Operational Support Services

ECLIPSE Software Suite strives to provide its customers with the highest quality of services. Our service level agreements are tailored to the size and needs of our clients, from standard support services to personalized support and expert technical assistance

In combination with ECLIPSE Implementation Services, our clients can benefit from the following dedicated ECLIPSE operational and technical support service add-ons:

Basic Support

Our primary support package covers the most standard services for supporting your ECLIPSE platform.

• Included in the implementation and configuration service.
• Access to our helpdesk services through our email support line 5 days a week from 08:30 to 17.30.
• Reported problems will be collected and processed to resolution per the ECLIPSE Software Suite roadmap.
• Access to the online support (FAQ, product training videos, user manuals).

Custom support: your dedicated ECLIPSE Support Consultant

Whether at your premises or our offices, we give you a specialized ECLIPSE Technician as a single point of contact familiar with your specific ECLIPSE setup and usage.

Any question or issue will be resolved most quickly, and if at your site, following your procedures and business hours.

This support service includes a dedicated ECLIPSE Engineer who will work with the users and your IT team to troubleshoot and manage reported issues and requests from initiation to resolution.

This service includes:

• A single point of contact – Centralized, reactive support for specified product issues, senior-level technical expertise, and a detailed understanding of the implemented ECLIPSE environment to facilitate fast and effective issue resolution.
• Direct access to ECLIPSE’s technical resources – Fast access to other senior technical support resources at ECLIPSE, including software and IT engineering, if necessary, to prioritize product issues or provide hotfixes to resolve critical issues.
• Escalation management – Monitoring support severity and escalation levels and engaging appropriate ECLIPSE staff as needed.