Daxeam Support Center
The Daxeam Support Center is dedicated to providing our partners with an exceptional level of application and technical support. Under an Eclipse Maintenance and Support agreement our partners receive the following service offerings from the Support Center:
An unlimited number of calls.
15 minute maximum incident acknowledgement for all levels of calls received via the telephone.
All staff are fully trained and experienced support consultants.
Snapshot of all support activity through a Support Incident Report.
Support
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| North America |
1877 232 2651 |
Supportdaxeam@eclipsecanada.ca |
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Service Level Agreement
During business hours, 8:30am to 5:00pm Pacific Time, dedicated support consultants are available to take your call. Calls or emails requesting support received during non-business hours will be recorded; however investigation and resolution will be conducted during business hours. It is mandatory that all calls go to the Support Center, where the call will be logged and tracked through Eclipse’s Support Center system until completed.
After logging a support call, Eclipse will email our partner a Support Incident Number. This allows the partner to track outstanding support issues easily, or trace back to previous support issues which may have reoccurred. In order to assist the Partner with tracking support incidents that are outstanding or have recently been closed Eclipse’s Support Center will provide a fortnightly Support Incident Report.
The following table contains Eclipse’s standard Issue Severity and associated Response Times. We request that our partners communicate the Issue Severity when reporting a support incident, as this will ensure an appropriate priority is assigned. Eclipse will use all reasonable commercial efforts to respond and resolve a reported support incident in accordance with the times below:
1. Severity 1 - System Down
Critical Impact Issues: Cannot login to the Daxeam module or unable to access Daxeam data. |
15 minutes |
Within 1 business hour |
Within 16 business hours |
2. Severity 2 - Time Critical
High Impact Issues : A specific, time critical, Daxeam function is out of action or malfunctioning and causing high business impact. |
15 minutes |
Within 2 business hours |
Within 24 business hours |
3. Severity 3 - Non-Time Critical
Medium Impact Issues : A specific, non-time critical, Daxeam function is out of action or malfunctioning. |
15 minutes |
Within 8 business hours |
Within 40 business hours |
4. Severity 4 - Other
Low Impact Issues: Request for general Daxeam information regarding the product, its procedures, or functionality. |
15 minutes |
Within 24 business hours |
Within 80 business hours |
Escalation
Eclipse has consistently delivered the highest levels of support service available however this does not mean we take support or our services lightly. On the contrary, Eclipse recognizes and understands the importance of offering Support Incident escalation procedures. This ensures any concerns our partners may have about the Support Center are addressed appropriately and to your satisfaction. Please contact the following Eclipse team members should you wish to escalate an existing or recently closed Support Incident:
Australia
Trevor Sugunasekera tsugunasekera@eclipsecomputing.com.au
Ph: +61 3 9820 9200
North America Ben Campbell-Barry bcbarry@eclipsecanada.ca
Ph: +1 604 899 6092
Support Lifecycle
Eclipse’s Support Lifecycle ensures that partners will always have the ability to request assistance and support, providing the customer has a current maintenance and support agreement, regardless of the version of Daxeam the customer is using. Hotfix support is only available for the current and previous major versions. For example, Eclipse will no longer offer hotfix support for Daxeam 4 once Daxeam 2012 is released, Daxeam 2009 will still be eligible for hotfix support. Paid hotfix support will be provided for all versions that are no longer covered under this Support Lifecycle.