Premium Support: offers SugarCRM's highest level of support, including access to our in-house experts 24 x 7 x 365 for Priority 1 issues. Premium Support customers are assigned a support representative as a single point of contact to manage SugarCRM deployments from inception to roll-out to upgrade. Premium Support is the best choice for companies where Sugar Professional or Sugar Enterprise is a mission critical application.

Premium Support

• Unlimited cases;
• E-mail, Support Portal, Pro Help Forums;
• Live phone support during business hours;
• After hours phone support available for P cases;
• Assigned support representative;
• Quarterly account reviews.

Support offers these high quality levels of service for any customer. 

Email SugarCRM Customer Support
All inbound emails are queued, measured in severity, assigned a case, and tracked through completion. All Sugar Professional customers get high priority. The email response offers an effective channel to communicate directly with the SugarCRM experts.

Prioritized Response Time
Response time is prioritized based on the issue severity. SugarCRM experts will assist on a timely basis based on the urgency.

Live Phone Support
For Extended and Premium Support customers, administrators can call the SugarCRM experts from 9am to 6pm PT, Monday through Friday excluding holidays.

We recommend budgeting for 3-6 months of technical support to begin after deployment of the final project phase.