Welcome to the SugarCRM Support Portal!

Instructions Topics:
Connection Instructions Open Cases Submit Case Communicating through Support Portal Search Case History

In our ongoing efforts to provide our customers with the best possible support experience, we are proud to introduce our new self-service Support Portal.

The Support Portal gives you the opportunity to:

• Submit new cases online to SugarCRM Customer Support
• Communicate directly with SugarCRM Customer Support in one central location
• Upload file attachments associated directly to your cases
• Track the status of your existing cases
• Review past cases

If you have previously used our Bug Portal (bugs.sugarcrm.com), you will find that the Support Portal is quite similar in function. The primary difference is that you will only be able to see cases for your account; likewise, no one but you will be able to see your cases.

We encourage you to begin using the Support Portal to manage your interactions with SugarCRM Customer Support.

This document will give you an overview of how to use the Support Portal.

For any feedback on using the Support Portal, please send an email to support-portal@sugarcrm.com.

The Sugar Team

1. Connection Instructions

Login to www.sugarcrm.com

Your SugarCRM.com username is a shared login for services such as the Download Manager and the Forums. If you do not have the password for the above username, use the "Forgotten your password?" link in the Login area.

Connect to the Support Portal URL, support.sugarcrm.com. Or, you will see a sidebar menu item entitled Support on www.sugarcrm.com.

At the top of all pages within the "Submit a Case" section, you will see navigation links:

Open Cases | Submit Case | Search Case History

2. Open Cases

The "Open Cases" screen will show you all of your open cases.

If you click on the Case number, you can view the details of the case.

3. Submit Case

The "Submit Case" screen will allow you to file a case with SugarCRM Customer Support. Use "Customer Support" as your Request Type, and then choose the appropriate Related To option:

• Product (most commonly used)
• On-Demand Maintenance
• Downloads
• Website
• Forums
• Other

The most common Related To option will be "Product." Other options will only display a limited amount of fields, whereas "Product" will display all possible fields for you.

Only the Subject and Description fields are required to be entered, although the more information that you can provide about your version and your environment, the better-equipped SugarCRM Customer Support is to address your case.

• Priority 1: Business critical. Only available for production systems. Represents a complete loss of service; a significant functionality that is completely unavailable; data loss; no workaround exists. Does not include installation issues or problems in staging environments.
• Priority 2: Severe impact. Product inconsistency significantly decreases productivity; a workaround may be available.
• Priority 3: Degraded operations. Product inconsistency slightly impairs productivity; a workaround may be available. Includes feature requests and cosmetic defects.

4. Communicating through Support Portal

With an open case, you can add Notes to post information to SugarCRM Customer Support's attention. Notes can be used for anything from asking follow-up questions to attaching screenshots and log files.

Notes are also the communication method for SugarCRM Customer Support to feed information back to you, or ask you follow-up questions.

When a new Note is attached to the Case by SugarCRM Customer Support, you will be notified via email, with a hyperlink to the new Note for you to view through the Support Portal.

5. Search Case History

Since the "Home" screen will only display your open cases, you can use the "Case History" screen to search for all of your cases, regardless of status.

For a wildcard search in the Subject field, use a % symbol.