Applications support is usually very specific. We work with our clients to determine
the level of support and the hours of service required.

We recognize the need to learn our clients’ applications and operational schedules in order to provide
the quality of service expected of us.

Using our 24/7 support desk and with access to developers and programmers out of hours, our UK Based service desk can support
the Applications of our worldwide clients through the working hours no matter where the user is located.

Our skills cover both legacy and new breed systems meaning our ability to keep our clients covered is limitless.

In terms of infrastructure support, applying rules based predictive analysis techniques to system events allows us to spot
the potential for failure before it occurs.

When a sequence of events that falls within the rules is detected, an alert is triggered.

Eclipse remotely monitors supported sites from our own Network Operations Centre.
An appropriate response can be determined and actioned as the situation dictates.

1st line response will be to initiate remedial actions remotely. Support engineers will be directed to site if required.

Each site will have a designated Primary Sponsor – a senior engineer - through whom matters are escalated if necessary.

Where the capability exists for a site to support itself, we can provide management and monitoring services that alert the client’s
own support team and allows them to provide the appropriate response, and use our 2nd line teams where appropriate.