Fusion Premium Support

Fusion Premium Support is a paid support option which can be purchased on an incident by incident basis – these incidents cover things such as basic usage questions and troubleshooting unexpected behavior for documented features.

Support is limited to the current version of FusionReactor, plus the previous version for 90-days after the last ship date of the current version.

Click here to read the Fusion Premium Support Policies

Fusion Support Matrix

Direct Interaction with Support Engineers FREE PREMIUM
Direct access to Technical Support Engineer yes
Direct telephone contact yes
Direct email contact yes
Response Time Target 1 business day
Number of contacts 1
Cost for a single Support Incident buysmall$149
Cost for 5 x Support Incidents (valid for 1 year) buysmall$599
Self Help Resources: FREE PREMIUM
Product Support Pages yes yes
Technical Knowledge Base yes yes
Google Discussion Forums yes yes
FusionReactor Help Document yes yes
FusionReactor Online Help yes yes
Product Interest Mailing List yes yes
Installation Support yes yes

Important Information

IMPORTANT: Before contacting our support team directly – you must have a VALID Premium Support Incident ID – Click here to purchase Premium Support

Purchasing Premium Support – enables you to gain access to your own designated technical support contact to:

  • Speed deployment
  • Reduce downtime
  • Accelerate adoption of your Fusion Products
  • Get rapid support response

You have the flexibility to purchase a single Support incident or buy a support pack which includes 5 incidents (pay for just 4). The 5 incident support pack expires and unused support incidents may no longer be used one year after purchase. Designated customer contacts get access to support expertise withinone business day of initiating a support request. Incidents may range in complexity from installation questions, basic troubleshooting to explanation of details on how to use the products to get the maximum advantage.

A support incident is defined as a single support issue plus the effort needed to resolve it. A single support incident is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.