Managing Your Sugar Subscription
How do I contact SugarCRM?
There are plenty of ways to talk with someone at SugarCRM. Please refer to the Contacting SugarCRM article to determine the best point of contact for your situation.
What is my version and edition of Sugar?
Sugar offers three commercial editions of Sugar: Ultimate, Enterprise, and Professional, and releases product updates (i.e. new versions) for each edition several times a year. Each version and edition combination is unique and requires its own documentation and troubleshooting approach. To find your version and edition, simply click on the About link from your user profile menu in Sugar.
On the About page pictured above, the edition is "Enterprise" and the full version is 126.96.36.199, sometimes abbreviated to the major version 7.8.
Do I need to create a SugarCRM.com account?
If you want to perform any of the following actions, you must create an account and log in to SugarCRM.com:
- Submitting support cases (you must be a support-authorized contact)
- Rating pages on the support site
- Signing up for training classes
- Asking and answering questions in the Sugar community
- Downloading your purchased software
You do not need a SugarCRM.com account to perform the following actions:
- Reading documentation and knowledge base articles
- Viewing Sugar's training videos
- Browsing and searching for existing answers in the Sugar community
How do I get access to the case portal?
Only support-authorized contacts can use their SugarCRM.com account to submit cases to Sugar Support via the case portal. To learn how a support-authorized contact can create an online account with SugarCRM and get set up for case portal access, please refer to the article Setting Up Access to the Support Portal.
What is a support-authorized contact?
The support-authorized contact is the person at your organization who has been designated to work with Sugar Support via the support portal. This person will act as the liaison between your end users and Sugar's support team. Every SugarCRM customer is allotted at least one support-authorized contact, depending on their purchased level of support. Typically, the support-authorized contact is an administrator of your Sugar system and has the highest level of insight into how your organization uses Sugar and how it has been configured or customized.
How do I download the software I bought?
Use the following steps to access your downloadable software:
- Navigate directly to your account's Downloads page.
- Log in using your SugarCRM.com username and password.
- Select the appropriate category from the topmost dropdown to reveal the available software.
Note: You may not see the category dropdown list if you purchased only one product.
- Click on the file that you wish to download.
If you would like to share your download files with a new or additional SugarCRM.com user, submit a Support case asking us to grant the user access. Please include their SugarCRM.com username and their relationship to your organization (e.g. consulting partner, network admin, etc.).
How do I update my SugarCRM.com account information?
To update the password or company information associated with your SugarCRM.com account, follow these steps:
- Log in to SugarCRM.com.
- From the My Account menu at the top of the page, select "Profile".
- Click the Edit button, make your changes, and then click "Save Changes".
Please note that the email address field may be locked from editing. If you need to make changes to a locked email address, please submit a Support case asking us to make the change.
Is my software up-to-date?
Instances hosted by Sugar's cloud environment will be automatically upgraded to the latest available release according to the Upgrade Policy outlined in the Sugar Cloud Policy Guide. Customers who host their Sugar instance anywhere else can check for newer versions by navigating to Admin > Upgrade Wizard.
How do I get a copy of my cloud data?
Sugar cloud instances are automatically backed up on a nightly basis and maintained for a period of 30 days. For more information on accessing these backups, please refer to the Sugar Cloud Policy Guide.
What is the status of my reported bug?
Support-authorized contacts can check a bug's status in the Support Portal's Bugs module at any time.
When you have a support case in the "Pending Defect Resolution" stage, you will automatically receive updates on the status of the related bug at least once every 30 days via email until it has been resolved. For more information on the various bug stages and other fields, please refer to the Using the Support Portal article.
Last modified: 04/30/2018 10:44am