Eclipse Priority Support

We understand that there are many different sized organizations using Eclipse, and Eclipse can be a "Mission Critical" application to service departments. In those cases, we offer a priority level of support for clients who need more than the support provided on our Support Forums

Our priority support offerings provide many advantages:

• Free software upgrades to the latest shipping version of Eclipse as part of subscribing
• A direct one-on-one support consultant dedicated to your issue
• Telephone support (during our normal business hours, 8:30AM to 6:00PM Mon-Fri, Arizona Time)
• Remote support access to your servers and workstations

Support at this level brings a US engineer to the problem - often one of the development team for Eclipse.

Priority support is just that - priority. Response times are rapid, and we put these support incidents as the first thing our engineers will do. Obviously there may be a queue of issues in play, so we can't give you exact response times but typically we can respond to an incident within 1 hour of receipt of it (during our normal business hours).

Priority support also helps protect your investment. If you are covered by Priority Support, you get access to the latest version of Eclipse for your system. Typically if there is a later version of Eclipse available at the time of a support incident, our support engineer will offer the upgrade to you. It may be that the upgrade resolves a bug you are experiencing or provides a new feature you need. You can see a complete history of all changes to Eclipse HERE if you are interested in knowing what has been changed from version to version.

Priority support is a subscription service, and you subscribe to it annually. The charge for this service is 18% of your retail license fees for your product per annum. If you have had Eclipse customized, you will also be charged 18% of the customization charges per annum as well. Also if you have had Eclipse customized, Priority support is not an option - it is required for ongoing support to your system. This is because each future version of Eclipse includes your customization work as well, and our engineers have to test all changes in future versions to ensure that they don't break your customization changes and this comes at the price of requiring you to keep subscribing to priority support. If you choose to no longer subscribe to priority support and have had your Eclipse system customized, then we can no longer support your customization changes in future versions due to the testing overhead required and if you elect at a later time to resume priority support, there will be upgrade fees associated with obtaining later versions of Eclipse, in order to pay for our engineers to re-test and update the software to accomodate your customization changes. Also since your customization updates are specific to you, they cannot be supported through our support forums.

Any time you raise a support incident with us, it can be tracked online. Of course we use Eclipse for this, so you will be able to login and check the status of your incidents through our Eclipse system. You will receive email notification confirming the incident and anytime that the status of the incident changes.

Eclipse is a database system, and as databases can be damaged during to power outage, unforseen adverse events, etc. you may iwish to protect your database with Priority support. Our engineers can typically repair most database issues, meaning you will not have to revert to a previous backup and lose recent transactions if you are covered by Priority support.

So if you are interested in obtaining this level of support, please CONTACT US to get a price quote for your system. Its a great insurance policy to have, and ensures we can be there to support you when you need it.