Sold by: SugarCRMÂ
Deployed on AWS
Streamline customer service and provide a differentiated, positive experience at every touch point with Sugar Serve, the customer support software for the customer service heroes.
Overview
Streamline customer service and provide a differentiated, positive experience at every touch point. Say goodbye to clunky, disjointed support tools and say hello to Sugar Serve. Serve provides a rich, branded service experience for your customers and a powerful, easy-to-use and intuitive console for your service agents. Providing all the information you need to resolve your customers issues from a single screen, Serve eliminates blind spots and enables your support professionals to focus on creating customers for life.
You can find more information in the Sugar Serve Overview, which can be downloaded from the following link: https://sugarcrm-aws-marketplace-public-assets.s3.us-east-1.amazonaws.com/Sugar+Serve.pdfÂ
Please read our Pricing Policy https://www.sugarcrm.com/legal/pricing-policy/Â
Highlights
- Omnichannel Engagement, Self-Service, Service Agent Console, Reports and Dashboards, Case Management, Sugar Automate, SLA Management, Sentiment Analyst
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Users | Minimum of 10 Users | $9,600.00 |
Vendor refund policy
All transactions are final; no refunds or cancellations will be allowed.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Sugar Support currently provides local support by three regions: US, EMEA, and APAC. Based on the physical location of your company, your support window will align with the appropriate support region. For service-level agreement (SLA) response times and regional business hours, refer to the Support Offerings page for the latest information.
You can go to the following link for more information.
https://support.sugarcrm.com/resources/working_with_sugar_support/#SLA_Expectations .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
0 ratings
0 AWS reviews
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34 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Sanya S.
SugarCRM Solution Suite
Reviewed on Jul 28, 2025
Review provided by G2
What do you like best about the product?
SugarCRM provides high customizability and flexibility, allowing businesses to tailor the platform to their specific areas, marketing and service processes. The intuitive user interface and strong automation features help streamline workflows and increase productivity.
What do you dislike about the product?
The learning curve is steep, it is difficult for non technical users to learn it. Performance also lags when it comes to large databases. Some integrations require third party tools or custom development which increases costs and maintenance involved.
What problems is the product solving and how is that benefiting you?
It provides analytics tools offer valuable insights into customer behaviour and business performance. It provides intuitive user interface and It provides integrations as well as it provides strong API support.
Subhashree S.
Empowering Customer Support with Sugar Serve
Reviewed on Jun 21, 2025
Review provided by G2
What do you like best about the product?
The features that I like most about Sugar Serve is its clean and unified interface for managing customer cases. It simplifies tracking, automates workflows, and helps teams stay on top of SLAs. The integration with other SugarCRM tools and the built-in dashboards make it easy to get a complete view of customer interactions and team performance, indeed it stands out
What do you dislike about the product?
The learning curve is a bit steep, especially when setting up custom workflows or reports. Also the self service portal feels like a little basic and could benefit from more personalization options. In some cases, the interface can be slow when handling large volumes of data.
What problems is the product solving and how is that benefiting you?
Sugar Serve helps by organizing all customer support cases in one place, so nothing gets missed. It automatically assigns tickets, tracks deadlines, and makes it easier for the team to respond quickly. This has saved us time, reduced confusion, and helped us give better service to our customers.
SHUBHRANSHU RANJAN D.
A Robust CRM Solution for Streamlined Customer Support
Reviewed on Feb 06, 2025
Review provided by G2
What do you like best about the product?
mainly this software best part is customer interactions, service level agreements etc.
What do you dislike about the product?
in my perspective, steep learning curve and high price are the factors, i disliked.
What problems is the product solving and how is that benefiting you?
in my polymer industry, Customer support and product enquires and complaint managemnt are the the type of problem which are the part of problems solved by Sugar serve.
Elisabeth H.
SUPER flexible with decent support, so-so documentation, and a few nit-picky issues
Reviewed on Jan 21, 2025
Review provided by G2
What do you like best about the product?
I love how customizable Sugar Serve is. You can do almost anything with it, and building what you need is fairly straightforward. The "Smart Guides" are a favorite part - allows me to ensure my teams know the steps they need to take for any process I can think of. The ability to add fields, create dependent drop-downs, etc., means I can categorize incoming cases in whatever way I need to. The reporting tool is robust and quite user-friendly.
What do you dislike about the product?
You end up figuring out a lot of things by trial and error - despite having exhaustive documentation, it's not super readable or easy to search. Also, some things are just a little glitchy; I might be working on a case and go to save it (and I only have it open in one tab), and Sugar will say "Hey should we save your version, or Elisabeth's?" Um... I AM Elisabeth. Also, sometimes an error or success pop up will persist until you click it, instead of fading away - and other times, it will fade away.
What problems is the product solving and how is that benefiting you?
We needed a robust way to track our support cases, and had been using a very old community version of Sugar. We needed a supported, more robust version that we did not have to host ourselves. In addition, we needed more customization ability than we had with our old version, and Sugar Serve gave that to us!
Arturo F.
The interfase for the normal user is cool, but for the administrator is not so good.
Reviewed on Jan 02, 2025
Review provided by G2
What do you like best about the product?
The use of colors in the interface is good
What do you dislike about the product?
It is not intuitive to move in the configuration options
What problems is the product solving and how is that benefiting you?
data collectiong