SugarCRM SupportKnowledge BaseCustomer InquiriesWorking With Sugar Support

Working With Sugar Support

Overview

While our knowledge base of support articles and other online resources are available for all Sugar users, subscribers to our paid editions may also contact Sugar Support for assistance. Here are some useful things to remember when contacting us so we can best serve you.

Support Short

Scope of Support

The Sugar Support team is prepared to address any inquiries related to functionality that is achieved through the application's user interface. Inquiries related to third-party integrations, code-level customizations, stack configurations, and development best practices are outside our scope of support. If you need assistance with an unsupported issue and already have a relationship with a Sugar partner, you can work with them to troubleshoot your issue or contact the developer responsible for the customization. Otherwise, please refer to the Partner Page to find a reselling partner to help with your support needs. In the circumstance that a customer files a support case and Sugar Support determines that a customization achieved outside the normal capacities of the user interface is the root cause of the reported issue, the support agent will communicate this finding and direct the customer to seek a resolution with the originating developer.

Creating the Case

The primary method for contacting the Sugar Support team is through the online SugarCRM Support Portal, though you can also send an email to support@sugarcrm.com if you prefer. Customers who have purchased phone support may also use the phone number provided to them to submit a new case.

Please note that, if you purchased your Sugar licenses through a partner, you should contact that partner for all support requests. If you purchased your licenses directly from SugarCRM, please follow the steps below to open a support case via the support portal:

  1. If you have not already, first create a SugarCRM.com account and request access to the Support Portal according to the instructions in the Setting up Access to the Support Portal article.
  2. After you have been granted portal access, navigate to https://support.sugarcrm.com and click on the Log In button at the top of the page to log in with your SugarCRM.com account.
    Note: If the Log In button shows your username, you are already logged in and can move on to the next step.
    login
  3. Click the Case Portal link on the navigation bar or in the user dropdown menu to access the Support Portal.
    case-portal-access
  4. To create a case, click the triangle in the Cases module tab and select "Create Case" or click the Create button on the upper right of the list view.

Your case will be assigned to a Sugar Support team member who will respond within the timeframe guaranteed by your level of support and the urgency of your request.

Details to Include

We encourage you to include as much of the following as makes sense for your situation. Doing so will allow us to resolve your issue as quickly as possible without spending excessive time gathering more information.

  1. Clear Description : In order for our team to provide quick and effective assistance, please provide the critical details regarding your problem, including:
    • Click-by-click steps to reproduce the issue starting with the login screen
    • If issues are with data in Sugar, provide a link to at least one affected record
    • Date, and if possible, time that the error last occurred
    • Date and, if possible, time the functionality was last working as expected
    • Description of any recent actions taken (e.g. upgrade, migration, Studio changes, module upload, change in user roles, etc.) on the instance that may have impacted the functionality
    • Scope of user impact
      • Admin vs. non-admin
      • Select users or all users
      • Please always provide at least one user name that can reproduce the issue, and, if applicable, one user name that cannot reproduce the issue
    • Web browser and version used
  2. Instance URL : If you have several instances, please be specific about which is experiencing the issue.
  3. Instance Version and Edition : Select the appropriate values in the dropdowns on the case submission form. Confirm your instance's current version and edition by navigating to the About page under your user menu on the top right of any Sugar page. 
  4. On-Screen Errors or Messages : If there are errors on the screen, take a screenshot or copy and paste them into the case description.
  5. Browser Console Errors : Please check your browser console and document any errors that are logged when encountering the errant behavior
  6. Sugar Log Errors : With your logging level set to Fatal in Admin > System settings, include any errors that appear in the Sugar log file (Admin > System Settings > View Log).
  7. Pictures : Screenshots are a great way to make clear the problem, so feel free to send them our way. Pictures must be attached as a note after the case is initially created.
  8. Diagnostic File : Especially useful for On-Site instances, this zip file can be generated by going to Admin > Diagnostic Tool. We recommend selecting "SugarCRM config.php", "SugarCRM Custom directory", "phpinfo()", and "SugarCRM Log File" at a minimum when generating the diagnostic file. As with pictures, this file must be attached as a note after the case is initially created.
  9. Other Log Files : As applicable, you may choose to send us web server, PHP, or database logs.

SLA Expectations

Sugar Support currently provides local support by three regions: US, EMEA, and APAC. Based on the physical location of your company, your support window will align with one of the following windows:

Support Center Business Hours
US 6 AM - 6 PM PST (Monday - Friday)
EMEA 9 AM - 9 PM CET (Monday - Friday)
APAC 9 AM - 9 PM AEST (Monday - Friday)

While we strive to resolve issues as quickly as possible, please note that our response times depend upon the service level of your subscription as well as the priority level (P1, P2, or P3) of the issue. The priorities are defined as follows:

Priority Definition
P1 Sugar (production instance only) is completely down or most functions are inaccessible by users
P2 Sugar is generally up and functioning but one or more items are not working as expected
P3 Non-critical issues or general questions about the application

You can expect an initial response to your issue within the following timeframes based on your level of support (Professional, Enterprise, or Ultimate):

  Professional Enterprise Ultimate
P1 4 business hours 2 business hours 1 hour (24x7x365)
P2 1 business day 4 business hours 4 business hours
P3 2 business days 1 business day 1 business day 

Observed Holidays

During observed holidays, Sugar Support operates at a reduced capacity. Staff will ensure that any P1 issues are responded to as quickly as possible.

The following 2017 holidays are observed in the US support center:

  • New Year's Day (Observed) : January 2 
  • President's Day : February 20
  • Memorial Day : May 29
  • Summer Holiday : July 3
  • Independence Day : July 4
  • Labor Day : September 4
  • Thanksgiving : November 23 - 24
  • Christmas Day : December 25
  • Winter Holiday : December 26 - 27

The following 2017 holidays are observed in the EMEA support center:

  • Epiphany : January 6
  • Good Friday : April 14 
  • Easter Monday : April 17
  • Labour Day : May 1 
  • Ascension Day : May 25
  • Whit Monday : June 5 
  • Corpus Christi : June 15
  • Assumption Day : August 15 
  • German Unity Day : October 3
  • Reformation Day : October 31
  • All Saints : November 1
  • Christmas Day : December 25
  • St. Stephens Day : December 26

The following 2017 holidays are observed in the APAC support center:

  • New Year's Day (Observed) : January 2
  • Australia Day : January 26
  • Good Friday : April 14 
  • Easter Monday : April 17 
  • ANZAC Day : April 25
  • Queen's Birthday : June 12 
  • Labor Day : October 2
  • Christmas Day : December 25
  • Boxing Day : December 26   

EllenTChrisR

Last modified: 09/18/2017 10:14am