What to Expect from Our Support

At Fusion IT, we pride ourselves on providing reliable, responsive, and friendly support tailored to your business needs. Here’s what you can expect when working with our support team.

Fast, Professional Response

• We aim to acknowledge all tickets promptly and provide updates throughout the resolution process.

• Urgent issues are prioritised and escalated as needed to minimise downtime.

• Our engineers are knowledgeable, friendly, and genuinely invested in solving your problems.

Clear Communication

• We keep technical jargon to a minimum unless you prefer the detail.

• You’ll receive email updates as we work on your ticket, including confirmation when your issue is resolved.

• You can reply to any ticket update if something isn’t clear or needs further attention.

Easy Access to Help

• You can reach us through the Support Portal, by email, or over the phone.

• You can also use the portal to browse our Knowledge Base for self-help articles and how-to guides.

• We offer remote support and, where required, onsite visits to quickly resolve more complex issues.

No Hidden Costs

• If you're on a managed contract, your covered services are always supported without additional charge.

• For ad-hoc support or out-of-scope requests, we'll always confirm any costs upfront before proceeding.

Ongoing Improvement

• We continuously monitor performance, customer feedback, and ticket trends to improve our service.

• You’re encouraged to share feedback after ticket resolution so we can make your experience even better.

Need Help?
If you have any questions or need assistance, our team is here to help:

Ticket Portal: https://support.fusionit.uk
Email: support@fusionit.uk
Phone: 01244 835080

We’re committed to delivering the best support experience possible.

Disclaimer:
This article is intended as a general guide. While we aim to ensure accuracy, Fusion IT cannot be held responsible for any issues, data loss, or damage resulting from the use or misapplication of these instructions. If in doubt, please contact our support team before making changes.