LEGAL / PRIVACY POLICY

FUSION PRIVACY POLICY

Last modified August 2026

This Privacy Policy regulates the use by Fusion of the personal information you provide when using this website via the Contact Us form. It is to be read in conjunction with the website terms of use. Fusion is registered under the Data Protection Act 1998 and has given all appropriate notifications to the Information Commissioner. Our website uses Cookies to distinguish you from other users of the Fusion website. This helps us to provide you with a good experience when you browse our website and allows us to improve our site. For detailed information on the Cookies we use and the purposes for which we use them, see our Cookie Policy. We are committed to the online privacy of all users of our website. This policy statement is designed to give a clear explanation of Fusion data processing practices. We will not collect any information about individuals, except where it is specifically and knowingly provided by them. Examples of such information are:

• Your name
• Your email address
• Your telephone number

Any other information you provide on the Contact Us page In some cases, we may collect information about your computer, including where available, your IP address, operating system and browser type and we may share non-personal aggregate statistics (group data) about our website visitors’ traffic patterns with partners or other parties. However, we do not collect, sell or share any information about individual users.

Uses made of the Information

We use information held about you in the following ways: to ensure that content from our website is presented in the most effective manner for users, to allow you to participate in interactive features of our website and to contact you in order to send you information you have asked us to provide.

Disclosure of your Information

We will never disclose your information to anyone outside of Fusion, except where we have your consent; where we are required or permitted to do so by law; to other companies who provide a service to us; or to any successors in title to our business. Information may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). Whenever we transfer information to countries outside of the EEA, we will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site. Any transmission is at your own risk.

Other websites

The website may contain links to other sites which are outside our control and not covered by this policy. The operators of these sites may collect information from you that will be used by them in accordance with their policy, which may differ from ours.

Fusion Product Terms

These Product Terms apply to the Customer's access to and use of the Fusion Portal for Qlik ("Fusion"), provided by Catalyst BI Limited ("Catalyst"). They form part of, and should be read alongside, the applicable Customer Agreement, Order Form and any Catalyst policies expressly referenced in these Product Terms.

1. Licence and Use of the Service

References to the "Service" mean Fusion and any related hosted services, documentation and support provided by Catalyst in connection with Fusion. Professional services are included only where expressly agreed in an applicable Order Form, statement of work or other written agreement.

Fusion is designed to operate alongside the Customer's Qlik environment and any applicable Qlik licences, subscriptions or third-party services. Unless expressly stated in the applicable Order Form, these Product Terms do not grant, amend or replace any Qlik licence or third-party service terms, which remain the Customer's responsibility.

1.1

The Customer is granted a limited, non-exclusive, non-transferable and non-sublicensable right to access and use Fusion for its own internal business purposes only, in accordance with the applicable Order Form and Catalyst's documentation.

1.2

The Customer shall not:

• copy, rent, sell, lease, distribute, pledge, assign or otherwise transfer Fusion or any part of it
• permit access or use by anyone other than authorised Users
• use Fusion to process or store special category personal data, payment card data or other sensitive data unless expressly agreed in writing by Catalyst and subject to any required data protection terms
• transmit unlawful, infringing or malicious material
• reverse-engineer, decompile, modify or create derivative works of Fusion
• use Fusion to build a competing product or service
• remove or obscure any copyright, trademark or proprietary notices

The Customer is responsible for ensuring that all Users comply with these Product Terms and shall be liable for any breach of these Product Terms by its Users as if the breach were committed by the Customer.

2. Confidentiality and Data

2.1

Each party must protect the other party's Confidential Information using at least a reasonable degree of care and may only use it for the purpose of performing under this agreement.

2.2

"Confidential Information" includes Customer data, Fusion, Catalyst documentation, pricing and technical or business information not publicly known.

2.3

The Customer retains ownership of its data but grants Catalyst and its contractors a limited right to host, copy, transmit and display such data as necessary to provide the Service.

Where Catalyst processes personal data on behalf of the Customer in connection with Fusion, the parties shall comply with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018. The Customer is responsible for ensuring it has a lawful basis for the personal data it provides or makes available through Fusion, and Catalyst shall process such personal data only as required to provide the Service or as otherwise agreed in writing.

3. Intellectual Property

3.1

All intellectual property rights in Fusion, its documentation and any related materials remain the exclusive property of Catalyst and its licensors. These Product Terms do not grant the Customer any rights except for the limited access and use rights expressly set out in these Product Terms.

