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SUITECRM LTD

SuiteCRM Support Services

SuiteCRM Ltd provides support services for organisations that use the open source SuiteCRM software. Our engineers and consultants help steer and grow your self hosted SuiteCRM, from help desk support and business consultancy to bespoke development, customisation and training for improved user experience and optimised processes.

Features

  • Helpdesk Support
  • Training to Support Users
  • SuiteCRM Configuration Requests
  • Bug Reporting and Resolution
  • Bespoke Development
  • Consultancy
  • Data Migration
  • Integrations
  • Security and Performance Audits
  • SLA backed Response Times

Benefits

  • Increases User Adoption
  • Increases Efficiency
  • Tailored CRM to your specific needs
  • Reduces business risk and costs
  • Direct Support and Assistance

Pricing

  • Education pricing available

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 info@suitecrm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

9 8 9 9 8 9 2 1 7 7 0 1 7 8 3

Contact

SUITECRM LTD Public Sector Team
Telephone: 01786 611 045
Email: info@suitecrm.com

About the service

Service categories
  • Cloud Support Services
    • Ongoing Support
      • Product support capabilities
        • Product support capabilities
      • Logging and management of incidents
        • Logging and management of incidents
      • Reporting and proactive results analysis
        • Reporting and proactive results analysis
      • End user training coordination
        • End user training coordination
      • Other
        • Other

Service scope

Service constraints
Primarily remote support, on-site is available at an additional cost.

User support

Email or online ticketing support
Yes
Support response times
Within defined SLAs
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
We offer three support packages (Silver, Gold and Platinum) with varying numbers of nominated users, support hours and SLA response times. Each package includes a number of support hours which can be used to access to our full range of professional services.
Each supported client has an assigned engineer to help them obtain the best value from their support package.

Supplier type

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Developed Vetting (DV)

Pricing

Discount for educational organisations
Yes

Architecture roles

Solution architect
Role level UK Rate Offshore Rate
Solution architect £840.00

IT operations roles

IT service manager
Role level UK Rate Offshore Rate
IT service analyst £840.00
Infrastructure engineer
Role level UK Rate Offshore Rate
Infrastructure engineer £840.00

Product and delivery roles

Business analyst
Role level UK Rate Offshore Rate
Business analyst £840.00
Product manager
Role level UK Rate Offshore Rate
Product manager £840.00

Quality assurance testing (QAT) roles

Quality assurance testing (QAT) analyst
Role level UK Rate Offshore Rate
Tester (QAT) £840.00

Software development roles

Software developer
Role level UK Rate Offshore Rate
Developer £840.00

Standards and certifications

ISO/IEC 27001 certification
Yes
ISO/IEC 27001 accredited by
CQS
ISO/IEC 27001 accreditation date
Friday 4 April 2025
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2022 certification
No
ISO 9001 certification
Yes
ISO 9001 certification accredited by
CQS
ISO 9001 accreditation date
Thursday 10 April 2025
What the ISO 9001 doesn’t cover
N/A
Quality management systems (QMS)
Yes
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber Essentials Certificate Number
06d62ddd-43e1-42af-ba46-6307f467d7fe
Cyber essentials plus
No
Cyber Essentials Alternative
None of the criteria
Other security certifications
No

Social value

Mission: Kick start economic growth

To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

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 info@suitecrm.com. Tell them what format you need. It will help if you say what assistive technology you use.