Dear Salesfusion Customers,
Following Salesfusion’s acquisition by SugarCRM in May of 2019, the teams went heads-down to create a new vision for SugarCRM. By the end of July, that vision was realized, including the new look and name for Salesfusion—Sugar Market.
But our name wasn’t the only thing that changed, we also developed a new brand promise to cultivate customers for life. In taking steps to do so, we understand that an acquisition and rebranding of our customers’ most trusted marketing automation platform can raise questions. We wanted to assure all of our Salesfusion customers, now Sugar Market customers, that you are positioned to receive the benefits of a broader support community and will begin seeing greater improvements to the platform. First and foremost, we can promise you that we will continue to be offered as an independent solution and that any native integrations and contracts will remain untouched. Your marketing operations will continue unphased.
We’ve compiled a list of FAQs that we think you might find useful as we make the transition together to Sugar Market. Should you have any other outstanding questions, know that our team is here to provide guidance and insight in any way we can. We thank you for your loyalty to Sugar Market, formerly Salesfusion, and we look forward to providing you with exceptional experiences as our valued customers.
The Sugar Market Team
What email do I contact for support?
Our standard email address, firstname.lastname@example.org, will be used until further notice, in which case we will set up email forwarding to ensure all communications are still received. As we are part of a larger organization, we will have more support resources in place to provide you with a world-class support model. We will send Sugar Market customers a communication closer to the cutover date with instructions on how to best engage with support after said date.
What is the support phone number?
The phone number will remain the same. As we are part of a larger organization, we will have more support resources in place to provide you with a world-class support model. New phone numbers will be included in the communication we send closer to the cutover date.
What are the support coverage hours?
Coverage will remain the same until August 19, 2019 at which point Salesfusion/Sugar Market support coverage will increase to 12 hours per day, 5 days per week depending on your geographic location: US – 9 AM – 9 PM EDT, EMEA – 9 AM – 9 PM CET, APAC – 9 AM – 9 PM AEST.
Will I still have access to the knowledge base?
Yes, with the announcement of Sugar Market, new application and administration guides will be published on support.sugarcrm.com. All of the documentation and knowledge base content will still be accessible on salesfusion.zendesk.com until further notice at which point you receive email communications. At that point, all remaining relevant knowledge base articles will be redirected to support.sugarcrm.com.
How will my integrations be affected?
Integrations will be supported as they are today. There are no interruptions anticipated as part of the launch of Sugar Market.
Will there be any changes to the application login page?
Login credentials will stay the same. The login page and process will remain the same other than the name, which will read Sugar Market rather than Salesfusion.
Will there be any changes to the website?
The site will remain up until further notice. You may experience redirects to www.sugarcrm.com and you may see Salesfusion referred to as Sugar Market. Emails may direct you to www.sugarcrm.com rather than Salesfusion.com.
Will there be any changes to the Terms of Service?
The Terms of Service will remain as is and will be combined with SugarCRM’s Master Service Agreement (“MSA”) for your next contract renewal.
Why am I being emailed from different email addresses?
In our transition from Salesfusion to Sugar Market, you will no longer be receiving emails from the usual email@example.com or firstname.lastname@example.org. Nonetheless, we will continue to email you updates from @email.sugarcrm.com. Please note, all security and product updates will be sent from email@example.com.
Still have questions? Contact support at firstname.lastname@example.org.