Technical Support_
Self-Service Support
Existing customers, Log On to download installers and service packs, submit Tickets or search the Knowledge Base:

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Excellence in customer service is our goal. Surado's qualified technical team offers prompt and courteous technical support.

Surado offers five levels of technical support for Surado CRM:

Standard:
  • Download Free Service Packs
  • Search the Support Knowledge Base and access FAQ's
    (Frequently Asked Questions)
  • Telephone Support Incidents (9 AM to 5 PM Pacific Time, Monday-Friday, excluding major holidays)
  • 24x7 Unlimited Access to Surado Web Self-Service to submit Support Tickets Online
  • 1 Day Initial Response Time (based on hours above)
  • 1 Authorized Support User
Premium:
  • Download Free Service Packs
  • Search the Support Knowledge Base and access FAQ's (Frequently Asked Questions)
  • Telephone Support Incidents (9 AM to 5 PM Pacific Time, Monday-Friday, excluding major holidays)
  • 24x7 Unlimited Access to Surado Web Self-Service to submit Support Tickets Online
  • 6 Hours Initial Response Time (based on hours above)
  • 2 Authorized Support Users
  • 1 Pass to Surado Administrator training class
  • 10% Discount off published rate for Training Classes
Platinum:
  • Download Free Service Packs
  • Search the Support Knowledge Base and access FAQ's (Frequently Asked Questions)
  • Telephone Support Incidents (8 AM to 6 PM Pacific Time, Monday-Friday, excluding major holidays)
  • 24x7 Unlimited Access to Surado Web Self-Service to submit Support Tickets Online
  • 2 Hours Initial Response Time (based on hours above)
  • 2 Authorized Support Users
  • 2 Passes to Surado Administrator training class
  • 15% Discount off published rate for Training Classes
Platinum Plus:
  • Download Free Service Packs
  • Search the Support Knowledge Base and access FAQ's (Frequently Asked Questions)
  • Unlimited Support Incidents - 24 hours, 7 days a week, 365 days per year (Extended hours Telephone support from 7 AM to 6 PM Pacific Time, Priority Response Pager support from 6 PM to 7 AM Pacific Time)
  • 24x7 Unlimited Access to Surado Web Self-Service to submit Support Tickets Online
  • 1 Hour Initial Response Time (based on hours above)
  • 2 Authorized Support Users
  • 3 Passes to Surado Administrator training class
  • 20% Discount off published rate for Training Classes
  • 2 days per year On-Site Performance Analysis by Surado Consultant
Customized:
  • For support needs not fulfilled by any of the other support options, Surado consultants will work to determine and design a custom support package to uniquely fit an organization's needs.