FAQs
Frequently Asked Questions
If You Don’t Find the Answer You’re Looking For – Please Contact Our Sales For Support
Installation
General
Licensing
Purchasing
Installation
Can I have free installation from Support?
YES – IF YOU’RE TRYING OUT THE LATEST VERSION OF FUSIONREACTOR AND YOU’RE INSTALLING ON ONE OF OUR SUPPORTED PLATFORMS.
Premium Support is limited to the current and previous 2 versions of FusionReactor i.e. we currently support FR12, FR11 and FR10
General Information
FusionReactor is an application, database and server Application Performance Monitor – built for monitoring production environments running Java Applications that can run on any J2EE platform that meets the J2EE 1.6 specification or higher e.g. Wildfly, Tomcat, JBoss, Jetty, GlassFish and WebSphere/WebLogic – FusionReactor is recommended for monitoring Adobe ColdFusion and Lucee.
FusionReactor is a Java Agent.
FusionReactor is a HYBRID monitor – it consists of an “On-Premise” and “Cloud” solution. All customers have access to the On-Premise version, the Cloud interface is optional.
FusionReactor has a web-based interface; refer to our system requirements for more information on supported environments.
How can I evaluate FusionReactor?
We offer a 14-day free trial of FusionReactor Cloud. After 14 days, the Trial simply disables itself without needing to uninstall. Evaluators can turn the Trial into any full version by making an in-app purchase.
How can I evaluate FusionReactor Cloud?
We offer a 14-day free trial of FusionReactor Cloud. After 14 days, the Trial simply disables itself, without the need to uninstall it. You need to install the same agent as FusionReactor On-Premise and setup a Cloud Account
Who should use FusionReactor?
FusionReactor empowers developers, support engineers, system administrators, and DevOps. Depending on your technical role, you will benefit from using FusionReactor in different ways, such as using low-level tooling or Crash Protection – to proactively monitor your server and maintain uptime or Root Cause Analysis – to identify server issues and performance problems. As a leading Application Performance Monitor (APM), FusionReactor will improve your web applications’ stability, quality, and performance. FusionReactor provides real benefits throughout the development, testing, and production lifecycle, and will prove to have a rapid return on investment. By avoiding just one bug, hang, or system crash, and you almost definitely have your investment back!
What are the different editions of FusionReactor?
FusionReactor On-Premise and FusionReactor Cloud
What’s the difference between FusionReactor On-Premise and FusionReactor Cloud?
FusionReactor is a HYBRID monitoring solution – which means it has an on-premise and a cloud (SaaS) component. FusionReactor On-Premise has a web based interface which runs locally. The On-Premise version is ALWAYS available when you purchase FusionReactor.
FusionReactor Cloud is available as a service and if you purchase a Cloud license, this license covers the on-premise version of FusionReactor too. FR Cloud also displays the same metrics as you can see on FR On-Premise, but it also includes some additional features, such as additional alerting, traces and access to historical information (up to 90 days in the case of FR Ultimate Cloud).
Does FusionReactor run on J2EE application servers?
YES. FusionReactor is a Java application that can run on any J2EE platform that meets the J2EE 1.6 specification or higher e.g. Tomcat, JBoss, Jetty, GlassFish, JRUN. View a complete list of supported platforms and operating systems on our system requirements page.
How can I find more help on FusionReactor?
We offer a wide range of resources and documentation on the FusionReactor product. Please refer to our support area which contains our Knowledge Base and online documentation.
What levels of support services do you offer for FusionReactor?
We offer Fusion Premium Support, which is a paid support option and can be purchased on an incident-by-incident basis.
How can I upgrade to the latest version of FusionReactor?
See this documentation if you want to update your FusionReactor.
What’s the difference between FusionReactor and FusionAnalytics?
FusionReactor is an Application Performance Monitor. It captures metrics (instrumentation) as the server is running. It can store many requests online for an immediate diagnostic view of the health of your server. Still, it is not able to provide information about longer-term data (more than approx. 1 week) – this keeps FusionReactor compact and ensures that overhead is kept to an absolute minimum. FusionAnalytics is a visual tool for analyzing the data that FusionReactor has provided.
FusionAnalytics loads the extensive log file data captured by FusionReactor into the FusionAnalytics DB and provides numerous graphs, charts, tables, and reports to visualize the data.
Is it possible to monitor a remote server?
Licensing
How is FusionReactor On-Premise Licensed?
Each physical or virtual server requires one FusionReactor license – all of the instances which are installed on that server are covered by the one FusionReactor license. So, if you have (say) 6 physical boxes, then you need 6 licenses. Note that on a single box, you may have multiple instances (JRun, Tomcat, JBoss, ColdFusion) installed on it, but you still only need one license for that (virtual or physical) server. Virtual Machines (VMs) are also classed as separate physical servers and, therefore, require a license.
If you would like to use the FusionReactor Enterprise Dashboard functionality to monitor all the servers from a single window, you will need to install the FusionReactor Enterprise Edition on all the servers you wish to monitor. Therefore, if you would like to monitor 3 servers with the FusionReactor Enterprise Dashboard, you will need 3 FusionReactor Enterprise licenses.
How is FusionReactor Cloud Licensed?
With the advent of FusionReactor Cloud, we’ve changed how we license to accommodate a more flexible model of being able to support static and dynamic server monitoring. What this means is that you will be able to reserve a host (server) for a period of time (month – which is equal to 750 hours). You can think of this as a bucket – which can contain up to 750 hours. If you just have one server using the bucket, then it will fill over time – so that each month, the bucket is filled. If you introduce a second server, which comes online for say 24 hours within the month – then this time will also go into the bucket. When the bucket is full, then (in this case) at the end of the month you would require 24 hours extra time, which would be calculated dynamically and which you would be charged for. The dynamic rate is slightly higher than the regular planned rate.
