Fusion Premium Support is our recommended support option which can be purchased on an incident by incident basis – incidents cover things such as basic usage questions and troubleshooting unexpected behavior for documented features.
We recommend that a 5 incident premium support pack is purchased for every 2 licenses of FusionReactor.
Premium Support is limited to the current version of FusionReactor and one previous versions e.g. we currently support FR8 and FR7 via Premium Support
Click here to read the Fusion Premium Support Policies.
|Direct Interaction with Support Engineers||PREMIUM|
|Direct access to Technical Support Engineer|
|Direct email contact|
|Response Time||Target 1 business day|
|Number of contacts||3|
|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|
|CURRENT VERSION Installation Support|
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:
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.