Fusion Premium Support is a paid support option which can be purchased on an incident by incident basis - these incidents cover things such as installation issues, 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
| FREE | PREMIUM | |
|---|---|---|
| Self Help (just click) Resources: | ||
| FusionReactor Product Support Home |  |
|
| Technical Knowledge Base | |
|
| Google Discussion Forum | |
|
| FusionReactor Help Document | |
|
| FusionReactor Online Help | |
|
| Product Interest Mailing List | |
|
| Direct Interaction with Support Engineers: | ||
| 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 |
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 within one 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.
