ECLIPSE Helpdesk: Information on how we help!

Need help? Why not ask your helpdesk? Helpdesks are used by all organisatonal sizes. It provides a centralized point of contact for customers to seek assistance with any issues they may face while using a particular product or service. Type of helpdesk you can expect from the ECLIPSE Software Suite is discussed.

Basic support

Our basic support package covers a wide range of services, including email support. Ofcourse you can email us 24/7, and our team of experts will create a ticket and assist you with any issues or questions you. Whether you’re experiencing technical difficulties or have a question on how a module works, we’re here to help.

In addition to email support, we also offer online support resources that are accessible at any time, from anywhere.

• FAQs: find quick answers to common questions.
• Video tutorials: Learn how to use ECLIPSE with our detailed video guides.
• User guides: Dive deeper into software functionalities with our comprehensive manuals.

With the basic helpdesk services, you can be confident that your space project management needs will be taken care of, allowing you to focus on what really matters: running your space projects with efficiency and ease.

Custom support

Custom helpdesk services can be tailored to your specific needs and can aspects beyond traditional support. Here are some examples:

• Training and onboarding: Providing customized training programs for your end-users and helpdesk staff on specific software, processes, or troubleshooting techniques.
• On-premises helpdesk: Setting up and managing a helpdesk system within your own infrastructure, potentially integrating with existing systems.
• User guide creation in multiple languages: We offer FAQs, manuals, and troubleshooting guides in multiple languages and we can tailored them to your organization if needed.
• Customizable ticketing system: Configuring a ticketing system to suit your specific needs, including custom fields, workflows, and automation features.
• Reporting and analytics: Generating customized reports and providing insights into performance, user trends, and areas for improvement

Custom support depends on your needs, and we can make a specific offer that will fit it.

Helpdesk Agreement Options

There are several options we can offer you to give you the best type of helpdesk. We need to aim to get the best fit with your organisation:

Helpdesk agreement options include:

• Tiered Service Level Agreements: Varying service levels at different costs (e.g., faster response times).
• Pay-as-you-go: Pay for support only when needed (e.g., per ticket)
• Prepaid support hours: Purchase a block of hours for incident resolution, consulting, or training.
• Prepaid support tickets: Buy a set number of tickets for individual issues or questions

Important features of our helpdesk:

We address questions you or your team has around ECLIPSE Software Suite. These questions could be on:

• Expertise in the software: The ECLIPSE support team is well-versed in the software and can address a wide range of questions.
• Technical assisance: The helpdesk can assist with technical issues related to the ECLIPSE Software Suite.
• Implementation and configuration support: The team can help with implementation and configuration questions to ensure that the software is set up correctly.
• Usage and functionality inquiries: The helpdesk can provide guidance on how to use the software and answer any questions related to its functionality.
• Troubleshooting and problem resolution: If you encounter any issues while using the software, the helpdesk can provide support to resolve them.

We can help you get the most of ECLIPSE Software Suite.

International and Multilanguage support

Our English speaking support team can travel to your organization and learn how to best perform an implementation of ECLIPSE within your workflow. Our helpdesk is currently available in English only. However the software can be translated to another language if needed. We currently offer an ECLIPSE Software version of English and French languages.