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Product Support Policies

Premium Support

Fusion Premium Support is included with FusionReactor On-premise and Cloud editions. Premium support offers some additional features beyond our regular support, including remote assistance and an annual one-on-one health check for your FusionReactor installation.

Access to Fusion Premium Support

Access to Premium Support is automatically available, provided you have a valid Subscription License or a Perpetual License with a valid maintenance contract for either FusionReactor Ultimate or FusionReactor Enterprise Edition.

Access the support portal to enter a support ticket, view our announcements, FAQs, and forum, and view the state of your support tickets.

 

Supported Products and Versions

The current version of FusionReactor and two versions back. To update to the current version, click here.

Definitions of Support

Incident:

Intergral defines a support incident as an issue that focuses on one aspect of the product—e.g., using a specific documented feature of the product or assisting with a specific problem or error message. A single support incident may involve multiple phone calls, emails, and offline research. Our technical support staff is responsible for determining what characterizes a support incident.

Product Defect:

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 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 resolving such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and confirmed by one of our technical support staff.

Documentation Error:

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.

Installation:

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 by our authorized installation instructions. The successful first run of the Fusion application determines a completed installation. See the Docs for the latest FusionReactor Installation Guide.

 

Resolution of Issue

Once an issue is accepted as being within the extent of the Fusion Premium Support (as described in definitions of Support), resolution of a support issue is defined as accomplishing any one of the following:

  • Providing a reasonable solution to the issue.
  • Providing a reasonable work-around to the issue.
  • Determination by Intergral that the issue is an enhancement request and logging the issue for future consideration.
  • Escalation by the technical support of the incident/product defect to our product engineering team for review.

Our technical support staff will make reasonable efforts to resolve the issue, but Intergral cannot guarantee that every issue will be resolved.

While technical support assistance will often lead to a solution, ColdFusion Consulting is sometimes required to resolve issues completely.

Some examples of issues that may require consulting services include:

  • Consulting to review factors associated with the ColdFusion Server directly or external to the server, such as 3rd Party Software, OS Level Issues, Database Drivers, etc.
  • Analysis of ColdFusion Application Code and provision of recommendations for best coding practices.
  • Load testing guidance or review of load testing results.
  • Providing recommendations for supported J2EE Server specific settings.
  • Initiate conference calls to 3rd Party Vendor Software on behalf of the customer.
  • Troubleshoot 3rd Party Software Packages/Framework.
 

Target Response Time – 10 Business Hours

Following receipt of a technical support issue (see Definitions of Support) as part of the Premium Support program, the technical support engineer will respond within ten business hours.

Critical issues guarantee a response in 4 business hours if you are entitled to Premium Support.

See the Support Availability time window below.

 

Support Availability

Our office support hours are between 8:00 am Central European Time – 6:00 pm Central European Time (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.

  • New Years Day (1st January)
  • Epiphany (6th January)
  • Good Friday
  • Easter Monday
  • Labor Day (1st May)
  • Ascension Day
  • Whitmonday
  • Corpus Christi
  • Day of German Unity (3rd October)
  • Christmas Day (25th December)
  • Boxing Day (26th December)