Conversion to Sugar Sell FAQ

We understand you have questions and we have answers. Browse some of the frequently asked questions below. If you don't find your answer, please email support@sugarcrm.com.

Q: What exactly is happening?

A: SugarCRM is giving you Sugar Sell Advanced for no additional charge! Sugar will convert your current license to Sell Advanced, where you can begin using the latest CRM capabilities to help you grow your business and make customers for life.

Q: Is my product changing?

A: Yes. Sugar is converting your current license to Sell Advanced, Sugar’s flagship CRM platform.

Q: How will my job be different when I use Sell Advanced?

A: The look and feel will be almost identical to what you are used to today, with an exception being: you will have access to new capabilities you didn’t have before. You will not lose any features, only gain new ones that will increase your understanding of your customers’ needs and help you win more business.

Q: When will we change over to Sell Advanced?

A: Sugar expects to begin converting licenses to Sell Advanced in late April, 2022. Your exact date is still to be determined. Sugar will send you an email notification seven days before your conversion date.

Q: How long will it take to convert my instance to Sell Advanced?

A: For Sugar Professional customers, your journey to Sell Advanced follows a three-step process. First, we will convert your instance to the Enterprise codebase. Second, we will upgrade you to version 12.0. Third, we will convert your license to Sell Advanced. The entire process from beginning to end will take approximately two days. During this process, you may continue to use Sugar as usual.

For Sugar Enterprise customers, we will first upgrade you to 12.0, and then convert your license to Sell Advanced. Upgrade windows are overnight (depending on region), and we’ll convert your license after the upgrade is complete. The entire process from beginning to end will take approximately one evening. During this process, you may continue to use Sugar as usual.

Q: What if the time of my scheduled conversion isn't a good time for us?

A: You will receive a notification email seven days before we convert you to Sell Advanced. If you need to adjust that date, you may request an alternative day that occurs no later than May 31, 2022. To request a shift in your conversion date, please open a support case.

Q: Will I lose access to Sugar? If so, when can I expect to regain access?

A: During the conversion process, you may still use Sugar as usual. You may lose access during the upgrade portion, which will take a similar amount of time as with other upgrades.

Q: Do I log in differently from how I did before?

A: Everything about the login process will remain the same and our UI will remain largely the same. Because the intent is to keep existing features and provide our new ones, you will find many new Sell Advanced functionality & configurations co-existing alongside (not overwriting) your current features. For example, you will now have both Workflow Management and BPM. Another example would be that Renewals Console will appear as additional navigation options in the applicable modules.

Q: Will there be any change to what I pay today?

A: Your pricing terms and conditions will not change when you convert to Sugar Sell Advanced. During renewal, the standard renewal terms you are already familiar with will still apply.

Q: Will I lose any of my data?

A: No. Sugar is managing your conversion process very carefully and will ensure none of your data is lost.

Q: Will I lose any of my reports?

A: No. You will still have access to all your saved reports after the conversion.

Q: WillWill I lose any customizations we have in place for Sugar Professional or Enterprise?

A: No. All customizations you have in place will transfer with you when you convert to Sell Advanced. Please remember that we are upgrading you to version 12.0 with the conversion, so the usual compatibility testing you currently do with quarterly upgrades will still apply.

Q: Will I lose any features or functionality I use today?

A: No. With the 12.0 release, Sugar will include the functionality you use today in Sell Advanced, including Projects, Legacy Workflow, Bugs, Case Management, SOAP API, and Portal. When you log in to Sell Advanced, you will still be able to use the features you used previously as well as access loads of other features that will do more of your work for you.

Q: I currently use Case Management in Professional/Enterprise. Will I lose that when I come over to Sell Advanced?

A: No, you will not lose Case Management when you come to Sell Advanced. Case Management is among many features coming to Sell Advanced with the 12.0 release.

Q: Will my settings change?

A: No. Any settings or preferences you saved prior to the conversion will remain intact after the conversion.

Q: Is Sugar Sell Advanced secure?

A: Yes! Sugar encrypts data in transit and at rest, is SOC2 Type2 compliant, maintains a GDPR compliance program, and much, much more. Learn more about our security standards on our Trust page.

Q: Should I be excited about this change?

A: Absolutely! We are excited to accelerate your success with all the latest capabilities Sell Advanced has to offer. We are continuing to invest aggressively in your success by making Sell Advanced the best CRM in the industry, enabling you to drive revenue, increase efficiency, reduce sales costs, and deliver unmatched customer buying experiences.