SuiteCRM Support

Get professional support for your SuiteCRM, direct from the vendor.

SuiteCRM Support

Get professional support for your SuiteCRM, direct from the vendor.

Reliable SuiteCRM Support, When You Need It

From onboarding to training or tailored development, our team supports you at every stage.

Direct Access to Experts

Personalised support through a dedicated portal
Transparent case tracking and prioritisation
Regular updates with clear guidance
Multi-channel support: email, phone, and video

Flexibility & Added Value

Complimentary 1-on-1 training on core functionality
Choice of SLAs and response times
Scalable support hours to fit your needs
Additional portal users as your team grows

Comprehensive Services

Consultancy, training and process advice
Configuration and custom development
Change requests, bug fixes, upgrades, and migrations
View the full list of supported services ->

Choose a Support Package

SILVER

.

£1,200 + vat

10 Hours / Year

Standard SLA

1 Nominated Portal User

GOLD

£3,600

Now £3,240 + vat

30 Hours / Year

Standard SLA

2 Nominated Portal Users

PLATINUM

£6,000

Now £5,400 + vat

50 Hours / Year

Enhanced SLA

6 Nominated Portal Users

SuiteASSURED

.

£POA

Bespoke Care Hours / Year

Enterprise Level SLA

Unlimited Portal Users

Warranties, Indemnities, and performance guarantees

How it Works

Submit and manage your support requests in three simple steps

Submit a Support Case

Create and manage support cases through our dedicated Support Portal. Provide details and attach files so we can respond quickly and accurately.

Track Progress in One Place

Monitor updates, review previous requests, and communicate with our team directly within the portal. Everything stays organised and accessible.

Connect When Needed

If required, we arrange phone or video calls to resolve more complex issues faster and ensure clear communication.

Support Services in Detail

Everything you need to implement SuiteCRM successfully

Installations and Setup

SuiteCRM installation is usually straightforward but configuration and infrastructure optimisation can be a challenging task. We have deep understanding and knowledge of the software, its server and hosting requirements. We have successfully performed thousands of installations for clients around the world and will be happy to guide you through your first steps.

 Data Migrations

Data is the foundation of almost everything you do. When you move your data, it’s critical that the process is accurate and comprehensive. Small migrations of only a few hundred records are usually easy to achieve with the guidance of our support team. For larger datasets, we recommend our comprehensive migration services, including a pre-migration data analysis service.

Training (One-to-One & Group)

One-on-one Core SuiteCRM training sessions are available as a complimentary service with all support packages. Complimentary training is restricted to nominated portal users only. If additional staff would benefit from this training, they can be added to the support portal at minimal cost. We also offer group training on core, non-core, custom and bespoke functionality, as well as developer-focused group training, which can be paid for using your available support hours.

Consultancy

You don’t need to be a CRM expert to implement a powerful platform. Our team of experienced and qualified business analysts and consultants will analyse your data and processes, and guide you through the CRM implementation and adoption.

For regulated, security-conscious organisations

Security and Performance Audits

We analyse your SuiteCRM instance to discover if any files or standard database records or structures have been changed from their original state. We also prepare a report, highlighting areas of concern or those that require further investigation. If appropriate, a set of immediate remedial actions and estimates are also included. If you suspect or are aware that your instance of SuiteCRM has already been compromised, get in touch with our support team immediately, who can assist with securing the instance, both in the immediate and long term.

Compliance

Every organisation that collects personal data must ensure it is handled securely and in line with applicable compliance obligations.
Clients using our fully managed hosting benefit from an environment where a high level of compliance is already in place. This is maintained by our compliance specialists through advanced monitoring, along with regular internal and external audits. Both our hosting platform and our organisation are compliant with recognised standards, including GDPR and the DPA.

For organisations with more stringent or complex compliance requirements, we offer specialised hosting environments that can be customised to meet specific regulatory or operational needs. This reduces the internal efforts required to manage hosting compliance.

For customers who self-host, achieving compliance may require additional configuration or infrastructure changes. Where these changes are not straightforward, our support team provides guidance, recommendations, and targeted customisation to help you meet your compliance objectives.

For platform health, performance & scalability

Upgrades

Running the latest version of SuiteCRM is important to maintain a secure and stable CRM. Furthermore, most organisations have compliance requirements that deter the use of outdated or unsupported software versions. On our hosting platform, upgrades are largely automated. Those who self-host, have complex integrations or have not upgraded recently, may find upgrading challenging. Our team of engineers are experienced in resolving upgrade issues and can assist you with upgrading your CRM instance, carry out the upgrade on your behalf, or adapt your existing customisations to make them as upgrade-compatible as possible.

Server Migrations

Keeping your hosting environment up to date is an important task that requires constant monitoring, updates, and testing.

Migrations are necessary for many reasons. When performing a major version upgrade of your operating system, it can be more efficient to migrate servers rather than to upgrade in place. You may need to migrate to a higher or lower capacity server to unlock additional performance or keep costs under control. Migrations are also common between data centers or providers. Regardless of the reasons, our infrastructure specialists are here to help. We will provide help, advice and assistance to your internal teams or conduct the migration on your behalf with minimal disruption to your organisation.

If you’d like to remove the burden of server maintenance, upgrades and migrations, you may wish to take advantage of our fully managed hosting service. To learn more about how we deliver a seamless and secure migration, visit our Hosted Migration page or get in touch with our team to discuss your requirements.

