Support Offerings

SugarCRM offers additional support packages based on your company needs. Purchasing Sugar Professional or Sugar Enterprise automatically includes the Standard Support level for technical issue resolution. Sugar Express customers receive 3 support cases per year with the option of purchasing additional cases online.

For companies who need direct access to SugarCRM experts and guaranteed fast response times, additional support offerings are available.

Sugar Express Support includes online support with the ability to submit three (3) cases per year. Additional cases are available for purchase online.

Standard Support is automatically included with Sugar Enterprise or Sugar Professional subscription. This package is sufficient for getting Sugar Professional up and running.

Extended Support offers significantly faster response times compared to the standard support, unlimited case management and access through phone service. This is the ideal support package for elaborate installations or companies who require prompt access to our in-house expertise. This package is available for Sugar Enterprise and Sugar Professional customers for an additional fee.

Premium Support offers SugarCRM's highest level of support, including access to our in-house experts 24 x 7 x 365 for Priority 1 issues. Premium Support customers are assigned a support representative as a single point of contact to manage SugarCRM deployments from inception to roll-out to upgrade. Premium Support is the best choice for companies where Sugar Professional or Sugar Enterprise is a mission critical application.

SugarCRM Support offers these high quality levels of service for any customer.

Support Portal
The online Support Portal is the most expeditious method for issue resolution providing you with the opportunity to submit new cases, communicate directly with SugarCRM Support in one central location, upload file attachments associated directly to your cases, track the status of your existing cases, and review past cases.

Email SugarCRM Customer Support
All inbound emails are queued, measured in severity, assigned a case, and tracked through completion. All Sugar Enterprise and Professional customers get high priority. The email response offers an effective channel to communicate directly with the SugarCRM experts.

Pro Help Forums
Your answer may already be publicly available. The on-line Pro Help forum is monitored by SugarCRM experts and other Sugar Professional and Sugar Enterprise customers.

Prioritized Response Time
Response time is prioritized based on the issue severity. SugarCRM experts will assist on a timely basis based on the urgency.

Case Assignment
Each incident is independently tracked within SugarCRM, and is issued a case number.

Live Phone Support
For Extended and Premium Support customers, administrators can call the SugarCRM experts from 6am to 6pm US Pacific, Monday through Friday excluding holidays.

If you are interested in Extended or Premium Support, please contact a sales representative at +1 (408)454-6940 or sales@sugarcrm.com.