Sugar Support Offerings
Support for Customers Who Bought Sugar From an Authorized SugarCRM Partner
If you purchased Sugar through a Sugar partner, reach out to your Sugar partner for support and to learn about their support commitments. Find your partner's contact information in our partner directory.
Support for Customers Who Bought Sugar Directly From SugarCRM
If you purchased a Sugar product directly from SugarCRM, the Sugar Support Team will manage your support requests. To learn more about Sugar Support, including definitions of priority levels (e.g., P1, P2, P3), please visit the Working With Sugar Support article.
| Support Type | Premium 1 | Enhanced 1, 2 | Standard 3 | Basic 4 |
| Authorized Support Contacts | 8 | 6 | 4 | 2 |
| Support Response Hours | 24x7 (for P1 cases) |
12x5 | 12x5 | 8x5 |
| Support Response Geography | Global | Region-Specific | Region-Specific | Region-Specific |
| P3 SLA | 12 Premium Business Hours 5 |
1 Business Day | 1 Business Day | 2 Business Days |
| P2 SLA | 4 Premium Business Hours 5 |
4 Business Hours | 4 Business Hours | 1 Business Day |
| P1 SLA | 1 Hour | 1 Business Hour | 2 Business Hours | 4 Business Hours |
| Case Submission via Web Portal | X | X | X | X |
| Access to SugarClub Community Support | X | X | X | X |
| Email Support | X | X | X | X |
| Phone Support | X | X | X | |
| Priority Phone Queue | X | X | ||
| Live Chat Support | X | X | ||
| Enhanced P1 Initial Response SLA | X | X | ||
| Matched SLAs for Sandboxes | X | X | ||
| Priority Case Routing | X | 30-day post sale | ||
| Access to All Global Support Centers | X | |||
| Access to Dedicated Senior Team | X |
1 To purchase Enhanced or Premium Support, please contact us here.
2 Enhanced Support is included with Sugar Sell Premier.
3 Standard Support is included with Sugar Market, Sugar Sell Advanced, Sugar Serve, and Sugar Enterprise.
4 Basic Support is included with Sugar Sell Essentials.
5 Premium Business Hours apply only to the Premium Support tier and span the support windows of all three regions.
To learn more about cloud-hosting services available for each Sugar product, please refer to the SugarCloud Offerings page.
Frequently Asked Questions
How fast will I get support?
We strive to resolve issues as quickly as possible and our response times depend upon two factors:
- The issue priority level (P1, P2, or P3)
- Your subscription level
The priority level descriptions are outlined as follows:
| Priority | Definition |
| P1 | Sugar (production instance only) is completely down or system-critical functions are inaccessible to 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 |
What is a "Business Hour?"
A Business Hour is determined by the physical location of your organization. You have access to Business Hours during the following timeframes:
| Region | Time Zone | Business Hours |
| AMER | US Eastern | 9:00 AM - 9:00 PM, Monday - Friday |
| EMEA | Central European | 9:00 AM - 9:00 PM, Monday - Friday |
| APAC | Australian Eastern | 9:00 AM - 9:00 PM, Monday - Friday |
I have Premium Support. How do Premium Business Hours work?
Just like Business Hours, Premium Business Hours are determined by the physical location of your organization. Unlike normal Business Hours, Premium Business Hours provide you with access to all three Sugar support centers so you can have uninterrupted support during the week. You have access to Premium Business Hours during the following timeframes:
| Region | Time Zone | Business Hours |
| AMER | US Eastern | Sunday 5:00 PM – Friday 9:00 PM |
| EMEA | Central European | Sunday 11:00 PM – Saturday 3:00 AM |
| APAC | Australian Eastern | Monday 9:00 AM – Saturday 1:00 PM |
Can I change the region I currently get my Business Hour support?
Yes, Standard and Enhanced Support customers may request to switch their base region of support. This is especially helpful when customers have teams that need to interact with Sugar support staff in a region that is different from their company headquarters. Except for Premium Support, customers will receive support from only one region.
Will I get support even on a holiday?
Sugar Support operates at reduced capacity during observed holidays. While customers may experience a slight delay in standard SLA times, Sugar Support teams will continue to respond as quickly as possible to P1 support cases.
Which holidays do you observe?
The Sugar Support team recognizes different holidays in each region. For 2024, the observed holidays by region are as follows:
AMER Support Center
- New Year's Day: January 1
- Martin Luther King Day: January 15
- Presidents' Day: February 19
- Memorial Day: May 27
- Juneteenth: June 19
- Independence Day: July 4
- Labor Day: September 2
- Thanksgiving: November 28 - 29
- Christmas: December 24 - 25
EMEA Support Center
- New Year's Day: January 1
- Good Friday: March 29
- Easter Monday: April 1
- May Day: May 1
- Ascension Day: May 9
- Whit Monday: May 20
- Corpus Christi: May 30
- Assumption Day: August 15
- German Unity Day: October 3
- All Saints' Day: November 1
- Christmas: December 25
- Boxing Day: December 26
APAC Support Center
- New Year's Day: January 1
- Australia Day: January 26
- Good Friday: March 29
- Easter Monday: April 1
- Anzac Day: April 25
- Western Australia Day: June 3
- King's Birthday: June 10
- Labour Day (NSW only): October 7
- Christmas Day: December 25
- Boxing Day: December 26