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.
Sugar 6.5 Extended Support provides critical assistance for your Sugar instance in the event that you need to run Sugar 6.5 beyond the July 15, 2017 end-of-life date. If you have purchased Extended Support, this option will provide troubleshooting support and guidance on best practices for the 6.5 release. This support is available through July 31, 2018. In addition, hotfixes for P1 issues and issues with a known solution will be provided by the Sugar Support team. Services not offered under Extended Support include, but are not limited to, formal patch releases, security updates, and support for existing and new releases of peripheral applications such as plug-ins and Sugar Mobile.
Sugar Extended Support provides critical assistance for your Sugar instance in the event that you need to run Sugar beyond the published end-of-life date. If you have purchased Sugar Extended Support, this offering will provide troubleshooting support and guidance on best practices for the Sugar release. In addition, hotfixes for critical security defects, P1 issues, and issues with a known solution at the time of end-of-life will be provided by the Sugar Support team. This extended support offering is available for one year beginning with the published Sugar end-of-life date for the applicable Sugar version. Services not offered under Extended Support include, but are not limited to, maintenance releases, support for existing and new releases of peripheral applications such as plug-ins, Hint and Sugar Mobile, third party products, and support for updated stack components (e.g. PHP, Apache).
Sugar Extended Support is available for Sugar 7.9 and later versions.
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 sales@sugarcrm.com.