Fuse Universal

Learning platform

Fuse is a truly next generation social learning ecosystem. Combining all of the legacy reporting and learning management functionality you would expect from an enterprise grade LMS with a truly engaging consumer grade user experience.


  • Native mobile apps
  • Open APIs for integration to external systems
  • Real time or scheduled reporting
  • Customisable analytics dashboards
  • Html widget based community design
  • Translation and transcription of video and comments
  • Personalised learning experiences
  • Personal predictive search
  • Chat and messaging functionality
  • In built content creation tools


  • Create and perform observational assessments
  • Schedule and perform one to one conversations
  • Create, share and manage content on any device anywhere
  • Manage content from internal and external sources
  • Socially learn
  • Personalised learning experiences
  • Manage events and waitlists
  • Manage performance and correlate it to business data
  • Complete and track formal learning
  • Consultancy on creating a next gen learning organisation


£10 per licence per year

  • Free trial available

Service documents

G-Cloud 10


Fuse Universal

Steve Dineen



Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Dependency on Internet access and users with recent browsers
System requirements
  • Minimum Browsers IE9+ , Chrome 45+ , Safari 6.2.8, Firefox
  • Java plugin (version 1.7+) for Internet Explorer
  • Cookies enabled JavaScript enabled. Ability to play sound for videos
  • Adobe Flash Player 10 for non-HTML5 browsers.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Fuse Support is provided between 00:00 – 24:00 GMT Monday to Friday.
Tickets submitted within these hours will be dealt with in accordance with our SLA.
Tickets submitted outside these hours will be dealt with in accordance with our SLA from the
start of our support desk hours on Monday at 00:00 GMT
User can manage status and priority of support tickets No
Phone support No
Web chat support No
Onsite support No
Support levels 1st Line support is NOT provided by Fuse Universal, we expect this to be provided by Customers local site administrator.

2nd Line Support, we provide support to Customer’s named Fuse administrators. Answer general Fuse support questions High level investigation of bugs and issues. Task requiring access to the Higher Administration Panel. This is handled by the Fuse customer service team.

3rd Line Support, we will investigate of complex issues and bugs passed from 2nd line support. This is handled by the Fuse Technical Support Team

4th Line Support, we will fix bugs identified by 3rd line support that involve changes to code or database. This is handled by the The Bug Team
(Development team)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Pre-launch customers work with our Implementation team who will deliver the initial Fuse solution (Implement Phase) and essential elements of our client enablement programme (Fuse Foundations) ensuring at launch Fuse is configured to the client's needs and that their team are ready to deliver outstanding learning experiences to their user population.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction In the event of a customer deciding that Fuse services are no longer required (either explicitly by giving notice, or implicitly by not paying invoices that are unreasonably overdue), all customer data will be systematically deleted when an administrator removes a customer instance. Before this happens the customer will be given a reasonable period to download their data and content to an external system
End-of-contract process Fuse is offered as managed service on a flat per user / per year license
fee that includes all functionality and associated costs for maintenance. There will be typically a nominal setup fee that covers customer branding of the site, creation of users and setup of the site structure. Our Customer Success Team works with customer sponsors to ensure that Fuse gains the usage and traction within the customer organisation. Bespoke integration and customisation requests will be chargeable. Except as otherwise specified in the applicable Order, all User subscriptions shall automatically renew for additional periods of 12 months, and shall be subject to i) CPI as set at the date of invoice ii) innovation index increase to not exceed 10%, unless either party gives the other written notice of non-renewal at least 30 days before the end of the relevant Term.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Users have the option to access the fully responsive web version of the platform or our native Android or iOS apps
Accessibility standards None or don’t know
Description of accessibility Fuse uses videos and audio as well as text/graphics and we support transcribed videos which may work with some screen readers. Fuse allows users to adjust colour schemes to suit colour blindness.
Accessibility testing N/A
What users can and can't do using the API We have a complete range of REST API's (JSON) to customers to integrate with their systems - enable automatic user provisioning, de-provisioning and management. The API's also allow searching and surfacing of Fuse content and information as well as passing back learning completions etc.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation As well as communities; roles and audience specific homepages enable you to again personalise the experience to your learner and aid user experience of the site. The User interface of Fuse is created with widgets meaning that both community pages and user homepages can be designed to deliver the experience needed for the particular learning aims or needs of the audience or learning intervention.
Customisation can be performed by the customer or by fuse


