Fonteva Customer Town Hall Q&A



Question: With the roll out patch coming for the ICU Locale, will Fonteva be sending HotFixes to apply that update ahead of time?

Answer: We align our ICU Locale patch timing with Salesforce’s rollout plans. At this time, Salesforce has decided not to enforce the ICU Locale change, so no hotfixes are required.

Fonteva will still include ICU Locale updates in our March patch. If a customer chooses to move their org to the ICU Locale format, they must first upgrade to the Fonteva March patch before enabling the Salesforce ICU Locale setting.

For more details, please refer to Salesforce’s ICU Locale documentation.

Question: How will you partner with those of us who use a parnter such as fusionSpan?

Answer: Our partners, like fusionSpan, are vital to our ecosystem. We treat them as an extension of our customers – while also still staying engaged with our customers as you own the experience that you are providing to your member base. We are working on how to evolve our communication with these partners to educate them earlier and often. For instance, for the upcoming Fonteva 16 release, we invited partners to our UAT testing and we have a plan for dedicated support with product and engineering to assist with the new implementations.

Question: How do you help a customer to understand and believe in the improvements that Togetherwork promises, when we have been hearing that for years since Fonteva was acquired and the changes we have seen is a revolving door of customer service managers (CSM), to no dedicated CSM, no improvement in the FUN portal or the speed at which support tickets are addressed? This in the context of long-standing impression that with Fonteva you need to be a big player – high investment – to really matter. Otherwise, you are on the sidelines awaiting momentary attention – or repeatedly having to escalate instances where support is needed?

Answer: Thank you for your note and we completely understand and appreciate this sentiment. We’ll highlight a few areas that we believe will help. 1) the new dedicated maintenance teams effective 1/1/26, 2) the improved transparency (i.e. today and every quarter), 3) the investment in the products and modernization across the company (Fonteva is a top tier recipient of this), 4) new metrics that we are measuring weekly/monthly to hold ourselves accountable. Would love to get to know you and your organization better over the coming weeks and months. Again, appreciate the sentiment, we hope to earn your trust as we move ahead.

Question: How can I update to Payments 3.0?

Answer: Please open a case and we will provide the link and relative docs for you to get started.

Question: When are you going to fix the events module?

Answer: Our Events module is getting a new strategy. Personally, and having come from the world of Nonprofit software, we are both large advocates for real depth and breadth of events functionality. We will be running design sprints with customers to identify the top gaps and issues which will be in focus on the 2H-26 roadmap. More to come here as this is a hot topic that we are actively digging in on.

Question: How can I get on the early adopter program for FP16? Fusionspan is also my partner.

Answer: The early adopter program already has customers seated for it. We had to pick a variety of customers to help exercise different aspects of the system. Fusionspan has been in the alpha testing, will continue to be working alongside product and engineering as we bring 16 to life and should be able to help you with a plan for upgrading that works for you. If not, please let your account manager know that you want to have a conversation and we will help with that.

Question: We are still in Release version 21Winter.0.40 due to lack of trust and reliability with updates and patches. Will our version continue to be supported?

Answer: As discussed on our call, your current version remains fully supported at this time.
That said, we strongly encourage beginning a conversation with your account management team to put an upgrade plan in place. As Fonteva continues to evolve through new major releases—leveraging the latest Salesforce architectural patterns, platform capabilities, and performance enhancements—earlier versions such as Winter ’21 will eventually be assigned an end-of-life date, with sufficient advance notice provided to customers.

Proactively planning for an upgrade allows you to:
• Align timing with your business calendar rather than reacting to deadlines
• Take advantage of newer platform capabilities and long-term architectural improvements
• Reduce risk and complexity associated with larger version jumps

Remaining on older versions for extended periods can introduce additional challenges over time, including higher support effort and cost, increased customization complexity, and reduced alignment with Salesforce platform changes.

Question: Will Fonteva Payments 2.0 be deprecated on Oct 31, 2026?