For day-to-day operation and continuous improvement

Troubleshooting & Bug Resolution

Should any issues arise, we’ll guide you smoothly through the troubleshooting and resolution process. We understand these issues can be disruptive to your organisation and will prioritise their resolution to keep your CRM in perfect health.

Change Requests & Process Optimisation

From sales and customer service through to reporting and compliance, SuiteCRM is the perfect tool for the job. The CRM should make the processes easier, faster, and increase visibility. However, a poorly designed or implemented process will hinder adoption and can have a detrimental effect. We will work with you to integrate and optimise your existing processes to remove the user pain points, while increasing value to your organisation. This can be as simple as the removal or addition of fields or functionality through to bespoke new modules and functionality – to perfectly encompass your specific needs.

Third Party Integrations

Integrations centralise your data and streamline operations. Using SuiteCRM’s API and flexible architecture, we connect SuiteCRM with third-party applications. We have built countless bespoke integrations bringing together multiple enterprise applications so they share information and data as one.

Styling UI / UX

One of the main benefits of SuiteCRM being open source is the ease with which it can be customised by suitably experienced developers. Our in-house team of UI / UX experts and front-end developers can customise the CRM to ensure the user interface fits in with your company branding, colour scheme and design.

What Makes Official Support Different

Official SuiteCRM Support connects you directly with the engineers who build and maintain the software, ensuring up-to-date SuiteCRM knowledge and faster issue resolution. When you choose support direct from the vendor, you can be assured you are dealing with the only true experts.

By choosing official support, you also contribute to the continued development of SuiteCRM and the wider open-source community.

Support for Every SuiteCRM Hosting Option

Compare our fully managed hosting plans, where Silver Support is included as standard, or migrate your existing SuiteCRM to our managed environment.

“Case was managed well and on point. Received a solution quickly.”
Juan Batista Senior Manager, 
IT Operations & Support | Verra
“I’m so proud and appreciative of each of you who are helping with this project and I’m so thankful we decided to migrate our instance.”
Don Kennedy President, ProMaster Home Repair
“Perfect team with perfect solution 10/10”
Electronics Manufacturer One of our valued clients

Frequently Asked Questions

Wondering how it works? Let’s break it down.

Support Overview

After you sign up for a support contract, we will go through an on-boarding process to understand your organisation, your current and future needs. Our on-boarding process gives us the opportunity to discuss how the support will be delivered as well as how to ensure you get the best value from your support hours.

Once on-boarded, you can access the support portal and submit cases at any time.

Support is managed through our dedicated support portal. You can open new cases, reply to existing ones, and request email, phone, or video support sessions.

Our 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.

Our team will respond to any new support case within the SLA levels appropriate to your level of support package.

Service Level Agreement (SLA) response times define how quickly you’ll receive an initial response to a new support case. These vary by package level and do not necessarily include the time to complete a fix.

Core Assurance is available with the SuiteASSURED package. With Core Assurance, you can discuss, report and resolve bugs in the core SuiteCRM functionality without impacting your available Care Hours. Ideal for those who make extensive use of the SuiteCRM software and would like to ensure the highest stability possible.

Core Assurance provides a warranty on both core and customisation and includes enterprise-level SLA agreements.

Please contact us to discuss the benefits of SuiteASSURED in more detail.

Support Hours & Usage

Each support package includes a specific number of support hours that you can utilise during your contract year. Each interaction with our support team will consume those support hours to one degree or another.

Smaller tasks will use less time, whereas larger, more complex cases requiring detailed investigation, planning, development, or consultancy, will use up more of your available time.

Unused support hours will expire at the end of the contract year and cannot be carried forward.

You can request an update at any time, in any support case, to discover your current support hour balance.

We can also send automated reports on a monthly basis which will detail your usage.

Yes – you can purchase additional hours at any point. These are available in blocks of 10 with discounts for higher volume purchases.

This is useful if you intend to embark on an especially complex change request, integration or if you would like to conduct an upgrade, migration or audit and do not have sufficient hours to complete the process. Unused support hours will expire at the end of the contract year and cannot be carried forward.

If you use all of your available support hours, you can purchase more or wait until your package renews to continue receiving our support.

Support Access

You will have access is through our support portal once the on-boarding process is complete.

You can use the support portal to open a new case, respond to an existing one or access your historic cases. You can also use the portal to request a video call, telephone call or in-person meeting to discuss your requirements in more detail.

All interactions with the support team will be managed through the support portal. If you contact us by email or telephone, a new support case will be created to manage this interaction.

These are the users authorised to log in to the support portal and submit or manage cases on behalf of your organisation. They are the only users who can log in to the portal and make use of our support services.

Requests from users who are not nominated portal users cannot be processed, although we may contact one of the nominated portal users to inform them that an unauthorised request was received.

Support packages are paid in advance and managed completely online through our payment provider. Your support plan will automatically renew each year for your convenience.

Yes, you can cancel at any time through the support portal.

Please note, there are no full or partial refunds for unused support hours.

Training & Additional Services

All support packages include a complimentary core SuiteCRM training session. This covers core functionality via email or video call for nominated users, and doesn’t reduce your available support hours.

Yes – estimates can be provided on request. This can be requested at any time on the support case and can help you plan and budget for current and upcoming years.

Please be aware that the creation of an estimate may well take up some of your available support hours as we may need more information from you or to do further planning or investigation ourselves.

This optional service offers expert consultancy to support your implementation, including architecture review, project guidance, and development assistance.

View the terms and conditions for our support packages