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Support Offerings
SugarCRM includes comprehensive support with each subscription. Sugar also offers a variety of support options and Success Packages tailored to your company needs. You can add certain support features on an a la carte basis and more are available as part of Success Packages, which are designed to meet specific development and implementation requirements.

Support Included with Sugar Subscriptions

Sugar Professional Sugar Corporate Sugar Enterprise 12x5 (by region) 4 Unlimited 2 hours Yes No (optional) Yes (basic) No Sugar Ultimate 24x7 5 Unlimited 1 hours Yes Yes Yes (extended) Yes

NEXT STEPS

Support Hours Number of Contacts Number of Cases P1 Response Time Phone Support Developer Support Health Check Assigned Tech Support Rep

8x5 (by region) 12x5 (optional) 2 Unlimited 4 hours No (optional) No (optional) No No

12x5 (by region) 3 Unlimited 2 hours No (optional) No (optional) No No

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A La Carte Support Options

12x5 Support extends Sugar Professional support hours by fifty percent, adding four hours per business day. Developer Support allows customers to file support cases for any questions or issues related to: code-level access or modification; development against our provided APIs; modules not working properly that are not from a Sugar Exchange-certified package; best practices for developing, or guidance on getting started developing, custom code-level entities. Phone Support provides the convenience and speed of filing support cases by calling SugarCRM rather than submitting cases through the customer support portal. A Tier 1 support technician will attempt to resolve the problem over the phone during the initial call. If a problem requires escalation, additional trouble-shooting and resolution will also be initiated over the phone.

Levels of Service
SugarCRM Support offers these high quality levels of service for any customer. Support Portal The online Support Portal is the most expeditious method for issue resolution providing you with the opportunity to submit new cases, communicate directly with SugarCRM Support in one central location, upload file attachments associated directly with your cases, track the status of your existing cases, and review past cases. Email SugarCRM Customer Support All inbound emails are queued, measured in severity, assigned a case, and tracked through completion. All Sugar Professional, Corporate, Enterprise, and Ultimate customers get high priority. Email offers an effective channel to communicate directly with SugarCRM experts. Pro Help Forums Your answer may already be publicly available. The online Pro Help forum is monitored by SugarCRM experts and other Sugar customers. Prioritized Response Time Response time is prioritized based on the issue severity. P1 is the highest severity level and is assigned for to all cases where your Sugar implementation is not available. Other levels are P2 and P3. SugarCRM experts will assist on a timely basis based on the urgency. Case Assignment Each incident is independently tracked within SugarCRM, and is issued a case number.

If you are interested in learning more about Sugar support, please contact a Sugar representative at +1 (408) 454-6940 or sales@sugarcrm.com.

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