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 up to a maximum of 2 previous versions e.g. we currently support FR8, FR7 and FR6 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.