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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 Standard 2 Basic 3
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 4
1 Business Day 1 Business Day 2 Business Days
P2 SLA 4 Premium
Business Hours 4
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 Standard Support is included with Sugar Market, Sugar Sell, Sugar Serve, and Sugar Enterprise.
3 Basic Support is included with Sugar Professional.
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 2021, those holidays by region include:

AMER Support Center
  • New Year's Day: January 1
  • Martin Luther King Day: January 18 
  • President's Day: February 15
  • Memorial Day: May 31
  • Independence Day: July 5
  • Labor Day: September 6
  • Thanksgiving: November 25 - 26
  • Christmas: December 23 - 24
  • New Year's Eve: December 31
EMEA Support Center
  • New Year's Day: January 1
  • Epiphany: January 6
  • Good Friday: April 2
  • Easter Monday: April 5
  • Ascension Day: May 13
  • Whit Monday: May 24
  • Corpus Christi: June 3
  • All Saints' Day: November 1
APAC Support Center
  • New Year's Day: January 1
  • Australia Day: January 26
  • Good Friday: April 2
  • Easter Monday: April 5
  • Queen's Birthday: June 14
  • Labour Day: October 4
  • Christmas Day: December 27
  • Boxing Day: December 28 

Last modified: 2021-06-22 14:31:10