Open Source SugarCRM Support

Support is an absolutely critical component of the SugarCRM service we deliver. But support is not just there for when you have problems. Support begins before problems arise. We call it customer care.

Customer Care

Once we have designed and delivered the solution, trained and mentored your people and the system is live and delivering value to your company, customer care begins. We will agree a monitoring and contact pattern with you. We deliver regular reports that tell you who is using your CRM and how they are using it. Frequently this is the first step to designing and delivering support training for users that might be struggling with SugarCRM.

Customer Care and customer contact ensures that SalesAgility.com supports your people and your company to ensure that you get the very best out of SugarCRM.

Customer Care means that we will actively seek feedback from you and your people and adjust the software processes, or deliver extra training, or maybe even suggest that you do things differently. Whatever is most appropriate to make sure that your investment delivers maximum impact and return on investment.

For any service issues, questions about how the software works or to report a fault, we deliver two responsive support mechanisms:

Telephone Support

Provided from 9-5 (Mon-Fri), telephone support offers direct access to product specialists who will be able to assist you with your query. This is not a call centre. Support is delivered by our own support analysts who are experts in SugarCRM and who are patient, courteous and diligent.

24 hour Web Support

For all issues that arise outwith normal support hours, we provide a secure, password protected, Internet based system to record and progress customer's requirements. We provide full training on how to access and use the Web Support service as part of our normal Implementation Plan.

Customers can both record issues and monitor them as they are progressed and resolved.