Support Policy

Methods of Support

Support can be obtained via private tickets or community forums. We endeavour to reply to tickets within a 2 working day window from the submission time, however sometimes extenuating circumstances may cause delays. Tickets are responded to during business hours only. Forum support is not covered by this SLA.

Support is not offered via Private Message on the forums. Please do not PM staff members for support. Please also note that phone support is not offered as part of your support agreement.

Support tickets can be assigned a priority when logged. Inappropriate usage of the Urgent and Critical statuses may incur a charge.

Forum Support

Support forum access is provided as a benefit to active license holders, and is not considered a component of your license. We may revoke your support forum access at any time if you violate our terms and conditions, or we feel such removal is necessary to protect yourself, other members, ourselves, or the integrity of the community. We may also remove members for any reason at our absolute discretion.

Non-Covered Incidents

Fusion Digital does not provide support for third party skins or modifications, even when used in conjunction with a Fusion Digital product. Any offer of support or declaration of compatibility is best efforts, and explicitly excluded from the terms of your service level agreement. Persistent follow-up for support with third party styles and modifications may result in the removal of your support access without recourse.

Fusion Digital cannot provide support for server configurations. It is your responsibility to ensure that your server environment is compatible, however we will provide best-practice guidelines as a convenience only - this is outside the scope of your support.

Please note that Fusion Digital will frequently need access to your forum and Administrative Control Panel in order to diagnose or resolve an issue, and will use methods such as FTP or SSH to gain access where necessary and consent is issued. If you are not able to provide access, or cannot provide a standard method of access to your forum, we will not be able to assist you.

Fees and Charges

  • Inappropriate Usage of Urgent Priority - $15 NZD
  • Inappropriate Usage of Critical Properity - $35 NZD
  • Non-Covered Support Rate - $25 NZD (per hour)
  • Telephone Assistance - $35 NZD (per hour, or part thereof)

Products

Testimonials

I bought Fusion Menu awhile ago I didn't have the time to really take a look at it and my last tech guy did know what he was doing I went into the support on fusiondigital.co.nz and Mat was EXTREMELY EXTREMELY HELPFUL not only was he patience he helped me with my fusion menu step by step I strongly recommend keeping him I will continue to customer with Fusion Digital Thank You

-Matt - Clan Xtreme Defense

Like our products or services? Submit your own testimonial!