting language and legislation	Yes	Yes
Personalization	Selecting manufacturing management options	Yes	Yes
Customization Classic Platform	Adapting the standard billing report (or creating a new one)	Yes	Yes
Personalization	Adapting the standard banking file to company-specific needs	Yes	Yes
Personalization	Adapting standard workflow rules to company-specific rules	Yes	Yes
Personalization	Modifying screen layouts: Page Settings (expand/collapse sections, etc...)	Yes	Yes
Customization Classic Platform	Modifying screen layouts: Adding Tabs, New Fields, etc.	Yes	Yes
Customization Classic Platform	Organizing lists and tabs	Yes	Yes
Personalization	Adding or removing widgets	Yes	Yes
Customization Classic Platform	Adding new data tables (e.g. “cars available” table)	Yes	Yes
Customization Classic Platform	Managing an internal module & linking to users (e.g. car-rental)	Yes	Yes
Customization Classic Platform	Add new Vertical	Yes	Yes
Customization Classic Platform	Inserting New Menu and New Buttons	Yes	Yes
Customization Classic Platform	Branching external code at provided entry points	Yes	Yes
Customization Classic Platform	Example: Add a "taxi delivery" mode + popup fields for cab info	Yes	Yes
Personalization	Example: Add a rule to email the chosen Cab company on selection	Yes	Yes
Customization Classic Platform	Creating entirely new modules or replacing core behaviors	Yes	Yes
Customization Classic Platform	Change and/or tag existing core fields	No (since 2026.R2)	No
API integration	X3 Builder - CRUD operation via GraphQL	Yes	Yes

Templates

What is a template?

During the provisioning process, a template is used to ensure all the necessary components are included. The template can also include ISV solutions, add-ons and presetting that your customer will need to lessen the amount of time needed for implementation.
What is included in a template?

Sage will provide 3 template types; Standard, Golden Image and Partner templates.
- Standard will contain X3 and all the necessary components plus optional certified cloud solutions and add-ons that have been purchased.
- Golden Image will contain all the components from the Standard plus a Sage authored folder containing presetting and modifications for specific industries.
- Partner templates will contain any folders or add-ons you have authored. Add-ons in this template need to be cloud compliant and not require any direct server access.
Are the templates available for on-premise implementations?

No. The templates are structured for provisioning in the Sage X3 cloud portal and cannot be used outside of the portal.
Can I create my own templates?

Not at this time. If you would like to have a template created for your organization, please contact Product Manager Regina Gutcher. Our development team will create the template to be used for the provisioning of your new customers.
Are the add-ons or folders on my template shared with others?

No. The partner is designated on the template and only new customers of that partner can be provisioned with the template.
What is a Golden Image?

Golden Image is a preconfigured folder that has been created by our Center of Excellence team at Sage. The folders are authored with the optimal setup for the designated country and industry.
How can I have my add-on included in the Standard template?

To be included in the Standard template, a commercial agreement is required for Sage to provide the solution on your behalf.
Will there be partner-only instances for testing/demonstration/learning?

Yes, partners will receive their own demo/training instances at no cost as part of onboarding.

Sales

What subscription term lengths are available?

The standard subscription is offered annually.
What is the cost to the partner? Is an AWS subscription required?

No separate AWS subscription is required. Hosting is included in the Sage X3 SaaS pricing. Partners select users, base package, and add-ons. Pricing is not tiered - it is a single price model with fair usage.
What information is required to generate a quote?

Quotes can be created by using the X3 pricing configurator tool.
Is there a limit on the number of users or database size?

Initial user limit is about 200; larger deployments require discussion. Database and file storage can be extended as needed, subject to fair usage.
Is the hosting for Sage Enterprise Intelligence or Sage Data & Analytics included?

A hosting subscription for the applicable ISV is still required and must be specified on the order.
Is ATP licensing included with Sage X3 SaaS? Can we purchase additional ATP users?

: Not at this time. The Automated Testing Platform on Sage X3 SaaS will be available in a future release.