Fed up with minimal support on Open Source

[joannaoman]

I am fed up with Open Source Sugar (free version) because i have no support. I am not technical enough to handle things on my own, and too busy with running a business to be spending hours searching forums for help. I think it may be time for me to go for a hosted, fully supported edition, where i only describe a problem and it gets fixed by the little sugar elves (and i have time to do what i do best).

The problem is that i only have one user at this stage of my business and so the professional on-demand edition may not be in my reach. and i do not want to buy support case by case from network, because i have problems with sugar on average every two weeks!

also i am concerned about the fact that support seems to be offered only in the States. I couldn't find training or support for small businesses like mine in the UK.

HELP!

[eggsurplus]

You're right, there's minimal support but that is what you get with a free product. The Open Source version is more along the lines for those who are willing to put that time in. Usually that time is minimal but not always. If you want to be up and running while spending minimal time on it along with getting great support try out the Pro or Enterprise editions (http://www.sugarcrm.com/crm/products/editions.html). There are even options available like Sugar On-Demand where they will go through the trouble for you and host it themselves (http://www.sugarcrm.com/crm/products/crm-products.html). As with anything, you get what you pay for.

[eaho]

There really isn't much more support if you upgrade to PRO. The bugs that occur in OS also occur in PRO (the ones I've had to deal with). I've also found that many of the upgrades will fix one bug, but create a new one that affects another part of your workflow. As such, I only upgrade when I know the patch will fix an existing bug that causes me headache.

I am impressed with the overall product and think it's great they have an OS version. But I will say it's not worth getting worked up over the bugs. Most bugs you report will be ignored (even if you have a PRO account). The ones that are fixed take a long time. My guess is because while only one or two bugs may be affecting my workflow, they're working on hundreds of bugs.

[susiewilliams]

Hi joannaoman,

I'll let Jasson Nassi, our Director of Support, give you the official answer, but I know we do have European customers and we do offer support to them. In fact, we are staffing up with support resources in our new Dublin, Ireland office, so you should be able to get "local" support if you wish to go with the SugarProfessional edition.

[jnassi]

I am fed up with Open Source Sugar (free version) because i have no support. I am not technical enough to handle things on my own, and too busy with running a business to be spending hours searching forums for help. I think it may be time for me to go for a hosted, fully supported edition, where i only describe a problem and it gets fixed by the little sugar elves (and i have time to do what i do best).

The problem is that i only have one user at this stage of my business and so the professional on-demand edition may not be in my reach. and i do not want to buy support case by case from network, because i have problems with sugar on average every two weeks!

also i am concerned about the fact that support seems to be offered only in the States. I couldn't find training or support for small businesses like mine in the UK.

HELP!

joannaoman,

Subscribing to Sugar Professional On-Demand directly from SugarCRM is certainly an option for you, if you'd like to go that route.

I would perhaps suggest an alternative solution, though, based on your concerns. SugarCRM has some great partners in the UK that may be preferable for your needs.

For instance, both e-nableiT Technologies and Visual Metrix offer local support in the UK with managed/hosted solutions.

As Susie wrote elsewhere on this thread, SugarCRM has expanded operations into Europe, and Customer Support will, in time, expand our hours of operation to include more of the European business day. If you'd like to explore the option of switching to Sugar Professional On-Demand directly from SugarCRM, please contact our Sales department.

But based on your comments, I suggest looking closely at some of our UK partners as your first option.

[pblag]

I am fed up with Open Source Sugar (free version) because i have no support. I am not technical enough to handle things on my own, and too busy with running a business to be spending hours searching forums for help. I think it may be time for me to go for a hosted, fully supported edition, where i only describe a problem and it gets fixed by the little sugar elves (and i have time to do what i do best).

The problem is that i only have one user at this stage of my business and so the professional on-demand edition may not be in my reach. and i do not want to buy support case by case from network, because i have problems with sugar on average every two weeks!

also i am concerned about the fact that support seems to be offered only in the States. I couldn't find training or support for small businesses like mine in the UK.

HELP!

Hi joannaoman!

If you need any help with reasonable price you can ask us.
We have own sugarcrm developers and integrators.
Feel free to contact us.