Once the system is implemented, Fusion5 offers ‘PartnerPlus’, a program of services to assist customers in fully utilising their ERP or CRM systems.

Under PartnerPlus, Fusion5 offers a team of experienced consultants ready to assist with post go-live issues and ad hoc support for application and technical users. We also provide teams to assist with upgrades to new releases and new module implementations.

Our range of PartnerPlus services include:

• ERP, CRM & Payroll / HR solution optimisation
• iHelp web based support
• Ad hoc package support for installed clients
• Outsourced JD Edwards CNC
• New implementations using rapid methodologies
• Upgrades and re-implementations of existing ERP and CRM solutions
• Business Process Improvement initiatives
• IT Strategy & Implementation
• IT Architecture & Reviews
• Project Management
• Classroom training for specific products
• Tailored workshops for individual clients requiring refresher training
• PartnerPlus Help Desk facilities
• Technical support services
• Custom development specific to our supported packages

Fusion5 iHelp Application Support

Fusion5 offers iHelp, a web-enabled, on-line help desk facility that enables our customers to logon, register helpdesk issues and track and monitor the issues through to resolution.

This service extends the support service offerings already provided by Fusion5 and enables us to better manage and respond to your needs.

iHelp assists our customers to track and monitor issues to ensure that you are obtaining the best service that Fusion5 can offer whether it be ad hoc support or support in accordance with agreed service arrangements.

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What iHelp Application Support Offers

• 24 x 7 access to a web enabled Help Desk facility
  • - All you need is a web browser and pre-approved login account. Access to iHelp is via our website to be logged anytime.
    
  • - Calls will be acknowledged during standard business hours.
  • - Calls can be acknowledged outside of business hours by arrangement.
• Prioritisation of issues. Issues can be logged and prioritised based on the type of help desk assistance required. This includes:
  • - User Help issues of high, medium or low priority
  • - Project based work requirements or enhancements
  • - Response time to the issue raised will be dependent on its level of severity/priority
• Email and SMS notification of new issues raised and updates to issue status.
• Centralised management of help desk issues. It is suggested that help desk issues are logged via the customers central help desk in the first instance then referred to Fusion5 iHelp accordingly. If no customer help desk is available, then calls can be logged by named personnel using a pre-approved login account and password.
• Ability to track and monitor issues from inception through to resolution. Fusion5 iHelp allows customers to append notes to and review the current status of their issues, upload any files or documents associated with the issue and confirm on-line whether the proposed or implemented solution resolves the problem or work requirement. Once the issue or enhancement is confirmed by you as being complete it will then be closed.
• Formalised workflow procedures will be followed to ensure your issue is tracked through to completion.
• Standard monthly summary reporting of issue resolution against agreed service level agreements. More frequent or custom reporting can be performed by arrangement.

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For more information on our support services, please email info@fusion5.co.nz.