Technical Support

FuseIT provides enterprise support backed by long experience and strong partnerships with industry leaders:

• Salesforce, leaders in CRM and cloud computing. FuseIT is a Salesforce Consulting Partner playing the key role in many Salesforce implementations around the world.
  
  
• OpenText Content Manager, formerly HP TRIM, is document and record management system software. With tight desktop integration and the ability to scale across large, distributed environments, OpenText Content Manager lets you capture, manage, access and make more secure your enterprise information, from electronic to physical records and from creation to ultimate disposal.
  
  
• Sitecore, the enterprise web content management software featuring the Digital Marketing System.
  
  
• Microsoft .NET, a secure, reliable, and high-performance application platform. FuseIT has been a Microsoft Certified Partner for over 15 years gaining huge experience across the range of .NET technologies.

Scope of Support

Our Enterprise Maintenance and Support Program includes:

• Knowledge base access
• Training on new functionality
• Technical support (includes partners) via case submission via the support portal
• Telephone support will be available during normal business hours
• Web conferencing support will be available during normal business hours
• Security vulnerability patches and defect fixes
• Regular product enhancements and updates, including performance improvements and compatibility updates
• Assisted product installation and upgrades
• Priority issue handling
• Dedicated account manager
• Quarterly business reviews
• Issuing of additional licenses
• Responding to security information requests

Quarterly business reviews between FuseIT and customers help ensure the support relationship remains aligned with business needs. These reviews include analysis of support ticket volumes and types, resolution timeframes, recurring issues, and upcoming software releases or retirements.

Priority and Definitions

Please find detailed information about priority levels and their definitions here.

Service Level Agreement

• 24 business hour response time
• 2-4 business hour response time for severity 1 issues

Business hours are defined as New Zealand local time.