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Services
Unlimited access to our dedicated customer telephone helpline during UK business hours
o Operates 9am – 5pm, Monday – Friday
Access to our Email and Online support services
Virtual’ on-site support via the internet
Regular updates to all Fusion applications
Updates and maintenance releases of all your registered manufacturer catalogues
Updates to all Fusion ‘Universal’ catalogues for:
o Kitchens
o Bedrooms
o Bathrooms
o Offices
o Worktops
o Installation Symbols
o Advanced Graphics
Regular technical bulletins and monthly newsletters
Preferential access to our full range of discounted training services
Opportunity to attend regional seminars in which hints, tips and previews of new features are discussed
o Normally at least two per year
Opportunity to attend online training courses
Subsidised rates for consultancy services
Data Guarantee
This unique service offering will ensure that any corrections, updates or remedial amendments to the extensive range of catalogues that are maintained by Fusion will benefit from a defined and guaranteed turnaround service.
Fusion will guarantee the following:
All remedial fixes will be completed within 5 days of notification.
Updates to non-drawn appliance catalogues will be completed within 3 days from the receipt by
Fusion of the electronic information
Updates to German Manufacturer catalogues will be completed within 7 days from the receipt by Fusion of the
UK product catalogue.
The turnaround times for all other updates will be communicated to Fusion supported users by email providing
a guaranteed delivery date.
Peace Of Mind
Knowing that you are being looked after every step of the way - from absolute beginner through to advanced user.
Protecting Your Investment
We all need help sometimes and usually we need it in a hurry:
95% of all the questions raised through our support team are resolved on the spot.
Questions are answered by a support team with over 30 years of collective experience.
Whenever we can, we commit to resolving any reported issues immediately.
Supported users receive updates to registered Applications and Manufacturers Catalogues ensuring that
your system is always up to date
Our Promise
We will provide the following:
A telephone support help line, available between 0900 and 1700 (GMT) Monday to Friday except on
English Bank Holidays.
Contact via e-mail and the Fusion Site furing UK business hours.
Advice to help you resolve any problems arising from the use of the registered software
supplied to you by 20-20 Fusion Ltd.
Our best endeavours to provide an initial response to your request for help within the same
working day of receiving it.
Product upgrades to your registered Fusion software including manufacturer data files as they become
available.
If the issue is caused by the registered software or its associated documentation, we will provide one or
more of the following:
An amendment to the software.
A new release incorporating a modification.
A temporary solution that will allow you to bypass the issue.
A revision to the documentation.
If the issue is caused by software not supplied by 20-20 Fusion Ltd we will, where possible, suggest a suitable course of action
Upgrades
If you have a supported Fusion license you are entitled to receive free updates that enhance functions already available or correct issues with previous releases.
You will also receive information on system upgrades whenever a new and enhanced version of Fusion software is released. These upgrades are chargeable however, as they will provide you with additional options and new features.
Upgrades to Fusion Data Files
20-20 Fusion Ltd will supply updates to level 1 to 5 data files whenever a furniture manufacturer updates their catalogue, substantially adds to the range or amends the specification of the furniture. Level 1 to 5 data files will have a minimum of six supported users. Quotes for updates to all other data files (primarily 'own brand' ranges) will be provided on request.
Hardware Support
Hardware supplied by 20-20 Fusion Ltd will be supported for 12 months from the date your system is delivered. We will provide advice to help you resolve any issues arising from the use of hardware supplied to you by Planit International Ltd. We reserve the right to charge for support calls that result from issues subsequently found to be caused by third party hardware.
Where hardware supplied by 20-20 Fusion Ltd is found to be faulty within the warranty period we will arrange for an engineer to visit your premises within 8 working hours of you reporting the problem to us.
General Support
From time to time we will issue technical bulletins on particular aspects of Fusion software and future developments.
o Operates 9am – 5pm, Monday – Friday
o Kitchens
o Bedrooms
o Bathrooms
o Offices
o Worktops
o Installation Symbols
o Advanced Graphics
Data Guarantee
This unique service offering will ensure that any corrections, updates or remedial amendments to the extensive range of catalogues that are maintained by Fusion will benefit from a defined and guaranteed turnaround service.
Fusion will guarantee the following:
Peace Of Mind
Knowing that you are being looked after every step of the way - from absolute beginner through to advanced user.
Protecting Your Investment
We all need help sometimes and usually we need it in a hurry:
Our Promise
We will provide the following:
If the issue is caused by software not supplied by 20-20 Fusion Ltd we will, where possible, suggest a suitable course of action
Upgrades
If you have a supported Fusion license you are entitled to receive free updates that enhance functions already available or correct issues with previous releases.
You will also receive information on system upgrades whenever a new and enhanced version of Fusion software is released. These upgrades are chargeable however, as they will provide you with additional options and new features.
Upgrades to Fusion Data Files
20-20 Fusion Ltd will supply updates to level 1 to 5 data files whenever a furniture manufacturer updates their catalogue, substantially adds to the range or amends the specification of the furniture. Level 1 to 5 data files will have a minimum of six supported users. Quotes for updates to all other data files (primarily 'own brand' ranges) will be provided on request.
Hardware Support
Hardware supplied by 20-20 Fusion Ltd will be supported for 12 months from the date your system is delivered. We will provide advice to help you resolve any issues arising from the use of hardware supplied to you by Planit International Ltd. We reserve the right to charge for support calls that result from issues subsequently found to be caused by third party hardware.
Where hardware supplied by 20-20 Fusion Ltd is found to be faulty within the warranty period we will arrange for an engineer to visit your premises within 8 working hours of you reporting the problem to us.
General Support
From time to time we will issue technical bulletins on particular aspects of Fusion software and future developments.
Courses
