Mission Statement Our mission is to provide a world class quality support service to our customers, partners and CRM Fuse offices. We want to communicate with our customers in an open, trusting and clear way and help our customers get the best out of our products. Support BoundariesCRM Fuse provides a standard level of support to customers. This is primarily technical support on CRM Fuse's post-implementations, and as such, there are some limitations on the support that we can provide.
The following limitations apply to the support provided by CRM Fuse Support: - CRM Fuse Support provides support on the functionality of implemented CRM applications and their supported integrations with other software. It does not provide support on the core functionality of the products with which implemented CRM applications are integrate (for example, RDBMS systems, desktop products, etc, based on SOW).
- CRM Fuse Support provides support on base CRM product functionality only. It does not support customizations, including any code written by client consultants or subcontractors.
- All support services require a valid Maintenance contract signed with CRM Fuse and the payment of all fees pursuant to that contract.
Support Contacts in CRM Fuse All issues should be reported to the Regional Support Center responsible for the customer. Issues should be reported using generic support e-mail and chat accounts or the generic support phone number. All customers are expected to use these channels when dealing with CRM Fuse Support. CRM Fuse Support Overview Support Services
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Technical Support - 9AM to 5PM ET, Monday through Friday
Includes telephone, Web and e-mail support for any CRM Fuse customer issue or question during CRM Fuse's normal support hours | Case Management Tool Access via the Web - 7x24
Customers can access the CRM Fuse Case Management Tool to open support cases, add notes as well as view their current status
| CRM COE Updates
Includes troubleshooting COE Platform, installation of new processes and documentation if required
| Customer Extranet - 7x24
Online access to CRM applications, technical, security and compliance documentation for all CRM Fuse developed products. CRM Fuse's Customer Extranet contains full text search capability for all posted documentation. |
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