In sugarcrm ultimate package, you get an "Assigned Technical Account Manager".
Question 1: What does this person do for you?
for example: Do they become your Admin or just help you in admin tasks? for example: Do they setup workflows and reports for you? OR just debug them, meaning you need to do your own Admin tasks?
Question 2: If they do not become your admin, does Sugar has a support package?
Question 3: What is included in the current support packages? the closest thing that I found was this page (http://support.sugarcrm.com/Resources/Support_Offerings/#Support_Levels ) but it does not spell out exactly what is in support and what is not.