Format14CRM Limited

CRM/CMS: SugarCRM & software subscription, implementation, consultancy and support services

We are an Advanced SugarCRM partner specialising in implementing Cloud based Citizen CRM and Case Management applications.

We have extensive knowledge of open standards technologies providing innovative products & solutions across a wide range of public & private sector organisations.

Our key focus is business transformation creating increased operational effectiveness.


  • Full Open REST API
  • Fully Accessible Source Code
  • True Cloud Technology – your choice of cloud deployment/vendor-hosted
  • SugarBPM™ (Business Process Management) easy-to-use workflow automation tools
  • Extensive catalogue of ready-to-go 3rd Party Application integrations
  • Highly configurable application with intuitive configuration tool set
  • Unique Innovations: Customer Journey Add-on, Hint AI, Google G-Suite Application
  • Modern CRM vendor innovating for User Productivity and Experience


  • Give users a Single Comprehensive View of Citizens/Customers/Clients
  • Automate complex workflows, remove human error, increase productivity
  • Connect any number of modern applications using Open Standards
  • A single source of truth where and when it's needed
  • Provide people with clear, easy to understand and information-rich screens
  • Manage complex processes involving multiple contributors easily
  • Reinforce secure, compliant customer data management practices with dedicated functionality


£41.60 to £120 a person a month

Service documents

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G-Cloud 12

Service ID

1 1 0 7 6 4 2 5 4 7 7 9 0 6 8


Format14CRM Limited Chris Slade
Telephone: 01628 281114

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Format14CRM consulting services can be used for the analysis and design of complex government applications, our experienced consultants are security cleared.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
System requirements
  • Vendor-hosted version requires internet access and supported web browsers
  • Private Cloud requirements:

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support calls are acknowledged within 30 minutes of receipt.

These are then prioritised into severity levels:

P1 - Customer is unable to use the system and a key component has failed > Immediate investigation. Problem resolution begins immediately.
P2 - Application function is limited but the customer is able to use the system in a limited manner > Support resources allocated to identify processing issues. Problem resolution begins within 2 hours of reporting problem.

Customers selecting weekend support are assured of same P1 and P2 support SLA's as above.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Format14CRM provides the following Support Levels in our Standard Support Package:

P1 (Critical) e.g. more than 50% of users are unable to access the application, a key component has failed, any security-related incident: response time within 30 minutes, target resolution time is as soon as possible.
P2 (Important) e.g. access is permitted but the system is significantly degraded: response time within 2 hours, target resolution time within 8 hours
P3 (Normal): User account maintenance: response time within 8 hours, target resolution within 2 days

Support is charged annually and is typically calculated as 15-25% of the implementation cost.
Support available to third parties

Onboarding and offboarding

Getting started
Our Services start with a Consultative Phase where we interact with the customer to gain an understanding of the business requirements.
We then prepare an individualised plan which looks at the Analysis, Design and Parameterisation needed to implement the SugarCRM into the organisation.
We tend to recommend an Agile, Interactive Approach, defining User Stories.
Service documentation
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • MS Word
  • MS Powerpoint
  • Wiki
End-of-contract data extraction
Prior to the end of the Subscription Term, User organisations will instruct us of their intention to export their data.
We will then provide support to enact the planned migration wherever possible.
End-of-contract process
At the end of the Subscription Period, Customer data is purged.
> This services is included as part of the Annual Subscription

If additional Data Recovery and Transition is required the these Services can be priced on a Man Day / part thereof basis.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
The SugarCRM mobile application is available for download for Android and iOS devices.
Service interface
What users can and can't do using the API
SugarCRM has extension capabilities enabling interoperability with other applications via an Open API.

SugarCRM provides comprehensive documentation on using the Sugar API, available here:

SugarCRM provides detail on fair user in their Master Subscription Agreement, available here:
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
The Sugar CRM application is fully customisable.
Users can parameterise/configure the CRM using its Studio tools (with no coding required) and it is fully customisable through code-level changes. Parametisations/Configurations can be applied without coding knowledge, code level changes should be undertaken by a certified Sugar developer.


