Sage routinely publishes upgrades for Sage CRM, some are major and some are minor. Any of the individual upgrades include a combination of (a) feature enhancements, (b) bug fixes, and (c) infrastructure changes. Clicking on any of the blue version release titles below will bring up the release notes (PDF).
The current (latest) version of Sage CRM is known as version 2022R1.
v2022R1 – Release Notes
If your organization is current with their Sage CRM support plan (either the subscription or via the annual renewal), then you are entitled to the latest versions of Sage CRM. And Sage expects end-using companies to stay current(ish) with Sage CRM upgrades. For example, now that Sage has released v2022, they will stop supporting Sage CRM version 2019 as of September 30th, 2022.
This means, if you or I call into the Sage CRM support line with an issue related to an unsupported version, they can refuse assistance. However, any media, KB Articles, Sage CRM community threads,. etc. will remain available. And your Sage CRM service provider may be able to assist. Different Sage CRM service providers have their own policies about what versions of Sage CRM they will still support.
Our hope is that clients upgrade every second year. That doesn’t always happen, but that is my suggestion. If companies get too far behind, it becomes harder to support their system as there can be conflicts with other software (which is also always upgrading). Moreover, if the objective of the CRM strategy is to make better use of the information that flows through your company, holding back on upgrades… ends up costing the client more than the expense of applying the upgrades.
In theory, you could, it is your software. However, in practice, I have never seen a client deploy upgrades on their own successfully. Sage CRM is very sophisticated software and certain aspects of Sage CRM (like upgrades) should be conducted only by technical specialists that work with Sage CRM every day.
It depends on several factors. Is the CRM system integrated, the environment, how old is the current version we are upgrading from, etc.
For clients upgrading from v2018 or earlier we typically take a copy of the CRM and apply the upgrades in a staging (test) environment before we upgrade your actual system. Once the upgrades have been applied, we will schedule a training session to review the feature enhancements/advancements.
Upgrades from v2019 and later are much easier to apply. Typically, these upgrades can be applied without any downtime.