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
How do I access the Support Portal?
The existing Salesfusion Support Portal was decommissioned as of August 17, 2019 and the case history was migrated to the SugarCRM Support Portal. To access the SugarCRM Support Portal, please visit: https://portal.sugarondemand.com/ and to obtain access to the portal, please follow these instructions.
What email do I contact for support?
Please contact firstname.lastname@example.org to contact support via email. Please note, the standard email email@example.com is set up to forward to ensure your communications make it to the support team, but we encourage you to adopt the new email.
What is the support phone number?
As we are part of a larger organization, we have more support resources in place to provide you with a world-class support model.
- US: 866-275-9951
- UK: 0044-2038088507
- Rest of EMEA: 0049-89189-17-2200
- Australia: (+61) 1-800-213-386
- New Zealand: 0800-442514
- Rest of APAC: 0049-89189-17-2406
What are the support coverage hours?
Sugar Support currently provides local support by three regions: US, EMEA, and APAC. Based on the physical location of your company, your support hours will align with one of the following windows:
- US & Americas: 6AM – 6PM US Pacific
- EMEA: 9AM – 9PM CET
- APAC: 9AM – 9PM AEST
Will I still have access to the knowledge base?
Yes, as of August 17, 2019, new application and administration guides have been published on support.sugarcrm.com. Relevant knowledge base articles have been redirected to support.sugarcrm.com.
What happened to the Support Chat function?
As of July 31, 2019, the in-app chat functionality within Sugar Market was retired.
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. We will soon be updating the integrations to reflect the new branding, at which point customers will receive detailed instructions on updating their system.
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 firstname.lastname@example.org or email@example.com. Nonetheless, we will continue to email you updates from @email.sugarcrm.com. Please note, all security and product updates will be sent from firstname.lastname@example.org.
Still have questions? Contact support at email@example.com.