Independence of resources
Cloud Hosting Service provides additional resources when overall demand is high. This is dynamically allocated.


Service usage metrics
Metrics types
Licensing Metrics > We provide real time information on Numbers of Users

SugarCRM also provides an Interactive Reporting and DashBoard Tools,
enabling real time analysis of the data mart.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


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

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Users can export data from each module using the provided Export function. Users can export all selected data from each module.
Export function is dependant upon the user role privilege.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
JSON Format for API data
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
JSON format

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)

Availability and resilience

Guaranteed availability
SugarCRM commits to 99.5% availability. Actual availability for EU data centres is typically 99.991%
Approach to resilience
SugarCRM Hosted Cloud Services are provided using AWS datacentres.

Format14CRM also works with Google Cloud Platform.

Both of these have Industry Leading Resilience statistics and provide a robust and reliable platform for availability - further information can be obtained from Amazon Web Services.
Outage reporting
> Email alerts are sent to affected customers.

> SugarCRM provides publicly accessible Cloud status pages that makes customers aware of any outages.

Identity and authentication

User authentication needed
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
User Access Restrictions are based upon Team and Role Privileges.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 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 have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
Format14CRM plans to apply for ISO 27001 certification. Prior to actioning, we have a comprehensive plan which is coordinated by a designated Head of Security/Risk Officer, reporting to the Board.
His work encompasses maintaining formal inventories of information assets requiring protection, setting out roles and responsibilities.
All employees have to comply with security policies and have received security awareness training.
All Format14CRM security policies cover logical and physical access controls.
Information security policies and processes
Format14CRM has integrated security into the Development Life Cycle with non conformance being escalated to Head of Security / Risk Management for review.
We have an established Incident Management Methodology to respond to identified risks and measure compliance by detecting incidents and reporting these to Head of Security > this process defines at a high level how to handle and resolve Security Trouble Tickets.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Format14CRM provides a continuous Change Management Process reflecting the Ongoing Requirements for each project >

Our ability to meet the functional and ongoing contractual commitments is key, as well as insuring that security is never compromised.
To this end Format14CRM provides a high level of assurance reviewing that functional objectives as well as security are periodically reviewed and correctly set.
Components include:
- Planning, Developing and Documenting Lifetime Aims & Objectives.
- Defined Governance. Organisation Structure, Roles & Responsibilities.
- Leadership. From the Top and Across the Organisation
- Stakeholders ( Informed )
- Aligned workers ( Motivated )
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Format14CRM relies on SugarCRM's extensive testing capability to protect against potential threats and identified vulnerabilities.

Through rigorous testing, configuration and change management issues can be identified when they unexpectedly change security properties.

Monitoring of attacks and unauthorised activity are immediately reported and preventative measures taken.

Where there are known vulnerabilities to services SugarCRM will make updates available asap.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Format14CRM relies on SugarCRM's extensive Protective Monitoring Measures to protect against potential threats and identified vulnerabilities.

Once Format14CRM is made aware of a potential compromise we immediately inform effected customers and begin a process of protection.

Customer notification happens shortly after identification of compromise.
and preventative measures taken.

Where there are known vulnerabilities to services SugarCRM will make updates available asap.
Incident management type
Supplier-defined controls
Incident management approach
Format14CRM has a Cloud Based Customer Incident Application

Users log into the Online Incident Portal to log all incidents.
Acknowledgement of Incident is sent to the user, and Format14CRM begins its predefined process to identify seriousness and impact.

In parallel the Format14 Customer Incident Application escalates to its Head of Security/Risk Officer.

After establishing severity Format14CRM initiates communication with all effected users.

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


£41.60 to £120 a person a month
Discount for educational organisations
Free trial available
Description of free trial
Cloud Based trial is available on request: Whether you're new to CRM or looking to switch, Sugar offers an innovative, intuitive platform to help your operation save time.
Link to 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 Tell them what format you need. It will help if you say what assistive technology you use.