Support Plans
Dedicated support from SalesAgilty, the driving force behind SuiteCRM
Our SuiteCRM Support Packages provides best-in-class coverage and response for SuiteCRM. Delivered by email, portal or Phone, you can be confident that our experienced and knowledgeable Support Engineers will troubleshoot SuiteCRM according to defined and monitored Service Level Agreements. This exclusive support provides the foundation you need to be confident of your investment in SuiteCRM.
Silver
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Max of 15 hours support
Valid for 12 months
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Support desk hours:Monday to Friday 08:00 to 18:00Business Days(Severity 1, 2, 3, 4)
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Response time Severity 1:Within 2 Hours
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Response time Severity 2:Within 6 Hours
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Response time Severity 3:Within 2 Working days
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Response time Severity 4:Within 10 Working days
- 1 Nominated User
- Forum Access
- Email Support
- Portal Support
- No Telephone Support
- £1,950 + VAT
Gold
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Max of 30 hours support
Valid for 12 months
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Support desk hours:Monday to Friday 08:00 to 18:00Business Days(Severity 1, 2, 3, 4)
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Response time Severity 1:Within 1 Hour
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Response time Severity 2:Within 5 Hours
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Response time Severity 3:Within 2 Working days
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Response time Severity 4:Within 10 Working days
- 2 Nominated Users
- Forum Access
- Email Support
- Portal Support
- No Telephone Support
- £3,900 + VAT
Platinum
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Max of 50 hours support
Valid for 12 months
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Support desk hours:24/7/365 (Severity 1)Monday to Friday 08:00 to 18:00Business Days (Severity 2, 3, 4)
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Response time Severity 1:Within 0.5 Hours
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Response time Severity 2:Within 4 Hours
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Response time Severity 3:Within 1 Working days
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Response time Severity 4:Within 5 Working days
- 6 Nominated Users
- Forum Access
- Email Support
- Portal Support
- Telephone Support
- £6,500 + VAT
*Additional information
Additional development and migration of other systems are not included in the support packages. However if you require additional development and migration costs then please contact our team on the contact us form.
| Business Day | A day (not being a Saturday or a Sunday) when clearing banks are open for business in the City of London. |
| Reportable Incidents | Any verifiable and reproducible failure of the Products to materially conform to the Specifications unless such failure (a) results from Customer misuse or improper use of the Products; (b) does not materially affect the operation and use of the Products; (c) results from the modification by Customer or any third party of the Software or Hardware in a fashion not contemplated by the Agreement; or (d) results from Customer failure to implement in a timely manner any relevant improvements or modifications to the Products provided to Customer by SalesAgility. |
| Error Correction | Either a modification or addition to, or deletion from, the Products that materially conforms to SalesAgility’s published Specifications, or a procedure or routine that, when observed in the regular operation of the Software, eliminates that material adverse effect on Customer of such Error. |
| Severity 1 Error | Means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; (ii) Customer has had a substantial loss of service; or (iii) there has been a breach in security of access to personal data. No issues with client Software or third-party software will be treated as a Severity 1 Error. Laboratory, demonstration systems or any system that has not completed UAT are excluded from Severity 1 Errors. SalesAgility reserves the right to downgrade Severity 1 Errors if Customer does not provide appropriate resource to assist in the resolution of the problem. |
| Severity 2 Error | Means that major functionality is severely impaired such that (i) operations can continue in a restricted fashion, although long-term data integrity might be adversely affected; or (ii) only a temporary workaround is available. No issues with client Software or third-party software will be treated as a Severity 2 Error. Laboratory, demonstration systems or any system that has not completed UAT are excluded from Severity 2 Errors. |
| Severity 3 Error | Means a partial, non-critical loss of functionality of the software such that the operation of some component(s) is impaired but allows the user to continue using the Software. |
| Severity 4 Error | Means general usage questions and cosmetic issues, including errors in the Documentation. |
| Response Time | The time taken by SalesAgility to allocate a case reference number to the fault, confirm the Error level, and acknowledge receipt of the fault to the customer. |
| SuiteCRM Instance | A single instance of SuiteCRM. Reportable Incidents, Error Correction, Severity Levels and Response Times are subject to the successful onboarding of the SuiteCRM instance |
| Max hours of support | SalesAgility are under no obligation to correct errors once the maximum support hours have been consumed. |
Support FAQ
Free support can be accessed through the use of the SuiteCRM forum pages. Many of the answers to issues that crop up in the use of SuiteCRM can be found there by some patient searching. You can also register here and post any issues you have come across and await answers by other users.
Dedicated support issues are all dealt directly with the SuiteCRM support team. It is specifically designed for users who need a quicker and more robust fault support system. All support issues are dealt with in accordance with specific Service Level Agreements for each account and in some instances telephone support is provided 24/7/365.
A dedicated support package gives you the peace of mind that your system will be maintained and supported by the maintainers of the SuiteCRM software. Also, unlike most other support CRM contracts, we do not bill your support in accordance with the number of users we are supporting for you, instead you are only billed for the number of support hours you want to pre-order over a 12 month period. Our packages also provide you with clear time-scales for response and fixes for your users and your business.
The SuiteCRM Support team is committed to providing world-class service and support to its customers. Staffed by highly skilled support engineers and supported by the development team who write and maintain SuiteCRM, the SuiteCRM Support team is dedicated to resolving your issues quickly and professionally.
In order to meet our commitment to providing world-class support we need to plan our resources and to train our support engineers. This is a medium to long-term investment by us that we can only deliver with the assurance that medium to long-term support contracts are in place and fully-funded.
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Direct access to expert technical staff
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Minor, Major, and Critical severity prioritisation of support issues
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Guaranteed response times
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Support for multiple releases of the software
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Support assistance with general questions, configuration/ usage, and basic troubleshooting
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Consulting assistance available for bug fixes, understanding new features, patches / upgrades, and hands-on assistance
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Ongoing Maintenance for Past, Present and Future Releases
No. Your contract is for a 12 month period and we invest in the resources to ensure that you receive first class support for the 12 months
No. You are entering into a subscription agreement and your contract will automatically renew at the end of 12 months. If you do not wish to renew your agreement, you can cancel it at any time in the support dashboard.