3.2

Catalyst may use suggestions, ideas or feedback provided by the Customer to improve Fusion, provided that Catalyst does not use the Customer's Confidential Information except as permitted under these Product Terms.

The Customer shall maintain appropriate controls over User access credentials and shall promptly notify Catalyst of any actual or suspected unauthorised access to Fusion.

The Customer is responsible for its own systems, networks, devices, internet connectivity, Qlik environment, user permissions, configuration choices, data quality and any changes made by or on behalf of the Customer. Catalyst is not responsible for issues caused by Customer-controlled systems, third-party services, incorrect configuration, unauthorised access resulting from Customer credential management, or use of Fusion outside the applicable documentation or agreed scope.

4. Warranties and Disclaimers

4.1

Catalyst warrants that Fusion will materially conform to its documentation and be provided in a manner consistent with industry standards.

4.2

Except as expressly stated, Catalyst disclaims all other warranties, whether express, implied or statutory, including warranties of merchantability, fitness for a particular purpose and non-infringement.

4.3

The Customer acknowledges that, except for the express warranty in clause 4.1, Fusion is provided without any additional warranties, representations or conditions, whether express, implied or statutory.

5. Limitation of Liability

5.1

Catalyst's total aggregate liability arising from or related to Fusion shall not exceed the total amount paid by the Customer for the Service during the twelve (12) months preceding the event giving rise to liability.

5.2

Catalyst shall not be liable for any indirect, consequential, incidental, punitive or special damages, including loss of profits, data or business interruption, whether in contract, tort or otherwise.

Nothing in these Product Terms excludes or limits either party's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

6. Indemnification

6.1

Catalyst shall defend the Customer against any third-party claim alleging that Fusion infringes a valid patent, copyright or trademark, or misappropriates a trade secret, and shall pay damages finally awarded or agreed in settlement, provided the Customer gives Catalyst prompt written notice of the claim, does not make any admission or compromise without Catalyst's prior written consent, and gives Catalyst reasonable cooperation and control of the defence and settlement.

If Fusion is, or in Catalyst's reasonable opinion is likely to become, the subject of an infringement claim, Catalyst may procure the right for the Customer to continue using Fusion, modify Fusion so that it is non-infringing, replace Fusion with a substantially equivalent non-infringing service, or terminate the affected Service and refund any prepaid fees for the unused period.

6.2

The Customer agrees to defend, at its cost, indemnify and hold harmless Catalyst and its affiliates, subsidiaries, shareholders, officers, directors, employees, contractors, agents and representatives against costs, damages, claims, losses, penalties, awards, settlements, liabilities or expenses, including reasonable legal fees and related costs, arising from a third-party claim, including a government investigation, related to Customer Data or the Customer's breach of these Product Terms.

7. Termination and Effect

7.1

On termination or expiry of the Customer Agreement or applicable Order, all rights to access and use Fusion shall immediately cease.

7.2

The Customer shall promptly cease use of Fusion and delete or return all Catalyst Confidential Information.

7.3

Clauses concerning Confidentiality, Intellectual Property, Warranties and Disclaimers, Limitation of Liability, Indemnification, Governing Law and Jurisdiction, and this clause shall survive termination or expiry.

8. Governing Law and Jurisdiction

These Product Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction.

9. Force Majeure

Catalyst shall not be liable for delay or failure to perform obligations, other than payment obligations, due to causes beyond its reasonable control, including natural disasters, terrorism, acts of government, failure of utilities or communications networks, or malicious cyber activity.

10. Availability of Services

Catalyst does not warrant that the Customer's use of Fusion will be uninterrupted or error-free, or that Fusion, the Documentation and/or information obtained by the Customer through Fusion will meet the Customer's requirements.

Catalyst shall not be responsible for delays, delivery failures or other loss or damage resulting from the transfer of data over communications networks and facilities, including the internet. The Customer acknowledges that Fusion and the Documentation may be subject to limitations, delays and other problems inherent in the use of such communications facilities.

Users of Fusion must comply with any applicable acceptable use requirements notified by Catalyst from time to time.

Catalyst has the right, in its reasonable discretion, to suspend Fusion or remove or block Customer Data where:

a. Customer Data or the Customer's use of Fusion violates applicable laws, regulations or orders, or is in breach of the applicable agreement;
b. removal, blocking or suspension is necessary because of exigent circumstances or to protect the safety, security, reputation or integrity of Fusion, Catalyst or any third party; or
c. removal, blocking or suspension is necessary in order to respond to law enforcement or another governmental authority.

