SugarCRM Support Contracts

Choosing a SugarCRM partner really depends on ensuring you find the right fit your business. One of the major points of concern is the level of support you receive necessary for meeting your business needs. How do you sort through all the hype? Also, how can you tell if your partner will be with you over the long term?

It takes serious evaluation to ensure your partner is uniquely equipped to meet your company’s business challenges. It’s always crucial to note that support can vary depending on your partner. What matters most is how much support you need and whether your partner can offer that type of support. Here, we will discuss SugarCRM support contracts.

Supported versions of SugarCRM

In terms of SugarCRM, it is critical to note that older versions are consistently retired. The reason being is SugarCRM wants to focus on offering only the highest quality of service for the latest releases. Furthermore, the end-of-life (EOL) plan is offered for all On-Site versions of SugarCRM whether it be the CRM solution, mobile solutions, Plug-ins, extensions, and connectors.

If you want to upgrade to the latest supported version, it is best to reach out to your partner first. Additionally, the most recent versions of Sugar are also found in the download manager. Here’s a list of supported platforms:

Sugar 7.9

  • Platform options
    • Windows Server 2012 R2
    • Linux/Unix/Mac OS (Any version that can support PHP)
    • PHP 6, 7.1  (required)
  • Database Server options
    • MySQL 6, 5.7 (any edition of Sugar)
    • DB2 LUW 10.5 (for Sugar Ultimate and Enterprise editions only)
    • Oracle 12c (for Sugar Ultimate and Enterprise editions only)
    • MS SQLServer 2012, 2014 (must be in a Windows Server environment)
  • Web Server options
    • Apache 2.4
    • IIS 8.5
  • Search Engine options
    • ElasticSearch 7.5
  • Browser Options
    • Google Chrome 57-63
    • Firefox 53-58
    • Internet Explorer 11
    • Safari 10, 11

Sugar 8 (latest onsite version as of 6/6/2018)

  • Platform options
    • Windows Server 2012 R2
    • Linux/Unix/Mac OS (Any version that can support PHP)
    • PHP 1  (required)
  • Database Server options
    • MySQL 7  (any edition of Sugar)
    • DB2 LUW 10.5  (for Sugar Ultimate and Enterprise editions only)
    • Oracle 12c  (for Sugar Ultimate and Enterprise editions only)
    • MS SQLServer 2014 SP2 (must be in a Windows Server environment)
  • Web Server options
    • Apache 2.4
    • IIS 8.5
  • Search Engine options
    • ElasticSearch 4, 5.6
  • Browser Options
    • Google Chrome 65
    • Firefox 59
    • Internet Explorer 11
    • Safari 11

Of course, you want to double check with your partner to make sure all those platforms are supported.

Determine what you need

Before figuring out the best support contract for your company, you should know exactly what you want. Furthermore, separate must-haves from nice-to-haves. You want your partner to have accurate requirements regarding what you need.

Support-authorized contact

Depending on your company’s purchased level of support, you will have a designated person to work with. This person will be the intermediary between your business and your Sugar support needs.

Moreover, the support-authorized contact is also often the system administrator. This designated support-authorized contact will be the person who understands how your system has been organized. Your support-authorized contact can then help trouble shoot your Sugar support cases.

Sugar partners

Every SugarCRM partner will offer support commitments. Since Sugar comes in different editions, there will be different levels of support. Here are some options you may have within your support contracts:

  • Unlimited email and telephone support
  • Discounts on multi-year agreements, that are pre-paid
  • Customized contracts
  • Optional coverage for add-ons and third-party products
  • Coverage during normal business hours
  • Remote connection fees
  • Support staff of experienced and certified consultants

Coverage can also include:

  • Remote assistance
  • Instructions for various features and products
  • Troubleshooting
  • Repair and administration
  • Issues with product activation

Other services that may be available:

  • Report writing
  • Network troubleshooting
  • User training

Normally, you would sign up for the type of support that makes the most sense for your company. And, the agreement usually covers one location. Furthermore, support contracts often renew on an annual basis with a 30-day reminder.

And, the offerings should match your business goals. In today’s consumer market, there is no standard model. So, discuss what you need and how your partner can meet your needs. 

Sugar on demand support

If you have any questions related to your user interface, code-level customizations, integrations with third-party products, or Sugar’s public API, you can work with your Sugar partner to address the issue. For support levels, each Sugar edition has different support levels listed below:

  • Ultimate
    • P1 SLA is 1 Hour 24/7
    • P2 SLA is 4 business hours
    • P3 SLA is 1 business day with phone support and up to five support-authorized contacts.
  • Enterprise
    • P1 SLA is 2 business hours
    • P2 SLA is 4 business hours
    • P3 SLA is 1 business day with phone support and up to four support-authorized contacts.
  • Professional
    • P1 SLA is 4 business hours
    • P2 SLA is 1 business day
    • P3 SLA is 2 business days with up to two support-authorized contacts.

Sugar hosting options

What about the cloud? You can choose from multiple options in terms of where to host your instance. Here’s what is included for each edition:

  • Ultimate: Cloud backups for 1 instance is daily with up to five Cloud Sandboxes and a limit of 250GB.
  • Enterprise: Cloud backups for 1 instance is daily, with up to two Cloud Sandboxes and a cloud storage limit of 60GB.
  • Professional: Cloud backups for 1 instance is twice per month with a 15GB cloud storage limit.
  • Partner Cloud: Our hosted environments are designed to enhance and accelerate your platform’s performance.

If needed, you can purchase daily backups for more cloud instances. You can also purchase more storage and sandboxes.

After hours

There are also options for after-hours support since issues can happen at any time. Of course, this also depends on your needs and what’s most important for your business. Yet, when issues arise after normal working hours, it’s nice to know you have support available to help.

Quick response time

Naturally, you want immediate response when there is a problem. This can be crucial for any business dependent on a software solution. When your customers are waiting on you, and you’re dealing with failing machines–time is truly of the essence.

As a result, make sure you have the timely support required to keep your business operating on all cylinder when it counts.

Remote support

One thing that many customers prefer is remote support. To put it plainly: It is less intrusive. With remote support, issues can get solved without interrupting anyone or having to show anyone around the location. While not every issue can be handled remotely, it is the optimal choice when available.

In conclusion

By knowing what you want upfront, you can help your vendor tailor a solution best suited for your company needs. It’s good to know that Sugar and Sugar’s partners offer a variety of support contracts depending on your edition and business goals. Discuss these, in-depth, with your vendor to come up with the best solution overall.