Fusion Premium Support
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
Get dedicated help from a support engineer:
Fusion Support Matrix
| Direct Interaction with Support Engineers | FREE | PREMIUM |
|---|---|---|
| Direct access to Technical Support Engineer | – |  |
| Direct telephone contact | – | |
| Direct email contact | – | |
| Response Time | – | Target 1 business day |
| Number of contacts | – | 1 |
| Cost for a single Support Incident | – |  $149 |
| Cost for 5 x Support Incidents (valid for 1 year) | – | $599 |
| Self Help Resources: | FREE | PREMIUM |
|---|---|---|
| Product Support Pages | |
|
| Technical Knowledge Base | |
|
| Google Discussion Forums | |
|
| FusionReactor Help Document | |
|
| FusionReactor Online Help | |
|
| Product Interest Mailing List | |
|
| Installation Support | |
|
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.
