Fusion Client Support Hub

Your central resource for support, tickets, and account tools. If something is broken or urgent, start with the options below.

Critical / Emergency

System down, security incident, or business-stopping issue? Call us directly.

416-508-7802

Toll-free: 1-888-541-1611
1-hour response for critical issues. 24/7 monitoring included in all managed plans.

Submit a Support Ticket

Log in to your client portal to submit, track, or update tickets.

Most tickets receive first response within 30 minutes during business hours.

Email Support

Send a detailed description and we will create a ticket automatically.

[email protected]

Emails are automatically converted to tickets and routed to the right team.

Support Hours & Response Times

  • 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 (first response), 93% first-call resolution
  • On-site support (GTA): Available within 4 hours when remote resolution is not possible
  • On-site support (Metro Vancouver): Available within 4 hours for local clients

Client Resources

ConnectWise Client Portal

View open tickets, check status, and review your support history.

Cybersecurity Assessment

Request a security review or check your current posture against CIS Controls v8.1.

IT Cost Calculator

See what downtime and reactive support may already be costing your business.

Blog & Security Advisories

Latest articles on cybersecurity, AI, and IT strategy for Canadian businesses.

Case Studies

See how Fusion has helped businesses like yours with IT, cybersecurity, and AI.

Service Overview PDF

Download the full Fusion Computing service overview document.

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.

Quick Tips

Locked out of Microsoft 365? Try self-service password reset at aka.ms/sspr first.

Suspicious email? Do not click any links. Forward it to [email protected] with “Phishing” in the subject.

Slow computer? Restart first (a real restart, not sleep). If it persists, submit a ticket with the error message.

Need new software? Submit a ticket through the portal with the software name and business justification.