Support channel
Email support@fusionwall.io with the FusionWall version, operating system, what you expected, what happened, and whether work is blocked. Do not send API keys, recovery passphrases, unredacted client files, or confidential prompts and responses.
What support covers
- Installation and launch guidance for an eligible signed build
- License activation, transfer, and entitlement questions
- Documented AI-provider connection and model-selection guidance
- Unexpected product behavior and reproducible defects
- Recovery-point and diagnostic-export guidance
- Security and privacy reports
What support does not replace
Support does not make customer policy, legal, accounting, medical, compliance, provider, or risk decisions. It does not administer the customer’s AI account or recover a lost local recovery passphrase.
Response expectations
Early Access support is handled on a reasonable-effort basis. No response-time or resolution-time SLA exists unless a signed order form says otherwise. Include urgency and business impact so the request can be triaged.
Update policy
Launch pricing includes 12 months of eligible updates. After that period, the current public plan is $39 per year for Standard and $99 per year for Pro, per licensed computer. Renewal is optional; the last eligible perpetual major-version build remains usable under the license terms. Pricing can change before purchase and is fixed by the customer’s order.
Security reports
Send suspected vulnerabilities to support@fusionwall.io with “Private FusionWall security report” in the subject. Do not publicly disclose exploit details before coordinated review. Receipt of a report does not create a bounty or payment obligation.
Diagnostics and privacy
Use the redacted diagnostic export where available and inspect it before sending. The customer decides what leaves the computer for support. See the privacy notice for email and support handling.