Sugar Support

Enable’s highly-skilled team of support engineers based in the Ipswich (UK) office means it can offer unlimited UK-based support packages for all of its solutions. Whether it is first thing on Monday morning or at the end of play on Friday evening, support is never more than a phone call or email away.

Part of the package

Our UK Hosting includes Technical support as standard at no additional cost and we are more than happy to quote for providing technical and/or end user support to companies or individuals running either Sugar or Mautic on other deployment environments.

UK Technical Support Agreements and SLAs

Level of Cover
Support Cases Unlimited
Contacts 10
Support Hours 0730 - 1800
Days of Week (Excl UK Bank Holidays) Monday to Friday
UK Phone and Email Support Yes
Assigned Account Manager Yes
Service Level Agreement (SLA) Response Target Fix Max Fix
P1 Response Time 30 mins 1 hour 2 hours
P2 Response Time 4 hours 24 hours 40 hours
P3 Response Time 8 hours 50 hours 70 hours

Support Cases: Enable Technologies Clients can open an unlimited number of support cases.

Contacts: A contact is a person who has privileges to open and manage support cases with Enable Technologies.

Support Hours: 0730 x 1800 means Clients can get support from Enable Technologies during standard business hours (10:30 hrs; 5 days per week).

Phone & Email Support: Clients can call or email Enable Technologies to open a support case and receive first-level technical support.

P1 Response Time: Is the SLA (service level agreement) elapsed time in which Enable Technologies guarantees a response to support cases of a definition of system or application failure.

P2 Response Time: Is the SLA elapsed time in which Enable Technologies guarantees a response to support cases of a definition of issue affecting an entire department or branch.

P3 Response Time: Is the SLA elapsed time in which Enable Technologies guarantees a response to support cases of a definition of single failure of equipment or software.

Bugs: Any bugs of the software applications will be reported to the software creator. and you will be given a case and bug number; however, these fall outside of Enable Technologies’ above-listed SLAs.

A great IT support provider shouldn’t cost the earth, we offer clients a fully managed IT department including consulting, advice, unlimited support and security all as one simple and cost-effective plan, helping you feel safe in the knowledge that we have you covered for every eventuality.

Benefits Included
  • Fast Response Times - Our average response times are 7.6 minutes and 90% of calls received are closed inside of 30 minutes.
  • 24/7 Monitoring - We monitor all supported devices 24 hours a day, 7 days a week to detect problems before they affect your business.
  • Fixed Monthly Fee for Unlimited Support - With a fixed flexible monthly fee, clients know that all potential IT issues will be resolved in record time and by a team of professional staff.
  • Flexible Options - Your business and employee’s needs change on a monthly basis, our flexible support options can grow and shrink with your businesses needs.
  • Personal Service - All support requests are resolved by a small team of dedicated support staff who will get to know your company inside and out, and are always on hand to offer help and advice.
  • Easy Assistance - We have several ways for you to contact us and quickly request assistance including our customer portal giving you complete control. We prefer to talk to our clients as much as possible as it helps us get to the bottom of an issue quicker and saves time.
  • Out of Hours Support - We understand that key staff work out of normal business hours. We offer an out of hours support option as we understand that some of the most productive hours are not 0730- 1800
  • Quarterly Review - Client satisfaction is key to all our services, with regular contact and reviews, our clients remain happy.
Emergency Support?

Don't have a support contract? Enable still can offer you emergency support. You can either call us on 01473 618980 or contact us via our web form.