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Support LevelsContacting Support
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What are the different levels of support?Professional Edition and Enterprise EditionThere are three levels of support. Standard Support is included with every purchase of Sugar Professional or Sugar Enterprise. Check your order history to determine whether you purchased Extended or Premium Support. Standard Support includes online support with the ability to submit an unlimited number of support cases. 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. Sugar ExpressSugar Express Support includes online support with the ability to submit three (3) cases per year. Additional cases are available for purchase online. |
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Who do I contact to upgrade support levels?To upgrade your support level, contact the SugarCRM Customer Advocate group at cagroup@sugarcrm.com. |
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How do I contact Sugar Support?SugarCRM Support will help you with any installation and configuration questions you might have. If you experience any problems, please contact us.
If the Submit a Case link is unavailable, complete the form at the bottom of the Support Portal login page and a representative will contact you. Read more about how to submit a support case through the Support Portal. |
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What is the Support Portal?The SugarCRM Support Portal is a collection of resources to help you maximize your experiences with Sugar software. Support Portal includes:
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How do I get set up so that I can submit a case to support?Every SugarCRM customer is allowed one to four Support Authorized Contacts, depending on the purchased level of support. Only Support Authorized Contacts are allowed to submit support cases to SugarCRM Support. |
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How many support authorized contacts should SugarCRM have on file for my organization?Your organization's quantity of support authorized contacts will depend on your support service level
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What is a support authorized contact?A support authorized contact is an individual designated to work with SugarCRM Support. Authorized contacts will receive notifications of new product releases, and will be granted access to the Support Portal. An authorized contact can be a technical systems administrator, or a business owner of the system. An authorized contact should serve as triage for your organization's end users. |
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How do I add Support Authorized Contacts to my account?Only applicable for Professional Edition and Enterprise Edition. Your additional authorized contacts should first create a SugarCRM.com user name. Once they have created a SugarCRM.com user name, you can then submit a case through the Case Tracker, requesting the additional authorized contacts. Include the following information about the authorized contact in the case:
Additional information, such as alternate telephone numbers, title, address, etc. can be submitted, but is not required. |
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What is a support case?A support case is how you communicate with SugarCRM Support. Other common industry terms for a support case are "incidents," "trouble tickets," "support requests," or "trouble reports." Each support case is automatically assigned a unique number and allows SugarCRM to track all communications around the reported issue. A support case usually encompasses one issue or request for help. If you have multiple issues or requests, we ask that you submit a separate case for each issue. |
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How quickly will I get a response to my support case?Initial response times to a support case will vary based on
Based on that criteria, SugarCRM Support will provide an initial response to your submitted cases within the targets detailed below.
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When do I submit a support case versus a bug report?When in doubt, submit a support case instead of a bug report. SugarCRM support representatives can determine if your support case should result in a bug report, and will gladly file a bug report on your behalf when appropriate. If you have a question about installing, configuring, or using Sugar, and you have already reviewed the documentation, Sugar University, and the Sugar Wiki, then you should submit a support case. If you need technical assistance with installing, configuring, or using Sugar, and you have already reviewed the documentation, Sugar University, and the Sugar Wiki, then you should submit a support case If you have identified a problem with Sugar that is consistently reproducible, and is not specific to your environment or data, then you should submit a bug report, setting the Type field to "Defect." If you want to log a feature request, you should submit a bug report, setting the Type field to "Feature." |
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How do I create a SugarCRM.com user name?You can register for a SugarCRM.com account here. (Should my end users have user accounts at www.sugarcrm.com for training or support purposes?) Once you complete the registration form, an email will be sent to you, asking you to activate your account. Only after your account has been activated will you be able to use your SugarCRM.com name. If you did not receive an activation email from SugarCRM, please first check your Junk Mail folder. If you still cannot locate the activation, please contact our Support organization at support@sugarcrm.com for a SugarCRM.com account activation. |
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Should my end users have user accounts at www.sugarcrm.com for training or support purposes?An account at www.sugarcrm.com is required for submitting support cases, signing up for Sugar University learning sessions, downloading software, and placing orders. Your end users do not need a user account to access the Online Library for Sugar University. Your end users do not need a user account to read the Sugar documentation. Your end users do not need a user account to read the Sugar Wiki or the Sugar Forums. However, a user account at www.sugarcrm.com is required to contribute to the Sugar Wiki or post to the Sugar Forums. |
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When is SugarCRM Support available?SugarCRM Support business hours are 06:00 AM to 06:00 PM, US Pacific, Monday through Friday, excluding holidays. SugarCRM's holiday schedule:
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Support FAQs: Technical Support |
