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EnableIT Technologies Ltd

SugarCRM - All Products (Sugar Sell, Sugar Serve, Sugar Enterprise & Sugar Market)

enable.services an International Award Winning SugarCRM Elite partner. SugarCRM is a centralised hub for customer data that allows your business to thrive through automation, collaboration & insightful reporting. It is designed to be flexible and customised, allowing you to tailor a sales and marketing platform that fits your business needs

Features

  • Reporting and dashboards
  • Business process management
  • Easily customisable
  • Role-based views
  • A 360-degree perspective of each individual on your database
  • Cloud or on-premise deployment
  • Mobile/remote accessibility
  • Sugar Sell - Sales automation including reporting & dashboards
  • Sugar Serve - Everything you need for outstanding customer experiences
  • Sugar Market - Marketing Automation

Benefits

  • Unlimited online and phone support
  • Maintain control of your data
  • Capture the attention of your most promising prospects
  • Create more meaningful experiences and build lasting relationships
  • Give customers the support they need quickly and confidently
  • Manage sales processes from lead to renewal
  • Access information on multiple devices, from anywhere in the world
  • Automate processes to save valuable time
  • Integrate with other business critical platforms
  • Get started with a system designed to work for you

Pricing

£64 to £4,800 a licence a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jbushnell@enable.services. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 6 8 3 8 9 9 8 8 4 3 3 8 3 2

Contact

EnableIT Technologies Ltd Joseph Bushnell
Telephone: 01473618980
Email: jbushnell@enable.services

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
An active license is required for each user

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Our friendly UK Based support team are available on the phone Monday - Friday, 7.30am to 6pm. We also have strict Service Level Agreements within these times. SLA Response Times P1 Response Time: 30 mins (response), 1 hour (target fix), 1 hour (max fix) P2 Response Time: 4 hours (response), 24 hours (target fix), 40 hours (max fix) P3 Response Time: 8 hours (response), 50 hour (target fix), 70 hours (max fix)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We have undergone intensive testing to alert users that a new chat has been opened and to also direct any chat visitors outside of office hours.
Onsite support
Yes, at extra cost
Support levels
We can scope, design, build and configure your CRM processes. Our talented in-house development team can architect a solution that works brilliantly for you. Our remote support team will even be able to give you; IT and tech set up assistance if required. Not forgetting our professional and friendly services team (including helpdesk and infrastructure engineers) who will be there for you every step of the way, full familiarisation time, training, and ongoing support. Training can be onsite or remote sessions - we're flexible. We want you to utilise your CRM's capabilities, so it works to its exceptional capacity for you and all your departments.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A dedicated project manager will be by your side every step of the way, ensuring that the system is meticulously primed for launch, encompassing all essential features tailored to your specifications. Their expertise will ensure a seamless transition from development to deployment. To cater to your preferences, we offer a comprehensive blend of both in-person and virtual training sessions. Whether you prefer hands-on, face-to-face instruction or the convenience of remote learning, we've got you covered. Our training programs are designed to empower your team with the knowledge and skills they need to leverage the CRM to its fullest potential. After deployment, you'll have the assurance of a committed account manager at your disposal. This dedicated point of contact will be available to address any inquiries, provide guidance, and offer solutions to optimise your CRM usage. With their personalised support, you can navigate any challenges and maximize the value of your CRM investment.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Word documents
  • Video
End-of-contract data extraction
A full system data snapshot is provided to customers at the termination of any service.
End-of-contract process
Various terms are available which can be discussed prior to contract agreement.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
The Sugar REST API is a full bi-directional API that allows all field data to be transferred both ways, this includes custom objects.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
In SugarCRM the entire system can be customised to suit your business needs. Users are empowered with comprehensive control over managing custom fields and automations to tailor the system to their exact specifications. Additionally users have the opportunity to collaborate with their dedicated account manager. Our dedicated in-house team of developers is poised to implement these customisations seamlessly, ensuring optimal integration and an enhanced user experience throughout the platform. Whether it's fine-tuning the visual elements or refining the functionality to match specific workflow requirements, our team is committed to delivering a SugarCRM solution that meets your unique business needs.