Answer: Yes, the end of life date for Fonteva Payments 1.0 and 2.0 is scheduled for October 31, 2026. If you haven’t had a conversation with your account manager yet to explore upgrading to 3.0, we encourage you to get ahead of it so it isn’t an emergency ahead of year end or renewal periods.

Question: Will the AI and revamp analytics tool be backed within Fonteva 16 or will those tools/enhancement be an add-on features to the baseline of Fonteva 16?

Answer: Great question—this is an area we’re actively evaluating as part of our forward-looking roadmap. At this stage, we are still in the planning and discovery phase, so decisions have not yet been finalized regarding whether the AI capabilities or the analytics revamp will be fully baked into Fonteva 16.0 or offered as add-on functionality. For AI, our current proof of concept leverages existing Salesforce AI capabilities. As we look ahead, future AI use cases may continue to build more deeply on Salesforce-native offerings, be augmented by additional tools, or combine multiple approaches, depending on the use case and customer value. For the analytics experience, we are similarly in the early planning phase. As part of this process, we are evaluating several key considerations, including overall scope, data sources, data storage requirements, performance, and cost implications. These factors will help determine both how the analytics solution is delivered and how it is positioned within the broader product offering. As these evaluations progress, we’ll be better positioned to share more concrete details. Our goal is to ensure that any AI or analytics enhancements are thoughtfully designed, scalable, and aligned with customer needs—rather than rushing decisions prematurely. We’ll continue to keep customers informed as plans solidify through mediums like today’s town hall.

Question: For those of us who have just come out of implementation and are still trying to get up to speed on Fonteva, how will future updates be delivered to us if we do not have an outside partner?

Answer: You can stay up to date on current releases on the FUN community. There we post patch notes and information for all of our customers to consume. As you are coming online you should have a transition to support call. If not, please feel free to reach out [email protected] and we can set up time with you and your team to talk about case, support, and upgrade best practices.

Question: Will we be able to upgrade to Fonteva 15 instead of 16 after 16 releases?

Answer: Please note that when 16.0 is live the Spark Admin Marketplace may not show 15.1 as an option. Please reach out to support if that turns out to be the case. We’ll get you set up with steps to get you where you want to go.

Question: How will collaborative partners on Sprints be determined? Do we need to apply to be a partner?

Answer: As these evaluations progress, we’ll be better positioned to share more concrete details. Our goal is to ensure that any AI or analytics enhancements are thoughtfully designed, scalable, and aligned with customer needs—rather than rushing decisions prematurely.

Question: Will future end of life dates for product features be communicated beyond these webinars with enough lead time to allow us to plan out our roadmaps?

Answer: We’ll continue to keep customers informed as plans solidify through mediums like today’s town hall.

Question: When is end of life of Winter 21. 52?

Answer: At this time, end-of-life dates have not been set for Winter ’21 or any of its patch versions. Those versions remain supported at this time, but it is important to begin planning your upgrade strategy to remain current with software versions.
As we continue to roll out Fonteva 16.0, our focus is on delivering ongoing platform improvements, performance enhancements, and alignment with Salesforce releases. New major versions are introduced gradually and are designed to give customers ample time to evaluate changes and plan upgrades in a controlled, predictable way.

We do recommend beginning early planning for an eventual upgrade to allow for proper internal planning for resources and any budgetary impact (e.g. if you use a third party partner and/or have customizations.) Having an upgrade plan in place allows you to:

Choose timing that best fits your business calendar

Review new features and functionality at your own pace

Minimize risk by avoiding last-minute transitions when EOL dates are eventually announced

Our team is happy to work with you to discuss what 16.0 includes, how it may impact your current configuration, and what a future upgrade path could look like—without committing to specific dates before you’re ready.

Question: Will there be a path to upgrade to 16 directly from 21 Winter?

Answer: Yes, there is a path to move from 21 Winter to 16 and several customers are beginning the planning for that journey as we speak. We encourage you to begin having discussions with our team or your external partner about an upgrade path to allow you and your team to best plan for how to take advantage of the new streamlined features and latest Salesforce architecture.