Support Policy

Last Updated: August 8th, 2024

1. Purpose

The purpose of this Support Policy is to outline the support services provided by Eclipse Solutions (“we,” “us,” “our”) to our clients. This policy ensures that clients receive timely and effective assistance for any technical issues or inquiries related to our services.

2. Scope of Support

We provide support for the following services:

• Managed IT Services
• Business Phone Systems
• Access Control Systems
• Surveillance Systems
• Break/Fix Repair Services

Support covers:

• Technical Assistance: Troubleshooting, diagnosis, and resolution of issues related to the services we provide.
• System Maintenance: Regular updates, patches, and system optimizations to ensure smooth operation.
• User Assistance: Guidance on the use and management of systems, including training and documentation.
• Service Requests: Implementation of new features, changes, or upgrades within the scope of the agreed services.

3. Support Channels

Clients can reach our support team through the following channels:

• Email Support: [email protected] – Available 24/7 for submitting tickets.
• Phone Support: (575) 736-3636– Available during business hours 9 AM – 5 PM Mountain Time
• Online Portal: Access our support portal at eclipsesol.org/support to submit and track support tickets.

4. Response Times

We are committed to responding to support requests within the following time frames:

• Critical Issues: (e.g., system outages, security breaches)
  • Response Time: Within 1 hour
  • Resolution Goal: Within 4 hours
• High Priority Issues: (e.g., major system performance degradation)
  • Response Time: Within 2 hours
  • Resolution Goal: Within 12 hours
• Medium Priority Issues: (e.g., non-critical functionality issues)
  • Response Time: Within 8 hours
  • Resolution Goal: Within 48 hours
• Low Priority Issues: (e.g., minor inconveniences, user inquiries)
  • Response Time: Within 24 hours
  • Resolution Goal: Within 72 hours

Note: Response and resolution times may vary based on the complexity of the issue.

5. Support Hours

Our standard support hours are:

• Monday to Friday: 9 AM – 5 PM Mountain Time
• After-Hours Support: Available for Critical Issues only. Additional charges may apply for after-hours support.

6. Client Responsibilities

To ensure effective support, clients are expected to:

• Provide Accurate Information: Clearly describe the issue, including any error messages, screenshots, and steps to reproduce the problem.
• Cooperate with Technicians: Follow the instructions provided by our support team and provide access to systems as needed.
• Maintain System Backups: Regularly back up critical data to minimize the impact of potential issues.

7. Exclusions

The following are not covered under our standard support policy:

• Third-Party Products: Support for software or hardware not provided by Eclipse Solutions.
• Client Negligence: Issues arising from improper use, unauthorized modifications, or negligence by the client.
• Out-of-Scope Requests: Requests for services or features not included in the original service agreement. These may be subject to additional charges.

8. Escalation Process

If an issue is not resolved within the expected time frame or if you are not satisfied with the support provided, you may escalate the issue to a supervisor by contacting [email protected] with the subject to include ESCALATE.

9. Support Agreement

By using our services, you agree to this Support Policy. Specific support terms may also be outlined in your service agreement with Eclipse Solutions.

10. Changes to Support Policy

We may update this Support Policy from time to time. Any changes will be posted on our website, and the updated policy will be effective immediately upon posting. Your continued use of our support services after any changes constitutes your acceptance of the new policy.