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| On-Demand |
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I didn't receive a "Welcome to Sugar" emailYou will receive two automated emails from SugarCRM after you purchase Sugar online. First, you will receive an automated email containing a copy of your invoice from estore@sugarcrm.com. The email subject will look like: SugarCRM: Order #4000 notification. Please be sure to keep this email as it contains your order number. Second, you will an automated email containing your download key for downloading software or manuals from SugarCRM. The email subject will look like: SugarCRM: Order #4000 Confirmation. Note: Your download key is also the license key that you will need when configuring your Sugar software. If you did not receive any of these emails from SugarCRM, please first check your Junk Mail folder. Then send an email to estore@sugarcrm.com requesting a copy of your invoice or confirmation email. |
What Sugar On-Demand system settings should I configure?The minimum requirement you will need to complete for Sugar On-Demand configuration is your outgoing mail server, or Mail Transfer Agent (MTA). The Mail Transfer Agent setting must be set to the SMTP option; once SMTP is selected, you can then fill in the details for your company’s outgoing mail server. If you do not set your outgoing mail server, you will not receive system-generated notifications, workflow alerts, and email campaigns will not be sent. Please refer to the Sugar Enterprise and Professional Administration Guide for detailed instructions on configuring your Email Settings. Other suggested settings to start with:
Basic instructions for configuring all system settings can be found in the Sugar Administration Guide. More detailed instructions and tutorials are available through Sugar University. |
How do I reset the password for the admin user on Sugar On-Demand?Submit a support case through the online SugarCRM Support Portal. If you do not yet have access to the Support Portal, please send an email to support@sugarcrm.com. Please be sure to include your Sugar On-Demand URL in your request. |
How do I make sure my Sugar On-Demand software is up-to-date?Your Sugar On-Demand software will be kept up-to-date with the latest patch version available. Patch updates are usually applied within 3 business days of the patch’s release date. EXAMPLE: If the current major version is 5.2.0, then all customers running 5.2.0 will be kept up-to-date when letter patches are released for 5.2.0. If your Sugar On-Demand software is not on the current major version or if you have code level customizations, then you will need to submit a request for version upgrades through the Support Portal. EXAMPLE: If the current major version is 5.2.0, and you are running a version of 5.1.0, please request an upgrade. |
| On-Site Installation |
I didn't receive a "Welcome to Sugar" emailYou will receive two automated emails from SugarCRM after you purchase Sugar online. First, you will receive an automated email containing a copy of your invoice from estore@sugarcrm.com. The email subject will look like: SugarCRM: Order #4000 notification. Please be sure to keep this email as it contains your order number. Second, you will an automated email containing your download key for downloading software or manuals from SugarCRM. The email subject will look like: SugarCRM: Order #4000 Confirmation. Note: Your download key is also the license key that you will need when configuring your Sugar software. If you did not receive any of these emails from SugarCRM, please first check your Junk Mail folder. Then send an email to estore@sugarcrm.com requesting a copy of your invoice or confirmation email. |
How do I get started with installing Sugar On-Site?
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Where do my team members get the Sugar Plug-Ins?If you are the user within your organization who made the purchase of Sugar products, then you will be able to download Sugar Plug-ins from the SugarCRM Support Portal. Only users that are associated to your organization's download key will be able to download the Plug-ins. You can then distribute the Plug-ins to other users in your organization, adhering to your licensed user count. |
How do they install the Sugar Plug-Ins?Please refer to the Sugar Plug-in User Guides for installation information. |
| Set-Up |
What system settings should I configure first?When you first set up your system, you will want to configure the System Settings, Email Settings and set up your system scheduler. In the System Settings, you can configure settings like:
In the Email Settings, you will configure the connection between your Sugar installation and your email server. Sugar On-Demand customers must configure their instance to point to their company's SMTP and POP3 email server. For Sugar On-Site customers only: In order for the Sugar Scheduler to function, you will need to set up a cron job if your are running on a Unix-based system or a Scheduled Job if you are running on Windows. The Sugar On-Demand operations team will set this up for all Sugar On-Demand customers. For more information on performing these operations, please see the Sugar Administration Guide. |
How do I create a user account?To create a new user in your Sugar instance, follow these steps:
For more information on performing these operations, please see the Sugar Administration Guide and the How Do I … Manage Users learning guide on the Admin tab in the Sugar University Online Library. |
How do I migrate my data from my previous CRM system?SugarCRM provides a variety of professional services including data migration services from a variety of CRM systems including SalesForce, Act! and Goldmine. Please contact your sales representative or sales@sugarcrm.com for pricing information. |
| Software and Documentation |
Where do I find the latest software downloads?You can access your purchased product through the SugarCRM Support Portal.
If you wish to allow someone else to access the Sugar files you have purchased, submit a Support Case. Please be sure to include the www.sugarcrm.com username in your request. |
My download key is not working, who do I contact?Your download key may have expired. A download key is valid for one year from when it is first issued. Please contact cagroup@sugarcrm.com to renew an expired download key. Otherwise if you are having issues download software from www.sugarcrm.com, submit a Support Case. Please be sure to include the www.sugarcrm.com username in your request. |
Where do I find the latest user guides and admin manuals?User and admin guides, as well as installation guides and release notes are available for Sugar Enterprise, Sugar Professional, and Sugar Community Edition. Documentation for Sugar Plug-Ins is also found there. |
| Billing |
What types of payments does SugarCRM accept?Payments through the Sugar Store can be made using the following credit cards:
If SugarCRM Inc. approves credit terms and you provide a purchase order (PO), you can pay your invoice in the following ways:
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How do I make payment on an invoice?CheckPlease mail your check in US Dollars to:
Wire/ ACHPlease wire or ACH your payment in US Dollars to:
FaxPlease fax your completed and signed credit card authorization to 408-608-1918 |
How do I change my account information (email address, password, etc.)?Submit a support case through the online SugarCRM Support Portal. If you do not yet have access to the Support Portal, please send an email to support@sugarcrm.com. Please be sure to include your company name in your request. |
| Contact Information |
Who do I contact for billing questions?For billing and payment questions, please contact the SugarCRM accounting department.
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Who do I contact for ordering more subscriptions or renewing my subscription?To order additional subscriptions or renew your existing subscription, contact the Sugar sales department at:
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Who do I contact for technical support questions?The Sugar Support team will help you with any of your technical support questions with your Sugar On-Site or Sugar On-Demand installation. Please note that support services from SugarCRM Inc. are only available for subscribers of Sugar Professional, Sugar Enterprise or Sugar Network. Please see the Support Services overview for more information on the different support service levels available from SugarCRM Inc. The primary method to contact the Sugar Support team is through the online SugarCRM Support Portal. If you do not yet have access to the Support Portal, please send an email to support@sugarcrm.com. Read more about how to submit a support case through the Support Portal. Please see Technical Support FAQs for more information. |
Who do I contact for training questions?The Sugar Training team's mission is to ensure Sugar customers are successful at deploying and using Sugar. All subscribers have access to Sugar University, the online learning portal for end-users and administrators. For questions about granting access for your team to Sugar University, signing up for learning sessions, information on class schedules or general feedback, please contact the Sugar Training team. |
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Support FAQs: Getting Started |
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