Independence of resources Fuse is largely stateless. Our AWS infrastructure is designed to horizontally scale on demand based on thresholds we set or in the event of a component outage.


Service usage metrics Yes
Metrics types All user interactions are tracked. This can be, time of access, number of content accesses, number of licences registered, number of licenses used and many more metrics. The scope depends on requirements
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process No
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach On the platform itself the client can export their data via Csv. This can be done on a schedule or as a one off.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Fuse aims to achieve 100% availability 24 hours per day 7 days per week (“Uptime Goal”). If the Uptime Goal falls below 100% during the Term a Service Credit for the affected month may become due.
Approach to resilience Fuse has been designed to be inherently resilient:
o Fuse is modular where functionality can be disabled without impacting the entire service. Functionality is enabled and disabled via an Admin panel (only accessed by core members of the Fuse team)
o All Fuse process threads start on reboot.
o In the event of failure the system is allowed to re-sync by reloading messages from queues.
o Fuse avoids in-memory sessions (i.e. it is stateless)
o Much of Fuse is inherently fault tolerant. For example, if encoding fails, encoding requests queue up. If upload to storage fails, these requests are queued. If one component of the application fails, the whole of Fuse does not break: the failed process queues up.
o Fuse has created images of our server instances (for fast redeploys and recover)
We proactively monitor and log Fuse performance and all user errors via New Relic (http://www.newrelic.com/) alerts and Pingdom (https://www.pingdom.com/) as well as the AWS management tools to help us to anticipate performance issues. We use Airbrake (https://airbrake.io) which notifies us anytime any Fuse user receives an error message. This provides us with the necessary information to diagnose the error.
Outage reporting Email alerts and notices on the service portal on Fuse

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels If SSO enabled then this is controlled by customer. Otherwise all usual password controls can be set by customer inline with their ISMS policies. Fuse security is governed by community membership and admin roles
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 30/11/2015
What the ISO/IEC 27001 doesn’t cover The video production part of the business
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Fuse has assigned an Information Security Management team. This comprises at least 3 members of staff that have a combination of Management, Security and Product systems responsibility. Information is a critical and vital asset to Fuse. As a consequence all accesses to, uses of, and processing of, information must be consistent with Fuse's policies and standards. The roles and responsibilities defined within ISO27001 extend all Fuse employees and any 3rd party acting on Fuse's behalf. All employees must agree to Fuse Security policy by signing an acceptance form at least once every 12 months.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach As per the Fuse Universal- System Dev and Maintenance policy all dev and changes are logged and tracked on Jira once qualified. At each stage of development/change (development, beta, staging, production) the story is tested and reviewed.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We run several services that monitor activity and access for malicious activity and alert accordingly. We also scan all new deployments and perform full pen tests before major functionality releases. Security fixes are deployed immediately inline with our incident policy. We also receive security notifications from all our component software providers and 3rd party suppliers as well as security organisations - US-Cert etc
Protective monitoring type Supplier-defined controls
Protective monitoring approach We are alerted by our network monitoring service and application alerting tools. We respond as per our Incident Management Policy. We respond immediately depending on the nature of the alert.
Incident management type Supplier-defined controls
Incident management approach See our Incident Management Process policy (subject to NDA)

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £10 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial We supply a pilot version of Fuse for up to 50 users for up to 3 months. It is branded and can be used as a proof of concept. Licenses are free but any custom development/design is chargeable


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