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Support Services

Service you can count on

Fusion’s services are structured to be flexible and scalable, accommodating the needs of every kind of organisation – from SME to enterprise – throughout their business journey. Whatever the requirement, we offer robust, tailored solutions that simplify management, cut costs and deliver tangible business value. 

Fusion is accredited with the ISO 9001:2008 standard in Quality Management Systems and committed to providing clients with the highest standards of customer service. Supported by approachable, experienced account managers and Cisco and Stonesoft-accredited engineers, our clients have the reassurance that any issues or problems will be tackled quickly, efficiently and expertly. 

We offer market-leading SLAs, backed by a 24/7 Help Desk with an advanced ticket system and online portal. We monitor our clients’ hardware, network connections and configurations from our Network Operations Centre to ensure maximum uptime, and have the capabilities to resolve issues remotely or replace equipment overnight should the need arise.

Key features:

  • 24/7 Proactive Network Monitoring - We use state-of-the-art tools to monitor network performance and identify issues before they become problems.
  • Market-leading SLAs - All our Ethernet services come with a guaranteed seven hour fix and our fibre services a six hour fix. We aim to respond to all issues within one hour.
  • 24/7 Help Desk - Our ticket system and online portal enable clients to track faults and monitor progress around the clock.
  • VDC portal - Clients using our virtual data centre solutions can manage services and configurations through a dedicated online portal.
  • Hardware Replacement - Faulty WAN connection hardware is replaced, preconfigured and delivered before 10am on the following business day.
  • Offsite Disaster Configuration Recovery - We backup your managed service configuration in real-time. Should we need to replace your hardware its always dispatched with the latest configuration.
  • Remote Configuration - We undertake remote configuration changes as part of our managed services
Help Desk

Log a ticket, browse our Knowledgebase or troubleshoot an issue by logging on to our HelpDesk

HERE >

 


Network Monitoring

Access your Network Monitoring Portal

HERE >