SugarCRM SupportResourcesSupport Offerings

Support Offerings

Support Levels

If you purchased Sugar through a Sugar partner, please reach out to the partner for support and to learn about their support commitments. For customers purchasing directly from SugarCRM, Sugar Support will handle your needs. More information about Sugar Support including definitions of priority levels (i.e. P1, P2, P3) can be found in the Working With Sugar Support article.

Sugar is available in several editions, each of which offers differing product features as well as varying support levels. Each edition's included support is detailed in the chart below:

Included Support Coverage Ultimate Enterprise Professional
P1 SLA 1 Hour 24/7 2 Business Hours 4 Business Hours
P2 SLA 4 Business Hours 4 Business Hours 1 Business Day
P3 SLA  1 Business Day 1 Business Day 2 Business Days
Phone Support Yes Yes Optional
Support-Authorized Contacts 5 4 2
Extended Support Optional Optional Optional

For information about the cloud hosting services available for your edition of Sugar, please refer to the Sugar Cloud Offerings page.

Phone Support

Sugar Professional customers have the option to purchase phone support. To do so, contact your SugarCRM business partner or customer success manager.

Extended Support

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 to customers on the annual release model running their instance on-site or in Sugar's premium cloud. Sugar versions for which Sugar Extended Support is available are shown on the Supported Versions page. To purchase Sugar Extended Support, contact your SugarCRM business partner or customer success manager.

Last modified: 2019-02-05 15:21:12