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Customer Support

Quickly resolve your issues with our efficient customer support. Our highly trained team of customer service representatives will act as an extension to your business. Our team provides world class phone, email support for inquiries related to services we offer.

You define your policies and procedures, we implement them with various level of support. We adapt to suit your needs and your customers thereby increasing customer satisfaction and your brand.

Support Plans

Basic Support

Basic Support

Hours and Support MethodsBasic Plan

Software Support

Initial Response TimeSeverity 1: 2 hours
Severity 2: 4 hours
Severity 3: 2 business days
Severity 4: 1 business week
CoverageBusiness Working Time (10AM to 5PM)
Number of Support Contacts

1

Email Support2 Issues per day
Real Time ChatNo
Phone Support (Business Work Days)No
Remote SupportYes

Issue Assistance

System and Laptop IssuesNo
General OS AssistanceNo
TroubleshootingNo
IT Infrastructure ConsultingNo

Price

6 Months (or 60 hours)Nrs. 16,500/- (without VAT)

 

Intermediate Support

Intermediate Support

Hours and Support MethodsIntermediate Plan

Software Support

Initial Response TimeSeverity 1: 1 hour
Severity 2: 2 hours
Severity 3: 1 business days
Severity 4: 1 business week
CoverageBusiness Working Time (10AM to 5PM)
Number of Support Contacts

2

Email Support5 Issues per day
Real Time ChatNo
Phone Support (Business Work Days)Yes
Remote SupportYes

Issue Assistance

System and Laptop IssuesNo
General OS AssistanceNo
TroubleshootingNo
IT Infrastructure ConsultingNo

Price

6 Months (or 60 hours)Nrs. 32,000/- (without VAT)

Advanced Support

Advanced Support

Hours and Support MethodsAdvanced Plan

Software Support

Initial Response TimeSeverity 1:½ hour
Severity 2: 1 hour
Severity 3: 4 hours
Severity 4: 3 business days
CoverageBusiness Working Time (10AM to 5PM)
Number of Support Contacts

3

Email Support10 Issues per day
Real Time ChatYes
Phone Support (Business Work Days)Yes
Remote SupportYes

Issue Assistance

System and Laptop IssuesYes
General OS AssistanceYes
TroubleshootingYes
IT Infrastructure ConsultingYes

Price

6 Months (or 60 hours)Nrs. 45,000/- (without VAT)

How to contact support

We are just a telephone call or email away. Contact us sooner.

With highly trained professionals we offer customer support on the following fields:

  • Information technology related fields, you name it we provide it.
  • Electrical and Electronics related field like house wiring, electrical planing, home automation, internet connected devices, equipment installation and commissioning etc.
  • Telecommunication related fields such as site survey, tower shelters, ac, battery banks and BTS equipment installation and commissioning.

We will not only be glad to be a part of your work, but we work diligently to make your business successful.

How to contact support

  1. Support Portal: Visit: https://www.support.ft-nepal.com/otrs/customer.pl with your credentials
  2. Phone: Our on-call support engineers will be available to assist you
  3. Email: support@ft-nepal.com
  4. Chat: Visit: https://chat.fusion-techno.com with your credentials

How Support Request Will Be Handled

When a Support ticket is filed with Fusion, the ticket will be assigned and responded to within the Initial Response time dictated by the customer’s Support Plan. Support Agents work within a priority queue based on Support Plan, issue severity, and time of ticket creation. An issue is deemed to be severe if security is affected or if a user is unable to resolve their site.

If a customer calls into Fusion Support and has phone support included in the Support Plan, a case will be created on their behalf in the Fusion Support Portal. If the question can be answered by the Agent on the phone without requiring additional research/reproduction then the case will be closed in the Support Portal recapping on the solution provided on the phone. If additional attention is required by the Agent to follow up on the Support ticket then the customer can follow the status of the case through the Fusion Support Portal.

Resolution Time

While Fusion does not guarantee resolution time, we strive to resolve all cases in a fast and efficient manner to ensure customer satisfaction.