Catalyst may also suspend access to Fusion where permitted under the applicable Customer Agreement or Order Form, including for non-payment, overdue undisputed fees or other material breach, subject to any notice or cure period stated in that agreement or Order Form.

Catalyst may update, modify, maintain, patch, enhance or replace Fusion from time to time, including to improve functionality, security, performance, compatibility or compliance. Catalyst will use reasonable endeavours to avoid materially reducing core functionality and, where practicable, to give reasonable notice of material changes or planned maintenance that may affect availability.

Fusion Support and Services Policy

1. Scope

This Fusion Support and Services Policy applies only to technical support provided for Fusion and does not amend the licence, liability, confidentiality or intellectual property provisions in the Fusion Product Terms unless expressly stated.

The Support Policy covers Fusion for the term of the Service specified on the applicable Order Form. The term of support may be extended where the term of the Service is extended.

2. Support Hours

"Business Day" means Monday to Friday, UK time, excluding bank holidays and other holidays observed by Catalyst.

"Business Hours" means 9:00 a.m. to 5:00 p.m. UK time on Business Days.

"Support Contact" means designated Customer personnel authorised to contact Catalyst regarding support matters.

Technical support covers assistance with Errors in Fusion and reasonable guidance on use, configuration and operation of Fusion in a supported environment. Technical support does not include professional services, consultancy, custom development, bespoke reporting, data cleansing, training, change requests, enhancements, integrations or work relating to Customer systems, Qlik licensing or third-party services, unless expressly agreed in an Order Form or statement of work.

Any change request or professional services work accepted by Catalyst will be scoped separately and may be chargeable at Catalyst's then-current rates or as otherwise agreed in writing. Catalyst is not required to perform change request or professional services work unless it has been agreed in an applicable Order Form, statement of work or other written agreement.

3. Contacting Technical Support

Support Contacts may contact Catalyst technical support by opening a case via the Catalyst Support Email at support@catalyst-it.co.uk to request assistance regarding the use, configuration or operation of Fusion in a supported environment.

4. Support Service Levels

Catalyst will use commercially reasonable efforts, commensurate with the severity of the Error, to correct any malfunction, defect or non-conformity ("Error") in the operation of Fusion so that it will substantially perform in accordance with Catalyst documentation. The Customer shall conduct reasonable and adequate research with respect to any claimed Error or related issue prior to contacting Catalyst for assistance.

The Customer will respond promptly to all reasonable Catalyst requests for information, documentation, technical assistance and other assistance regarding any such Error. Each reported Error will be logged and tracked by Catalyst, assigned a tracking identifier which can be used by the Customer to refer to the reported Error, and will remain open until the issue is resolved. Assignment of severity level will be determined by Catalyst in its reasonable discretion.

The following table sets out Catalyst's target response and resolution times for support requests. These are service targets and do not constitute guaranteed resolution times unless expressly stated in the applicable Order Form.

Service Level Targets

Priority	Description	Target Response Time	Target Action / Resolution Time
Priority 1	Major system failure or business-critical outage	Target response within 30 mins	Target resolution or workaround within 4 hours
Priority 2	Degraded service or partial loss of functionality	Target response within 1 hour	Target resolution or workaround within 8 hours
Priority 3	Minor issue or where a workaround exists	Target response within 4 hours	Target resolution or workaround within 3–5 Business Days, depending on criticality

Change Requests / Professional Services

Change requests and professional services are separate from technical support and will be assessed, scoped and agreed separately. Catalyst is not required to perform any change request or professional services work unless it has been agreed in an applicable Order Form, statement of work or other written agreement.

Type	Description	Target Response Time	Target Assessment / Next Action
Urgent Change Request	Urgent tangible change request requiring assessment outside standard technical support.	Target response within 1 hour	Target assessment and agreed next action within 8 hours, subject to scope and Customer approval.
Non-Urgent Change Request	Non-urgent tangible change request, enhancement or professional services request.	Target response within 8 hours	Target assessment and agreed next action within 2 hours to 10 Business Days, depending on scope and Customer approval.

 

Changes to this Policy

This policy replaces all previous versions and is correct as at April 2018. We reserve the right to change the policy at any time. Any changes to this policy will be posted here. If you have any queries in connection with this policy please contact our Data Protection Officer, Lee Connor at lee.connor@catalyst-it.co.uk