CRM Support Offerings

SugarCRM includes comprehensive support with each subscription. Sugar also offers a variety of support options and Success Packages tailored to your company needs. You can add certain support features on an a la carte basis and more are available as part of Success Packages, which are designed to meet specific development and implementation requirements.


Support Included with Sugar Subscriptions


  Sugar Professional Sugar Enterprise Sugar Ultimate
Support Hours 8x5 (by region)
12x5 (optional)
12x5 (by region) 24x7(for P1 only)
12 x 5 (for P2 & P3)
Number of Contacts 2 4 5
Number of Cases Unlimited Unlimited Unlimited
P1 Response Time 4 business hours 2 business hours 1 hour
P2 Response Time 1 business day 4 business hours 2 business hours
P3 Response Time 2 business days 1 business day 4 business hours
Phone Support No (optional) Yes Yes


A La Carte Support Options


12x5 Support extends Sugar Professional support hours by fifty percent, adding four hours per business day.


Phone Support provides the convenience and speed of filing support cases by calling SugarCRM rather than submitting cases through the customer support portal. A Tier 1 support technician will attempt to resolve the problem over the phone during the initial call. If a problem requires escalation, additional trouble-shooting and resolution will also be initiated over the phone.


Levels of Service


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 with 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 Professional, Enterprise and Ultimate customers get high priority. Email offers an effective channel to communicate directly with SugarCRM experts.


Community Forums
Your answer may already be publicly available. The SugarCRM Community is an environment where partners, developers, and end users can engage with one another to ultimately deliver a greater experience with our software


Prioritized Response Time
Response time is prioritized based on the issue severity. P1 is the highest severity level and is assigned for to all cases where your Sugar implementation is not available. Other levels are P2 and P3. 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.


If you are interested in learning more about Sugar support, please contact a Sugar representative at +1 (408) 454-6940 or