This will make the model interesting for customers who have (say) 2 static servers and 3 dynamic servers that are coming online frequently, but not permanently – in this case, you could reserve (say) 3 servers and have the 3rd server cover the time for the 3 dynamic servers at the lower rate.
Is FusionReactor priced per CPU?
No. All FusionReactor licenses cover the whole server, irrespective of how many CPU’s the server contains.
Does the edition of Adobe ColdFusion I have, effect which FusionReactor edition I should purchase?
No. You can purchase either the on-premise or Cloud edition, regardless of which version of ColdFusion you wish to monitor.
What is the process of migrating a license key to another server?
Upgrade pricing
Am I eligible to upgrade to latest version of FusionReactor?
You are eligible to upgrade to FusionReactor if you have:
- FusionReactor Perpetual license, which was in maintenance on or after 20th February 2019
- A valid FusionReactor Subscription license
Am I eligible to upgrade to latest version of FusionReactor?
You are eligible to upgrade to FusionReactor if you have:
- FusionReactor Perpetual license, which was in maintenance on or after 20th February 2019
- A valid FusionReactor Subscription license
I am eligible for upgrade – do I need a new license key?
NO – as long as you are eligible, you can continue to use your existing license key – that will work fine
Is it possible to have a mix of license Editions?
YES, you could have a mix of FusionReactor Developer AND FusionReactor on-premise and Cloud licenses
Can I buy with a purchase order?
Yes. Please get in touch with our Sales team (Sales@Fusion-Reactor.com) and request a quote. Once you have reviewed the quote and accept the terms and conditions, you can send us a purchase order. We will send you a NET 30 invoice (NET 15 for Adobe ColdFusion orders).
Monthly subscriptions can be purchased only online.
Purchasing
I already own a version of FusionReactor, what are my upgrade options?
It is possible to upgrade up to 2 versions back from the current version of FusionReactor.
How do I view my payment and subscription information?
Follow the link and go to the relevant section
For more information, see the Docs
How do I get more information regarding my manual purchase?
If you have purchased by PO, received an invoice, or paid by Bank Transfer, then you will have made a Manual purchase.
Please email us at sales@fusion-reactor.com with any questions you may have about a manual purchase or if you would like to pay via Bank Transfer, Cheque, or Paypal.
Payment
What are the payment methods?
Payment methods are a wire transfer, check, credit card, and PayPal
Can I buy with a purchase order?
Yes. Please get in touch with our Sales team (Sales@Fusion-Reactor.com) and request a quote. Once you have reviewed the quote and accept the terms and conditions, you can send us a purchase order. We will send you a NET 30 invoice (NET 15 for Adobe ColdFusion orders).
Monthly subscriptions can be purchased only online.
Billing
Does my subscription auto renew?
Yes, all the subscriptions renew automatically after each subscription period, and the card is charged on file.
If you only create a single order, the default is that your user ID is the same as your email address which was used to place the first order. If you make subsequent orders and do not use your original user account, a new account will be created and User ID will be equal to your email address with a suffix “-1”. If you continue to generate new accounts using the same email address, the suffix will be “-2” and so forth.
For example, if an order is placed with email address example@example.com, the user ID for the second order is example@example.com-1
Where can I find my order number?
Your order number will be included in your most recent order confirmation email and contains 9 digits. The order number is unique for each renewal order of a subscription. You are also able to see all of your previous order numbers listed when you have logged in to your FusionReactor account.
Please note that this account is linked to a User ID and this ID will change if you don’t re-log into your original account when placing another order.
How can I change my address information?
Follow the link and go to the relevant section
For more information, see the Docs
How can I change my credit card information?
Follow the link and go to the relevant section
For more information, see the Docs
My credit card on file has expired, what should I do?
Follow the link and go to the relevant section
For more information, see the Docs
If you think you have adequate grounds for a refund, please contact our Sales team at sales@fusion-reactor.com.
My credit card on file has expired, what should I do?
Follow the link and go to the relevant section
For more information, see the Docs
Where can I get the latest invoice copy?
Follow the link and go to the relevant section
For more information, see the Docs
The person who placed the order has left the company, what should I do?
Please get in touch with our Sales team at sales@fusion-reactor.com. The subscription needs to be canceled from automatically renewing with the outdated information. We will provide you a link to renew with the updated data.
How do I add another subscription to my account?
All licensing is managed in your app. To make changes, log into your billing page.
Follow the link and go to the relevant section
For more information, see the Docs
My organization is tax-exempt. What should I do?
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- Sales Tax and VAT:
- US customers: Stripe automatically calculates and charges applicable sales tax based on your location. If you’re eligible for tax exemption, complete your purchase and then contact our sales team with your order number and tax exemption certificate. We’ll process your refund accordingly.
- EU customers: Please provide your valid VAT ID during checkout to have VAT automatically removed from your order.
- Customers outside the US and EU: Applicable taxes may be added to your order based on your location and local tax laws.
- Checkout Process:
- When you log in, your saved address information will be automatically populated in the relevant fields.
- For security reasons, you’ll need to enter your credit card details manually for each transaction.
- Order Confirmation:
- Upon successful completion of your order, you’ll see a confirmation message on the page with your order number.
- An order confirmation email containing your order details and order number will be sent to your registered email address.
If you have any questions or need assistance with your order, please don’t hesitate to contact our sales team.
- Sales Tax and VAT:
