The extent of support is limited to documented features and supported system environments unless specifically mentioned. The following limitations further define the extent of available support:
Access to Fusion Premium Support requires a registered support serial number – you will receive this serial number when you purchase your Fusion Premium Support incident or package. You should provide this number whenever you contact our customer support.
Fusion Premium support is available for the products and versions listed below:
Incidents will be handled in the following manner:
Intergral defines a support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. A single support incident may involve multiple phone calls, emails and off-line research. Our technical support staff are responsible for determining what characterizes a support incident.
Intergral defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. Our technical support staff may provide troubleshooting suggestions for unexpected behavior in these cases; however we are not responsible for the resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by one of our technical support staff.
Intergral defines a documentation error as inaccurate information or instruction provided in the documentation which either accompanies the product or is provided on our online support resources.
Intergral defines installation as the process in which the product installation program is extracted from the Fusion website as a downloaded executable onto a single computer’s hard drive and the setup program is run to completion in accordance with our authorized installation instructions. A completed installation is determined by the successful first run of the Fusion application. Click here to read the FusionAnalytics Installation Guide
Once an issue is accepted as being within the extent of the Fusion Premium Support (as described in Definitions of Support above), resolution of a support issue is defined as accomplishing any one of the following:
Our technical support staff will make reasonable efforts to resolve the issue but Intergral cannot guarantee that every issue will be resolved.
While the assistance provided by technical support will often lead to a solution, a product consultant is sometimes required to bring issues to complete resolution.
Some examples of issues which may require consulting services include:
Following receipt of a technical support issue (See Definitions of Support below) as part of the Premium Support program, the technical support engineer will provide a response within the timeframe of 1 business day – See Support Availability time window below.
Our office support hours are between 9:00am Central European Time – 6:00pm Central European Time (which is 6 hours ahead of Eastern Time)
The following statutory German holidays are excluded from support service – that is, no service will be provided on these days.