Chromebook Technical Support
FUSION TECHNICAL SUPPORT DURING LOCKDOWN
We have worked closely with Manaiakalani, Acer and the Insurance companies to establish a process for getting students devices repaired during the lockdown. Parents and students can contact Fusion to have issues diagnosed and devices collected, repaired and returned to homes. Some key points about the process:
Fusion can arrange a courier box to be sent to homes of families when required for sending a Chromebook to Acer safely
Assurant and Crown have agreed Fusion can talk to a parent on the phone and fill the claim form on their behalf to get the process underway.
We are also working with Acer to get repairs that were sent in before the lockdown sent back to students homes so they have their devices for remote learning
Please communicate to your students and their families our support line and process below, so we can help remotely in any way we can.
Student Support Phone Line
For any student device issues, parents and students will be able to get get in touch with us by phone during business hours (8:30am – 5pm) on 09 801 2800.
Callers follow the auto-attendant to select their related region.
One of the local engineers will pick the call up and assist with the issue.
If the line is busy or the call is made after hours a voicemail can be left. Voicemails will be monitored and cleared by team leaders regularly.
This number is also listed on the Fusion extension deployed to all student Chromebooks and Chrome browsers.
School Access for urgent On-site Support
As Fusion is an essential service our engineers can visit schools when urgently needed with MoE approval. Please get in touch via your Fusion Engineer for on-site support, or contact our service desk on 09 573 2003 for more information. This includes Fusion helping pick up and configure school-owned devices for student use at home as per the latest MoE instructions.
Staff Remote Support
Teachers can continue to log tickets for non-urgent issues as per usual by emailing firstname.lastname@example.org. The engineer will work through these tickets remotely.
For any urgent issues call your regular Fusion engineer. If you don't have their mobile number handy please contact our service desk team on 09 573 2003 to be put through.