Scaling

Independence of resources
Continuous monitoring of performance metrics, analysis, and provisioning.

Analytics

Service usage metrics
Yes
Metrics types
User activities such as calls, meetings, tasks, emails and project tasks.
Tracker tables are also created that allows for reporting on record views, creation and editing.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
SugarCRM

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The exporting of data can be limited by; specific users, roles, and teams. For example, a user can only export records assigned to them, or only admin users can export any data.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Word
  • Powerpoint
  • Excel
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Create security zones using subnets, gateways and access control lists.

Availability and resilience

Guaranteed availability
Availability and contractual obligations thereof can form part of any contractual agreement.
Approach to resilience
Full-stack redundancy and multiple routes to the internet backbone.
Outage reporting
Public dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
We use security groups and public key authentication.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Citation
ISO/IEC 27001 accreditation date
20/02/2024
What the ISO/IEC 27001 doesn’t cover
Nothing is left out of scope
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
ISO 27001, ISO 9001, Cyber Essentials. We have also undergone recertification for ISO 27018:2014. We have created a management system internally for Change Requests, GDPR Compliance, ISO Risk Register, ISO Audit Records, Information Asset Register, Access Logs and Consent Logs.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The company uses SugarCRM as it change request platform, any changes to any internal or external systems. The change request is made by either the customer or employee via a downloadable form which is then summited to the compliance officer who then forwards to the appropriate person. If the change is agreed then the applicant will receive an email authorising to carry out the change within a set period. All services are both internal and external are subject to the change management policy.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Both internal and external systems are continually scanned from both inside and external from secure scan points. Manual scans are carried out using the Metasploit framework carried out by the infrastructure. Snort and Open VAS network intrusion detection vulnerability and prevention servers are also deployed which provide updates real-time. All equipment is scanned and patched automatically from a central server, updates are applied on as soon as a possible but within four hours. The company subscribes to industry standard NGIPS list and rule sets which update automatic both the Snort, Open VAS, and Metasploit servers.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Both the internal and external facing ports are scanned once a week and the internal network is scanned daily. Once a month the external port are per tested and the report export and any vulnerabilities rectified. As soon as a potential compromise is found it is dealt with within four hours.
Incident management type
Supplier-defined controls
Incident management approach
The company has a predefined policy for all incidents as laid out in our 27001/13 policy.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

Equal opportunity

Equal opportunity

Enable IT is committed to ensuring that everyone employed by us has equality of opportunity open to them.

We are committed to equal access to employment training, promotion and day to day management of all individuals thus ensuring that your employment is:

Free from discrimination on the grounds of gender, sexual orientation, race, colour, religion or beliefs, marital status, disability, age or union status
Based solely on the objective assessment of ability and job related criteria
Policy Objectives
Through our Equality Policy and with the support and active involvement of directors, partner’s management and employees, we will seek to:

Remove barriers to equality where these are identified
Treat employees, applicants, customers, business associates and other contacts with equal respect and dignity
Protect employees and all internal and external contacts from any form of discrimination or harassment
Responsibility
Our effectiveness in creating an environment offering equal opportunities will depend on the co-operation of our people in all our locations within the group.

Directors and managers have a responsibility:

To make themselves familiar with the policy and behave in a manner which reflects the culture
To ensure the principles are applied in all employment related situations
To ensure employees are fully trained
All employees have a responsibility to:

Adhere to this policy when carrying out activities related to their job and behave in a manner which reflects the equality principles
Directors have a responsibility to:

Develop policies and practices which support an equality culture
Administer the policy effectively and provide training to ensure that employees are aware of their responsibilities under the policy
Monitor progress towards equal opportunities, identify issues and drive actions to overcome obstacles with partners and managers.

Pricing

Price
£64 to £4,800 a licence a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
14 days free trial, no credit card details required.
Link to free trial
https://www.enable.services/sugarcrm-free-trial/

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jbushnell@enable.services. Tell them what format you need. It will help if you say what assistive technology you use.