Switching Sugar hosting companies

[stblack]

These are questions about private companies that supply Sugar hosting services, how to switch between them, and how we can publicly raise concerns about what we hope will soon be our former provider.

We are having some very serious issues with a company that festoons the SugarCRM logo on its home page, and with whom, for the past month, we have been truly been living a horror-show.

Our questions are:

• How are Sugar hosting companies certified?
• Is there a process in-place to evaluate customer satisfaction with Sugar hosting companies?
• Is there a mechanism whereby we can register a formal complaint about a company that provides Sugar hosting services?
• Is there, perhaps in a knowledgebase, a detailed description of how to switch Sugar hosting companies?

Our move is not a huge "get" -- currently 12 licenses -- but we ARE going to move our business, and we want to do it shortly, cleanly, and sharply. And we want to to ensure our story is on-the-record so others can be forewarned about our soon-to-be-former hosters.

Any advice would be welcome. We'd accept help from other hosting companies -- after all, our business is going somewhere -- but we want to end this nightmare ASAP, as cleanly as possible.

Reply publicly or privately, as you see fit. Thanks for your help.

[malcolmh]

Hi,

Sorry to hear that you are having issues with your hosting partner. Is this just a hosting site or is the company offering you an On-Demand version? Which flavour of Sugar are you using CE, PRO or ENT?

Any company that can download the software in the CE version and can offer it as a hosting/on-demand package, so there is no control that Sugar can apply.

For this reason, Sugar does not certify hosting companies. There are no processes to evaluate customer satisfaction, a formal complaint would be the forum.

To change host provider, you need to get your current provider to supply you with a database dump and a copy of you Sugar instance. This can then be give to your new provider.

We provide Hosting/On-Demnd services and have done almost 40 Sugar projects, not just hosting but also helping our customers to get more out of the system and fit the system to their requirements

[clint]

Malcolm is entirely correct that because Sugar Community Edition is licensed under the GPLv3, anybody can provide hosting services for the Community Edition. We have no control over these providers and in many cases no knowledge of who they are.

However, the we do work with the hosting providers that provide Sugar Professional and Sugar Enterprise. These hosting providers have to join the SugarCRM partner program and we do work with them to provide the best possible service.

Regards,
Clint