Fusion Client Support Hub
Your central resource for support, tickets, and account tools. If something is broken or urgent, start with the options below. We’ll point you to the fastest path, and you won’t need to guess where to start.
How to Get the Fastest Response
Use the portal when you can because it keeps the ticket history, screenshots, and update trail in one place. If the issue is urgent, call support first and then add the ticket number once the immediate problem is contained. That’s usually the fastest route. The fastest tickets usually include the user name, device name, location, exact error text, and a quick note about when the issue started. If you’re pressed for time, even a short note helps. If you need a broader contact route, use the support contact form so your request still reaches the right team.
If the request is tied to Microsoft 365, line-of-business software, security alerts, or a new hire setup, say that clearly in the first sentence. That helps routing, and it’s easier for the team to triage quickly. If the issue is affecting more than one person, list who is impacted and whether work has stopped completely or just slowed down. That context makes triage faster and reduces back-and-forth, so you don’t lose time repeating details. If it sounds like a recurring service problem, reference your existing managed IT support plan or the system that has already been affected.
If you’re not sure which path to use, start with the client portal for normal service issues and call the support line for outages, suspected security incidents, and anything that could stop revenue, operations, or client communication. If it looks security-related, review the cybersecurity response options after you have opened the ticket so the right escalation path is clear.Business hours: Monday-Friday, 8:00 AM – 9:00 PM ET (5:00 AM – 6:00 PM PT)
After-hours monitoring: 24/7 automated monitoring and alerting on all managed plans
Critical issue response: 1 hour
Standard ticket response: 30 minutes for first response, with 93% first-contact resolution
On-site support: Available within 4 hours across the GTA and for local Metro Vancouver clients when remote resolution is not possible
Client Resources
Not Getting the Response You Need?
1. If your ticket has not received a response within the expected timeframe, call 416-508-7802 and reference your ticket number.
2. For service concerns or account questions, ask to speak with your account manager.
3. For strategic discussions, security planning, or escalations that need executive attention, book a call with our CEO directly.
Have a question about your account, a new project, or just want to pick the brain of a CISSP-certified IT strategist? This is an open invitation for existing and prospective clients.
