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 No 1
Support-Authorized Contacts 5 4 2

1 Phone support is available for purchase for Sugar Professional customers.

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

Last modified: 2018-03-15 19:39:12