SugarCRM support

Loaded clients can access our Support SLA service by phone, email or via our customer portal. Standard support hours are NSW business hours, 8.30am to 5.30pm, Monday to Friday. The Support SLA service gives you unlimited (with a reasonable use clause) access to our help desk in those hours. Our response times vary depending on the criticality of the issue.

Support SLA pricing is based on a monthly fee linked to the number of SugarCRM licensed users. You’ll receive a monthly report, and always have access to your Account Manager to escalate any issues.

For our Support SLA clients, we monitor the availability and performance of your Sugar instance and proactively deal with any issues this monitoring identifies. We investigate all support related issues you raise, and solve for no additional cost any issues which are caused by Loaded’s work on your system or relate to Sugar code fixes that from time to time may need to be applied. What we don’t cover for your Support fee is fixes for issues generated by work done by others (yourselves or third parties), and non-support work such as enhancements to your Sugar solution, upgrades or training. For further details on Loaded’s Support SLA service, contact us.

If our Support SLA agreement doesn’t suit your needs, we can discuss alternative arrangements. For example, purchasing a set number of hours of support in advance. For further details, contact us.