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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.

Each Sugar product offers a unique level of support as outlined in the table below. In addition, two paid support offerings are available if you find you require a higher level of support than is included with your product.

  P1 SLA P2 SLA P3 SLA Phone
Support
Support-
Authorized
Contacts
Sugar Market 2 Business Hours 4 Business Hours 1 Business Day Yes 4
Sugar Sell 2 Business Hours 4 Business Hours 1 Business Day Yes 4
Sugar Serve 2 Business Hours 4 Business Hours 1 Business Day Yes 4
Sugar Enterprise 2 Business Hours 4 Business Hours 1 Business Day Yes 4
Sugar Professional 4 Business Hours 1 Business Day 2 Business Days No 2
Sugar Ultimate 1 Hour, 24/7 4 Business Hours 1 Business Day Yes 5
Enhanced Support1 1 Business Hour 4 Business Hours 1 Business Day Yes 6
Premium Support1 1 Hour, 24/7 4 Premium Business Hours 12 Premium Business Hours Yes 8

2Contact us for information on purchasing a paid support offering.

For information about the cloud-hosting services available for each Sugar product, please refer to the SugarCloud Offerings page.

Priority Levels

While we strive to resolve issues as quickly as possible, our response times ultimately depend upon the service level of your subscription as well as the priority level (P1, P2, or P3) of the issue. The priorities are defined 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

Business Hours

Business hours are defined as one of the following timeframes, determined by the physical location of your company except in the case of the Premium Support tier, for which the most available support region will respond:

Region Time Zone Business Hours
Americas 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
Premium Business Hours2 US Eastern Sunday 5:00 PM - Friday 9:00 PM
Central European Sunday 11:00 PM - Saturday 3:00 AM
Australian Eastern Monday 9:00 AM  -  Saturday 1:00 PM  

2Premium business hours apply only to the Premium Support tier and span the support windows of all regions combined. 

Observed Holidays

During observed holidays, Sugar Support operates at a reduced capacity. Staff will ensure that any P1 issues are responded to as quickly as possible. 

The following 2021 holidays are observed in the US 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

The following 2021 holidays are observed in the 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

The following 2021 holidays are observed in the 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: 2021-02-26 22:04:28